A discussion panel at a conference on providing better customer experiences held on September 13 in HCM City (Photo: VNA)HCM City (VNS/VNA) - Businesses need to focus more on customer experiencesand providing convenience to consumers in the digital era, experts said at a conferenceheld in Ho Chi Minh City on September 13.
Nguyen Duong, founder of CEM Partner, which provides consultancy and trainingon customer experiences, said that before businesses decide on strategies andtechnologies, they should first identify what kind of experience they wouldlike to deliver and what kind of information consumers need.
In addition, businesses should look at things from the point of view ofcustomers, he added.
Many company departments tended to work separately from each other and dealtwith customers in different ways, Duong explained.
Staff, for example, might keep customer information to themselves, as opposedto sharing it with other departments. This would create poor internal cooperationand troublesome procedures, leaving bad experiences for customers, he said.
To avoid this kind of fragmented management, company departments should workclosely with each other to improve customer services.
In addition to making sure that their products and services work as promised,businesses should provide conveniences such as ease of access to their productsand services, and leave consumers with positive experiences and memories.
At the conference, Nguyen Son Hai Dang, technical sales manager at ITconsultancy InfoFabrica, introduced a Freshbots product, a codelessbot-building platform from Freshworks, a US customer engagement softwarecompany and a partner of InfoFabrica.
The Freshbots product creates chatbots that improve customer services such asanswering frequently asked questions and assisting customers in buying productsand services.
Vu Manh Cuong, IT director of agricultural corporation Wilmar CLV, said thatbusinesses should avoid irrelevant landing pages, and annoying advertisementsand cumbersome checkout processes in today's digital landscape.
More than half of Vietnam's population uses the internet and smartphones, withthe trend expected to rise in the future.
The conference was held by CIO Vietnam, a community formed to promote learningand networking in the IT field, and the High Quality Vietnamese ProductBusiness Association./.
Nguyen Duong, founder of CEM Partner, which provides consultancy and trainingon customer experiences, said that before businesses decide on strategies andtechnologies, they should first identify what kind of experience they wouldlike to deliver and what kind of information consumers need.
In addition, businesses should look at things from the point of view ofcustomers, he added.
Many company departments tended to work separately from each other and dealtwith customers in different ways, Duong explained.
Staff, for example, might keep customer information to themselves, as opposedto sharing it with other departments. This would create poor internal cooperationand troublesome procedures, leaving bad experiences for customers, he said.
To avoid this kind of fragmented management, company departments should workclosely with each other to improve customer services.
In addition to making sure that their products and services work as promised,businesses should provide conveniences such as ease of access to their productsand services, and leave consumers with positive experiences and memories.
At the conference, Nguyen Son Hai Dang, technical sales manager at ITconsultancy InfoFabrica, introduced a Freshbots product, a codelessbot-building platform from Freshworks, a US customer engagement softwarecompany and a partner of InfoFabrica.
The Freshbots product creates chatbots that improve customer services such asanswering frequently asked questions and assisting customers in buying productsand services.
Vu Manh Cuong, IT director of agricultural corporation Wilmar CLV, said thatbusinesses should avoid irrelevant landing pages, and annoying advertisementsand cumbersome checkout processes in today's digital landscape.
More than half of Vietnam's population uses the internet and smartphones, withthe trend expected to rise in the future.
The conference was held by CIO Vietnam, a community formed to promote learningand networking in the IT field, and the High Quality Vietnamese ProductBusiness Association./.
VNA
