Customer satisfaction for firms' digital support up 5.3%: study

About 62.4% of companies now deliver AI-enabled customer support.

Local businesses’ digital initiatives in customer support scored better in the customer satisfaction (CSAT) index this year, increasing by 5.3%, according to a report by software company Zendesk.

The report showed that Singaporean companies’ CSAT scores have peaked at 88.1% this year, ahead of the average CSAT score of Southeast Asian companies which ended at 86.1%.

Firms in Singapore showed to be ahead of its Southeast Asian counterparts in adopting AI-enabled customer support, with 62.4% of companies applying the digital service. Meanwhile, chat demonstrated to be the dominant self-help channel for Malaysians, and Indonesians with 18.2%, and 16.4% of companies, respectively.

The city state also led the global counterpart of the survey, demonstrating to carry the most companies practicing a digitised customer service in three industries: retail with 68% of firms, travel with 68% of businesses, and financial services with 60% of companies delivering digital service.