ONE is committed to delivering quality, reliable services while remaining agile in addressing our customers’ evolving needs. To achieve this, we invest in innovative technologies and systems that enhance service delivery and ensure a seamless customer experience. With the integration of our Customer Live Chat system into an advanced customer relationship management (CRM) solution, the platform combines a 24/7 ChatBot and live chat agents during working hours, allowing real-time, streamlined communication with our customers across 52 countries. We have also established a Service Quality Assurance (SQA) team to maintain operational standards amid global supply chain disruptions to ensure minimal service impact. We are continuously enhancing our internal processes to provide better visibility and support for customer-facing teams, backed by data integration and standard operating procedures.
Supporting Customers with Live Chat
Our Customer Live Chat platform was first launched in 2019 across 10 countries to handle e-commerce inquiries, enhance direct communications with our customers and improve productivity. In 2020, we continued the roll-out and now cover more than 30 countries.
We are working to expand it to at least 50 countries and areas by 2022. We have also developed the 24/7 Chatbot who can handle an even greater volume and range of customer inquiries, including booking amendment request, inquiry on charges as well as technical support for using our e-commerce platform.
To better leverage our Live Chat platform to enhance customer experience and decision making, we are currently working on a dashboard that can provide easy access to data to evaluate our service quality in terms of response time, case resolution ratio, customer satisfaction, etc.
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