*On September 1, Relia, Inc. merged with KDDI Evolva, Inc. to form a new company: Altius Link, Inc.
It is said that customer service can make or break a business. Great CX can improve customer retention and repeat business. There are various supporting channels such as voice, chat bot, live chat etc.

CX leaders in the industry have invested their resources in providing the best customer experience. In recent years, we have seen the trend starting to shift from conventional voice call to live chat. This is due to the more flexible nature of live chat compared to voice call. It can handle concurrency, which means one customer support agent can talk to more than one customer at the same time. It's also reported that the first contact resolution is higher for chat than email. Customers might have to email back and forth to get the problem solved. Live chat conversation is also private. After the session ends, the text data is preserved and can be recalled at any time.

In Japan, Line is the most popular platform. With usage penetration of 84 million (70%) active users. Within this tool, clients can set up a corporate page and assist customers through the chat system. No additional registration is required. Line also offers an AI/chat bot which clients can easily incorporate with their live agent support.

Meanwhile, in the Philippines, the most common platform is Facebook Messenger with 73 million users, translating to 65% of the population being active on Facebook. Vietnam is on a similar trend, about 60% of the population are active on Facebook, but we also see Valo getting more market share with 45% of the population active on the platform.

Thailand on the other hand, despite Facebook is the most popular SNS platform, Line users also accounted for 50% of the population, or 36 million people. Half of people who own or have access to smartphones, would likely have Line as a communication tool. Choosing the right tools will help our clients reach the target customers.

Relia group is the expert in CX. We utilize the communication platform suitable for your business to cater to end-users in each Asian country. Read more about our service on the case study here