Clients Want to Continue with Virtual Support Even After the Pandemic Ends, Debt Relief MLaw Survey Finds

Nine out of 10 reported the quality of support was as good as before

People have embraced virtual assistance and communications for the access to information and services as a result of COVID-19 and nine out of 10 reported the quality of support was as good as before, according to findings of a consumer survey conducted by Debt Relief MLaw, Singapore.

Sixty percent said that based on their experience during the pandemic, they want to use technology more for communicating with their service providers to manage their state of affairs in the future.

The survey was conducted in June across Singapore at a time when all businesses were under some degree of government restrictions as a result of the global pandemic, where nearly half of all surveyed consumers began using virtual tools such as video conference calls, online chat, and apps. Sixty-three percent of those who used video conferencing said it was very good or excellent, an impressive response given 70% were using video conferencing for virtual support for the first time. By using technology to support communication and access to information, it is understood that service providers were largely able to maintain or even improve on the customer experience.

“Along with the move to virtual forms of support and communication came a sense of greater satisfaction with the assistance rendered,” explained Mervin Law, co-founder of Debt Relief MLaw, Singapore. “Many clients said they felt the virtual support was more personal, more convenient and timely. Rather than having to commute to an office for a consultation, assistance are now being rendered at home — in a setting, time and place where people felt most comfortable. A good many also said the information they received was better.”

Forty-seven percent of respondents said they received better, more personalized responses; 41% said quicker responses and 40% said it was more convenient to access through new communications channels.

Using virtual technologies as a regular part of business development would not only improve resilience to disruptions but also improve the customer experience.

“The pandemic has shifted consumers attitudes and expectations as they have embraced new digital tools. What we are seeing, and hearing is that the virtual support model is here to stay,” said Mervin. “Companies need to invest people, time and money now to build on this momentum to expand and enhance the tools and platforms they use to communicate with and provide virtual support for their clients. But technology is not enough, as companies must also continue to engage clients directly to deliver on expectations.”