ICT companies to focus on services in Vietnam

Co-investment in customer service delivery seems to be the new direction of foreign investors in the Vietnamese information and communications technology (ICT) sector.

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B2X and Digiworld set up joint venture to offer care services to Samsung Vietnam

Completing the Samsung ecosystem

Last weekend in Ho Chi Minh City, B2X, a company specialisin in after-sales services for smart mobile and IoT devices, officially entered Vietnam by forming a joint venture with Digiworld Corporation and created B2X Care Solutions Vietnam.

At the signing ceremony, Stefan Gyarfas, director of strategic projects at G2X, said that B2X Care Solutions Vietnam will be responsible for providing customer services for Samsung Electronics Vietnam.

The total investment and contribution were not disclosed, but Doan Hong Viet, chairman and CEO of Digiworld, said B2X’s “world-class customer service solutions” will surely help its expansion in the country.

B2X and Digiworld joined forces to create B2X Care Solutions Vietnam

B2X Vietnam planned to open eight centres, with 150 technicians providing world-class after-sales services for all Samsung products in Vietnam (including Samsung smartphones, electronic devices and appliances).

Explaining why B2X chose this time to enter Vietnam, Andrew Humphries, head of global delivery management, said that the Vietnamese smartphone market is currently very active and has much growth potential.

According to IDC Vietnam, smartphone sales in Vietnam are expected to reach 15 million by the end of 2017, and Samsung is currently holding 28 per cent of the market. Thanks to this, Vietnam is now the third country in Southeast Asia, fifth in Asia, and twelfth in the world that B2X has invested in through a joint venture.

On cooperating with B2X, Viet said that the presence of a world-leading customer service provider will be the launch pad for Digiworld to continue investing in services in the future.

Market share decided by customers

After B2X, Lazada shook the market with its announcement of expanding operations in Vietnam through a sizeable investment in customer experience (CX). Lazada officially announced the appointment of Vu Ngoc Lam as customer experience officer (CXO) along with strategic plans to improve the shopping experience of customers.

CX refers to the overall experience of customers through their interaction with the brands in every channel.

To Lazada, CX starts from the moment customers click on lazada.vn through finding and purchasing products, to the point when delivery is completed or they call the customer service centre for help or to exchange products.

Particularly, Lazada has implemented strategic plans to improve CX, such as improving communication channels between customers and sellers (the channel saw tens of millions of questions during the first week alone, with a response ration of 86 per cent), encouraging customers to rate the products (average 25,000 ratings per week), and working with delivery agencies to reduce the delivery time in urban areas.

Lazada also expanded online commutation with customers through cooperation with Zalo. Lazada will utilise Zalo’s instant messaging service to ensure fast and constant communication with customers, monitoring the delivery status of products, diversifying image and text messages, as well as saving costs from standard text messages.

Alexandre Dardy, CEO of Lazada Vietnam, said, “Lazada’s goal in 2017 is to increase investment in CX, making it the core connecting other departments and improving the overall quality of all activities involving customers. CX will be the factor to push Lazada to develop further in bringing the best experience to customers and help perfect the ecommerce ecosystem Lazada has been building for the last five years.”

By Bao Minh



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