These are the three key points business decision-makers need to consider when designing their next hybrid customer experience map.
Over the years, “self-service” options have gained traction across Asia Pacific (APAC). Consumers are increasingly becoming more comfortable with the automated support options companies offer to help them with their queries and accessing services. It’s convenient and almost always reliable.
However, some consumers consciously still depend on live agent support, where phone and online live chat interactions were the top two preferred touchpoints across all support scenarios in some APAC countries. This is where hybrid preferences come in, which presents opportunities for businesses to optimise digital channels while ensuring the accessibility of human agent engagement.
