Singtel adopts web chat to improve customer service

Singtel has improved its real-time customer engagement capabilities with the implementation of a web chat system from online and mobile messaging platform provider LivePerson.

The cloud-based chat solution allows Singtel to take advantage of  predictive intelligent targeting and behavioural intent tools to enhance web assistance services and customers’ overall communication experience with Singtel.

“As Singtel continually grows its suite of next-generation communications and digital services, we are also investing in new IT capabilities to support these services,” Singtel vice presiden of consumer operations Candy Chua said.

“We want to give customers a seamless and effortless experience when they look for information or transact with us. For example, with the LivePerson web chat, we can proactively reach out to customers to render timely support when they are surfing our website.”

Steven Fitzjohn, LivePerson’s APAC Regional Vice President added that “there is a gap between the way we choose to communicate with our friends and family – mostly through digital and social channels – and the way brands communicate with us, which is predominantly through outmoded voice channels. Singtel is differentiating itself by taking action to bridge this gap. It is presenting customers with a channel that is familiar and simple to use, and offers customers a better experience overall.”