Going digital is an opportunity to improve how we connect with customers, and Australia has ample room to do so. Globally, digital customer engagement rose to 58 percent during the pandemic, but Australia moved slightly slower at 50 percent.
This leaves a remaining 50 percent of interactions happening offline, the highest in the APAC region, giving Australia the chance to create these new touchpoints where they haven’t existed before.
There is no better time than the present, and customers are more ready than ever to embrace new channels. Video proved to be one of the best channels to help businesses stay connected to individuals during COVID-19. More than half of Australian businesses reported that it helped to strengthen customer relationships, increased access to their products or services, and was a more efficient use of company resources.
It is promising that 76 percent of organisations are now leveraging this channel in Australia, only slightly falling behind the 79 percent of APAC and global firms are doing the same. In the short term, this increases the possibility of gaining additional conversions while building out long-term loyalty.