Let not your beauty products be skin deep only, Reach deep into your customers’ psych by being personal & consistent in every communication channels. Not only on social media presence, but a whole 360 degree view of how to bombast your customers till all they think about is your brand. Being omnipresent in your existing customers’ and potential customers’ mind through OMNIchannel CX solution is one of the surest ways to strengthen your company’s market share, and capitalize new ones.

The Beauty and Personal Care industry in Malaysia is valued at US$2.88bn in 2023 coupled with forecasted to grow annually by 3.10%, according to Beauty & Personal Care-Malaysia reports by Statista. Personal care holds the largest pie at US$1.32bn by this year. In terms of Global market share comparison, an estimated revenue of US$91.41bn is expected for growth in the US alone.

Having the above statistics, it is important to note that the forecasted Beauty & Personal Care market will see that 14.1% of the total revenue will be generated through ONLINE SALES this year. It will only see an upward trend year on year basis.

The landscape of the Malaysian beauty and personal care industry has changed. Today in our local market place from online promotions to physical retail stores, and advertisements, one would notice that there are many local brands capturing the percentage of pie usually dominated by International brands. No doubt the larger market share still belongs to the big players. Spurred by halal certifications, conscious sustainability ethos, locally produced ingredients, all these contributed to the birth of home grown beauty and cosmetics entrepreneurs, as fellow Malaysians have been open to the concept of homegrown brands. Of course not forgetting the infusion of Korean culture influencing heavily to the younger generation as well.

“Luxury at an affordable price mindset” will always be a huge draw, especially in this sector. However, if you do not boost up your last mile delivery effort, switching brands will only be in a blink of an eye. Statistics show that consumers are open to switching brands. Making sure you have a great logistic partner helps, as last mile delivery is surely beyond your direct control. What if with great logistic partnerships, there’s still a huge gap between customers’ communication, order, and the final receiving of the purchase?
Hence with all this competition, surely the next logical step is to boost CUSTOMER RELATIONS in order to have constant brand presence in your consumers mind.

Having ultimate confidence in your product is one thing, however trusting your customer will stay with you because of your product is another. Gone are the days where one brand can reign superior with questionable customer service. No matter how Lux is the brand, if one encounters bad customer service, it’s an ultimate let down. Hence boosting your Customer Service Team is extremely important, more so for established brands.

Equip your CX Team and Agents with the right tool through implementation of OMNICHANNEL. Drawing from a Customer’s feedback on a leading cosmetic brand. Disjointed and inconsistent information updates caused customer frustration, which resulted in a refund request.

Real-experience Scenario of disjointed CX Platform:
The issue was a long wait for the product’s arrival. A WhatsApp number, an online Enquiry Feedback Form, and Customer Support email is provided as a CX feedback by the brand.

The customer opted for both option of chatting through WhatsApp, and dropping complaint message via their customer care email/ enquiry form:
– 1st hurdle: Frustrations began, as both channels are managed by different agents, therefore asking the same questions to customer over again.
– 2nd hurdle: The Enquiry Form Questions does not seem to be effective, as no feedback from the brand.
– 3rd hurdle: Which subsequently required the customer to drop an email to the Support Team, resulting in 3 different parties to solve one customer’s problem!

With the above experience, this shows why the Single Dashboard view is important. Enabling a full view of messages from the same customer by different CX channels to be synced onto one platform. Allowing one agent to handle the process of CX recovery.

With Omnichannel, it provides a 360 degree view whereby agents can monitor customer conversations flow-in from all channels on a one single dashboard. Rather than having to click or crawl for feedback separately from social media sites like FB or WhatsApp. It helps to empower your agents, with you limiting the level of information that can be shared. At the same time, one is able to draw reports on both agents and customer behaviour alike.

Automating these processes is a breeze by using Intuitive Real-time Analytics Dashboard, a data-driven interface which assists Management to make smarter decisions. What can be tracked? Metrics like tracking call queues, dialed, received, missed calls, in accordance with your business Service Level Agreement (SLA) best practices. Eliminating repetitive tasks and achieving employee satisfaction.

Your customers can benefit from brand assurance and personalised care. Imagine the correct information your agents are able to draw with a single click of a button. Example of the customers last purchase, or even a special comment from before, and at the same time your agents can even up-sell the next product. Little things such as these can be tracked should Omnichannel is in place, it goes a long way in making a difference for your customers. It’s a personal touch!

Cosmetic and Health products can be considered fast moving products as well. Especially when many brands are investing in researching what are the best ingredients that are as natural as possible.

Through a strong OMNIchannel platform, having integrated and automated channels, brands can use Outbound Dialer (OB) that empowers call centres with both agent-assisted and agentless for outbound engagements. Or Call Blending (CB) where agents productivity can be optimised thus boosting customer satisfaction in the process.

Whether it’s a conversation on WhatsApp, Messenger, or Instagram will be able to assist in the effective influence of decision in purchase with a click of a button.

A hosted and managed Cloud contact centre solution is one choice to choose from subscription based. If you require setting up a call centre in a short period of time, this would be one of the best solutions. It’s developed for convenience and ease of immediate use. Just like a plug-and -play concept.

We do also have an on-premise deployment solution, where its contact centre is fully owned and operated by your team. If you have an IT team in place, or have a set customer service call centre system in mind and want to integrate it with your own system, this could be a great solution. Either for a planned capital investment to a monthly operational expense. Accordia solutions is able to advise on both solutions above.

Extend your brands reach to South East Asia and beyond, while maintaining your headquarter in homeground here in Malaysia. Unlike many solutions that are out there who might be supporting you remotely from another country.

We have an active presence in the APAC region, hence able to provide local support to our homegrown SMEs based here. Not limited to only Malaysia, as we have partners in Indonesia, and Nigeria who are able to provide the same support services.

Drop us a DM today, set an appointment in order for our Experts to conduct a FREE DEMO. Experiencing yourself is the best way to understand the power of Omnichannel.