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eCommerce Benchmark Report

With the rise of “Me-commerce”, which means meeting a customer’s ever-changing and increasingly demanding expectations and habits, consumers now expect a personalised approach that makes them feel special. We wanted to understand how automation can help eCommerce companies achieve this.

We analyzed 1.8 mn queries from over 35 brands across the Middle East, India and Southeast Asia (Malaysia, Indonesia, Singapore & the Philippines) to understand what companies are doing to improve their customer support.

It covers the following topics:

  • A Shift in Customer Support from Manual to Automated
  • The Current State of eCommerce Customer Support
  • Report Methodology
  • Industry Benchmarks
  • Future of Customer Support Automation
  • How Can Help