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3 Reasons Given to Us on Why CEOs Took the Jump

In the course of our work, we have spoken to many CEOs of not just big enterprises, but also small companies and even non-profit organizations. While the former did have the muscle to take on new technologies, what surprised us was that there were small companies and also non-profit organizations which were pretty much hungry for new technologies as well, despite not having muscles which were as big as the former. In fact, some of them had to steal funds from their other ‘pockets’ just to adopt new ways of rendering their services, ie via chat and video call technologies.

In this article, we examine 3 key motivations why CEOs took the jump in implementing chat and video call technologies. But before doing so, let’s examine the implications of adopting and implementing such new technologies into existing businesses.

The 3 implications of implementing chat and video calls

Based on our observations, there are 3 key implications:

1) It requires establishing alternative business model

If previously it means giving customers a monthly or annual package/plans, now businesses are talking about breaking their services down on a per session or per minute basis. This then requires a repacking of their services and so on.

2) A new operational model is then required

If previously it means meeting customers physically or getting them to come to a certain physical location to purchase services/products, now businesses have to start looking at supporting an on-the-go, mobile-based and almost-24/7 operational model. This then requires a different set of management style/strategies.

3) Training and Education become key

Because it is a new model of rendering services, training will need to be given to internal teams (at times, even to the leaders of the organisation), as well as educating the customers. Not just that, at times, a new culture will need to be imbued into the organisation.

These are just 3 of the many implications. They sound like lots of work indeed, hence why it is important to understand the 3 motivations why CEOs took the jump in implementing chat and video call technologies in their business.

The 3 motivations of CEOs on why they took the jump

1) Remaining one step ahead of their customers

The CEOs we interacted with understood the need to drastically rethink customer experience. They understood the changing expectations of customers’ today and knew that to meet these expectations, their existing models would not be sufficient. While they knew the implications of adopting chats and video calls in their businesses, they prioritised the importance of being nimble, agile and ready for the new customer wants, needs and behaviours.

 

2) Do it now, or someone else will do it and displace you

These were almost the exact words of the chairman of a non-profit organisation we worked with in Singapore. A forward looking chairman indeed with the understanding that chats and video calls are becoming a commodity in the business world ie businesses will eventually have to adopt chats and video calls due to the new customers’ lifestyle.

3) Qiscus lowered the barrier of entry. It doesn’t make sense to try.

With Qiscus’ End-to-End (E2E) Solution, there is no need for CEOs to worry about insufficient technical resources and making major operational adjustments. In fact, even the marketing of their new services (via chats and video calls) can be marketed by Qiscus’ team. It is hassle free yet highly affordable even for small businesses and non-profit organisations.


Having said the above, if you are still unsure as to whether to make the ‘jump’ or not, it’s fine. That’s only natural. Just drop us a note at [email protected] to share with us some of your reservations and we will be happy to be your sounding board. At no charges. With no obligations on your part to commit to anything.

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