Singtel offers an effortless shopping journey for customers



WITH just a few clicks on their chosen device, Singtel customers can now compare products, check for stock availability, or make a purchase and get the items delivered to their doorstep.

They can also make an e-appointment through the telco's website or on the My Singtel app to select their desired collection time and shop to pick up their new phone when they make their purchase online.

"This allows the customer to enjoy the ease of online shopping, as well as the privilege of being served at the shop," explains Gan Siok Hoon, vice-president, retail & channel sales, Singtel.

These and other initiatives by the company leverage digital innovation to improve the sales experience for the customer. For instance, Singtel provides real-time assistance to aid customers online through chat options, including an AI-powered ChatBot as well as live agents.

 

At its retail stores, meanwhile, digital micro-signages have replaced traditional price tags to allow customers to scan their queue ticket and add items to their interest list prior to meeting sales staff.

 

 

"By placing a relentless focus on what truly matters to customers, Singtel leveraged an array of digital innovation to create an effortless sales journey across both its online and offline touchpoints," said Ms Gan.

For its efforts, Singtel was the winner of this year's SiTF Award for Best Innovative Infocomm Product (Private Sector) for "creating a seamless and effortless sales journey through digital innovation".

The company's digital solutions has resulted in strong online sales conversion, increased productivity and improved customer experience scores across its touchpoints.

Said Ms Gan: "Singtel will continue its digital transformation across its online and offline touchpoints, and to enhance our suite of omni-channel solutions to meet the ever-changing needs of consumers."


Featured by The Business Times on 31st October 2017