Responsive customer service key to Pinoys' brand loyalty

SINGAPORE – A brand's ability to quickly respond to inquiries is critical to earning Filipino consumers' loyalty, according to software company Twilio.

- LOUELLA DESIDERIO

Based on findings of Twilio's 2024 State of Customer Engagement Report, Filipino consumers rank responsive customer service as the second most effective way to earn their loyalty, next to offering quality products or services.

Robert Woolfrey, vice president of sales for Asia-Pacific and Japan at Twilio said in a media briefing that another report, the Twilio Consumer Preferences Study 2024, showed consumers in APJ are looking for convenience, trust and speed when engaging with brands.

He said 86 percent of consumers in the region expect brands to use their preferred communication channels, while 56 percent will refrain from purchasing from brands they do not trust.