Winning Customer Loyalty in 2025: Are You Keeping Up?
January 2025 is in full swing, marking a crucial start for businesses in Malaysia and Southeast Asia. With Chinese New Year approaching and Hari Raya Aidilfitri following soon after, this season is packed with opportunities to tap into festive market trends and regional growth. If you have not, now’s the time to get ahead, adapt to market trends, and make the most of this festive season!
If you are a business owner, you should know that Customer loyalty is no longer just about delivering a great product or service; it’s about creating an exceptional experience at every touchpoint.
In 2025, cutting-edge customer service technologies will enhance support and transform how businesses build customer relationships. Are you keeping up with the pace of change?
The Era of Personalized Support
The era of personalized customer service is far from over, in fact, it’s a race between companies on which services are the best. Artificial Intelligence (AI) is leading the charge in personalizing customer experiences. From chatbots that provide instant, tailored responses to AI-driven analytics that anticipate customer needs, personalization is no longer optional. Human behaviors have always valued attentiveness, the difference between this time and age are the tools used.
Brands that leverage these tools foster stronger connections, making customers feel valued and understood. You might have an existing CRM tool, the good news is with most CRM, Accordia Global can integrate these tools to enhance your customers and agents’ experience. While CRM tools play crucial role in setting the framework for CX planning on the whole, one must not forget the importance of integrating an everyday tool such as WhatsApp Chatbot, and Gen-AI powered Chatbot into your business framework.
By now, one should have experienced the power of these bots integrated into our daily lives. The first touch base of these Giant e-commerce platforms such as Lazada, Shopee, Shopback, Tik Tok, and more use bots. Rarely one connects to a live agent in the first round. With Gen-AI powered features, using Large Language Models (LLM), they can personalize each response and help your customers more attentively saving your team time and effort.
💡 Accordia Global offers seamless connectivity linking Chatbots and Livechat, WhatsApp Chatbots with existing CRM partners such as Salesforce, Zoho, and Freshworks. In line with integrating existing tools on hand.
Gen-AI powered Omnichannel
Long gone are the days when phone support was the sole option. In 2025, customers expect seamless interactions across platforms—be it social media, email, live chat, chatbots, or voice assistants. Omnichannel integration ensures consistency, allowing businesses to pick up the conversation exactly where it left off, regardless of the channel.
In another scenario, it connects the meta and physical stores – allowing customers to make instant purchases. For example, when visiting a mall – the latest promo pops up on your potential customers’ feed via social media (usually), they walk into the store to physically view the item and “compare the pricing between online direct website, e-commerce platform store, and “physical store” with just a few clicks, they might instantly WhatsApp your business account (if you have one) to clarify some details, especially with high-value items. They then proceed to purchase. What’s the speed of this process? Quick! In just a few minutes! It might not be possible if all these channels are not unified, the potential customer might end up buying from a competitor.
💡 The key word is convenience. Accordia OMNI is an all-in-one contact center designed to fuel your business growth. Whether you’re aiming to accelerate sales, deliver omnichannel customer experiences, optimize your workforce, or achieve operational cost-effectiveness, Accordia OMNI has you covered. Unlock the power of omnichannel customer engagement with Accordia OMNI which includes VOICE, CHAT, DESK, SOCIAL.
Further Role of Automation on the CX Platform
Automation tools are streamlining repetitive tasks like ticket sorting and response generation, freeing up human agents to focus on complex issues. This efficiency not only reduces response times but also enhances the quality of service, a win-win for businesses and customers alike.
In today’s CX environment, it’s no longer a one-size-fits-all all. Sometimes, it really takes two or more technologies to tango. A seamless experience in automating the experience for example is a marriage between tools such as Accordia ACE (an AI-powered chatbot), with Accordia’s DESK (a holistic helpdesk support solution).
These solutions enhance customer experience (CX) by reducing response times and improving service quality:
💡 Accordia ACE Chatbot automates responses and handles routine inquiries before escalating complex cases to human agents.
💡Accordia Desk optimizes helpdesk operations with automated workflows, ensuring faster and more efficient customer support.
Harnessing Customer Data Responsibly with WhatsApp eKYC.
“A 72-year-old retired woman lost more than RM600,000 after being deceived by an individual impersonating a police officer over the phone on Sept 20. He said that the woman received a phone call from an individual claiming to be from the Customer Service Unit in Putrajaya, informing her that her phone number had been misused in a cybercrime case. Source:Datuk Seri Ramli Mohamed Yoosuf, Bukit Aman Commercial Crime Investigation Department (CCID) director, Bernama.”
The digital age has unlocked the power of Big Data and analytics, offering businesses unprecedented insights into customer behavior. By understanding what drives customer decisions, organizations can address pain points, deliver tailored services, and build long-term loyalty. But with this power comes an equally significant responsibility.
While tools today allow businesses to access and analyze data with remarkable ease, this convenience also opens the door to malicious actors who exploit systems for fraud. As the lines between technology and personal security blur, one question remains: Is your customer’s identity truly protected?
That’s where WhatsApp eKYC comes in. It makes verifying your identity quick, easy, and secure—giving you peace of mind that your personal data is safe. In today’s world, where trust is hard to build but easy to lose, protecting your information isn’t just important—it’s essential.
With enhanced technology like WhatsApp eKYC, your company can roll out a higher percentage of subscriptions via automated prompt on-boarding with WhatsApp eKYC in approximately 3 minutes. Subscriptions are important to many companies as a branding exercise, and customer retention measures through loyalty programs push messages via app, web, or even social media prompts. The other plus point is data security for your customers.
💡 Partnering with trusted companies like Accordia Global, certified with ISO 27001 for data security, can help provide peace of mind. This is especially valuable for SMEs that may not have in-house tech expertise to navigate such critical matters.
Training for the Future
Technology is only as effective as the people using it. Continuous training ensures that customer service teams are well-equipped to utilize advanced tools effectively, blending human empathy with technological efficiency.
“APPROXIMATELY 75% OF CONTACT CENTRES WILL BE CLOUD-BASED,
FACILITATING REMOTE WORK AND SCALABILITY. BUSINESSES ARE INVESTING IN THE ONSITE WORK ENVIRONMENT, AS 83% OF WORKERS WORLDWIDE PREFER A HYBRID WORK MODEL.
reported by CX Today 2022, Gitnux Market Data Report 2024”
💡 Human agents now can work from anywhere and anytime. SMEs who rely on subscription-based Customer Service providers can be rest assured of their data and consistencies in quality of service. As consistencies in information can be streamlined and shared across the board. How? With the deployment of a modern-day cloud contact centre! Scaling up or De-scaling according to your needs and budget.
Are You Ready to Thrive in 2025?
The future of customer service is here, and it’s powered by innovation. Businesses that embrace these technologies are not just keeping up—they are setting new standards for customer loyalty.
Find out more on how Accordia Global can take you to greater heights.
