In today’s digital world, consumers demand convenience and efficiency. However, recent studies have shown that despite the rise of digital services, customers still crave human interaction. According to a recent survey by Qualtrics and SAP, 40% of consumers in Singapore desire to meet a real person, highlighting the importance of the human touch in digital services.
Increasing Demand for Human Touch
As digital services become more prevalent, consumers are demanding more from brands. The study found that 2 in 5 consumers have requested that brands increase the number of services on mobile applications and increase human touch. This shows that while customers value the convenience of digital services, they still desire a personal touch in their interactions with brands.
Introducing Seamless Digital Experience
Furthermore, more than 3 in 10 consumers in Singapore have urged brands to introduce seamless experiences across digital services. This indicates that customers want their digital interactions with brands to be as smooth as possible. By enhancing the user experience, brands can provide customers with the convenience they desire while maintaining a human touch.
Positive Feedback is More Common
Despite these demands, consumers in Singapore are generally more likely to provide positive feedback than negative. When leaving a feedback, almost 40% of consumers said they recommended the company compared to just over 2 in 10 consumers who left a complaint. This highlights the importance of providing exceptional customer service to build customer loyalty and increase positive feedback.
Where Consumers Leave Feedback
The study also found that consumers leave reviews on mobile applications, company websites, and email. Social media pages and review sites are also popular platforms for leaving feedback. However, for complaints, consumers usually make a phone call. This information is vital for brands to provide excellent customer service across all channels, ensuring that they meet customer needs and preferences.
Also read: Singapore Ranks 6th for Prime, Super-Prime, and Ultra-Prime Properties Globally
While digital services are convenient, they cannot replace human interaction entirely. Consumers in Singapore still crave human touch in their interactions with brands, and providing a seamless digital experience can go a long way in building customer loyalty. Brands that prioritize customer service and provide a personal touch in their interactions with customers will be better positioned to meet customer demands and increase positive feedback.
