What’s more, UAE consumers are prepared to support organizations that make interacting with them easier. 81% of those surveyed said that convenience is more important than price, compared to 63% of consumers globally, who said the same thing.
“SuperService is becoming a key demand among UAE consumers. We have conducted this research biennially since 2010, and this year’s results shows that customers will remain loyal to organizations that provide outstanding customer service, across every channel, and make communication easy,” said Fadi Hani, Vice President – Middle East, Africa and Turkey, Avaya.
“Based on this research, the path to becoming a SuperServe organization involves taking on four key considerations. The first, and most obvious, is that SuperServe organizations will provide easy and immediate responses to customer queries across any channel. Secondly, they’ll re-think the self-service model by implementing new technologies that empower customers, rather than offload work onto them. They will also augment new channels with AI and predictive analytics. Finally, SuperServe organizations will extend the stellar customer experience to the entire enterprise, meaning employees are just as empowered as the customers they’re serving.”
Certainly, the UAE consumers polled for the report expressed a desire for large organizations to adopt emerging, advanced technologies that will improve the customer experience. Over 60% said they’d like to use a smart speaker such as an Amazon Echo to access customer service, while 78% would like to use voice biometrics to bypass identification and verification questions. Those figures compare to global averages of 50% and 71% respectively.
The research also found that consumers in the UAE would be happy to deal with organizations that use AI and predictive analytics to improve the customer experience. Over four in five say they like it when organizations notice if they’re having difficulty with a process, and 59% want AI to notify them if there’s a problem with a product or service. Additionally, UAE consumers expressed trust in the algorithm; 63% want AI to make better recommendations about new products and services.
Despite this desire to interact with organizations in exciting and advanced ways, however, the report noted that voice remains a crucial part of the customer experience. Almost two-thirds of UAE consumers prefer using the phone to explain customer service problems, and 73% say they get the best answer to queries by using the phone.
“SuperServe organizations recognize the importance of high-quality human interactions, and will provide a contact center service that leverages AI to anticipate customer needs. The organizations aiming to be successful will also make it possible to provide the same great experience across every channel—be it social, chat, email or phone,” said Hani.
SuperServe companies in the UAE do, however, need to be careful around the use of personal data, if the report is anything to go by. The results show that consumers do buy more from organizations that make it easier to do business with them, but 84% worry about security when giving out credit card details over the phone. What’s more, 78% believe that large organizations are not handling their data securely.
“Too often, protecting personal data inevitably means poor customer experience as extra layers of interaction, data or passwords are required. SuperServe organizations will utilize technology to help enhance security whilst improving customer ease going forward,” added Hani.
- Ends –
Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, considering these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.
© Press Release 2019