Qualtrics’ customer experience management software known as Qualtrics CustomerXM is a sustainable and scalable solution that leverages the most comprehensive suite of listening tools, predictive intelligence and analytics, and full closed-loop actioning capabilities.
The rapid global digitalisation and access to the Internet and mobile technology have resulted in the exponential growth of digital buyers, making e-commerce an indispensable part of many industries, especially the retail sector. With COVID-19 restricting the movement of people and goods, online shopping has been one of the most popular online activities worldwide.
In a report by London-based research, consulting, and events company GlobalData, Singapore is one of the fastest-growing e-commerce markets in South East Asia estimated to reach S$9.5bn (US$9.5bn) in 2020 and registered a compound annual growth rate (CAGR) of 15.4{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} between 2015 and 2019 to reach S$8.3bn (US$6.2bn) in 2019.
Singapore Post Limited (SingPost), has experienced a surge of e-commerce transactions during the COVID-19 outbreak last year, recording a 40{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} year-on-year surge in e-commerce deliveries. As Singapore’s national postal service provider and pioneer of international e-commerce logistics, SingPost aims to better understand consumer preferences and changing behaviours to continue to deliver enhanced customer experience even beyond the pandemic.
Leveraging Qualtrics’ Customer Experience Management Software
SingPost selected Qualtrics, the world’s No. 1 Experience Management (XM) platform, to get the pulse of the customer and enable the company to act on the increasing demand on fast, resilient, and reliable delivery systems. In partnership with Kantar, a Qualtrics Partner Network member and a leading data, insights, and consulting company, SingPost will deploy the Qualtrics solution to create a scalable listening platform.
Mao Gen Foo, Head of Southeast Asia at Qualtrics shared:
“After 12 months of unprecedented disruption and change, in Singapore and across the globe we are seeing a new type of customer appear with different behaviours, preferences, and attitudes. This change is happening at a time when businesses and governments succeed or fail based on the experiences they provide, meaning the ability to rapidly listen, understand, and act on customer feedback is key.”
“The capabilities and support provided by Qualtrics will help SingPost build and cultivate the experience-centric business needed to succeed in fast-moving markets,” he added.
The Qualtrics CustomerXM platform will enable the e-commerce logistics company to gain visibility across the entire customer journey by gathering feedback online, in-branch, and at delivery operations. By having access to real-time, actionable insights on the evolving customer behaviours and preferences, SingPost will be able to redesign and enhance the customer experience based on current needs and expectations.
Furthermore, SingPost can leverage the platform’s deep analytic capabilities to evaluate the qualitative and quantitative feedback in real-time as well as segment data per customer type and channel in driving specific improvements.
The Ultimate Listening Platform
Qualtrics offers world-class CX products built for business impact for every stage of the customer journey, including digital, customer care, in-location, and account management.
The Qualtrics Experience Management Platform ultimate listening engine provides the most comprehensive suite of listening tools to deliver experience data from any channel. Through the XM platform, organisations can identify experience gaps and receive automatic recommendations to resolve issues.
Here are some of the key features of the XM platform that can help organisations listen across every channel:
- Video and emotion analytics
- Voice calls in customer care centers via Qualtrics iQ
- Conversations from SMS and chat applications like Whatsapp, Facebook Messenger, and Twitter DMs
- Website and App feedback
- Team collaboration tools like Microsoft Teams and Slack
- In-moment feedback through Device/IoT engagement
