Just as everyone expected, remote channel have gained wide acceptance. During the COVID-19 global pandemic, lockdowns and country border closed make physical, onsite channels practically impossible. While one door closes, another new door is opened, the remote channels – telephone and digital. Next Normal right now, we all get used to web meetings to get traditional in-person interactions via the remote channels, whether one to one or one to many, or many to many.
For those who know how to use them, it provides a new growth channel to provide interactive customer engagement and excellent operational execution for achieving various objectives. This is applicable to virtually any company and across industries, it is especially relevant for mature-market businesses that focus on presentation and enterprise business context. In the bright side, it help bring down the high customer engagement cost for physical visit and time involved, and it almost the only way you can do by using remote channel to maintain high interactive customer engagement during the lockdowns period, and most of enterprise customers remain psychologically no ready to meet and make physical contact due to COVID-19 variant is still remain out there.
Customer experience (CX) with the various touchpoints, for sure remote channels will be moving toward more important, in particular due to COVID-19 global pandemic and during the next normal transition.
E-SPIN Group in the enterprise ICT solution supply, consulting, project management, training and maintenance business for multinational corporations and government agencies, across the region E-SPIN did business since 2005. Feel free to contact E-SPIN for your project requirement and inquiry.