Originally published by GrowthOps on Nov 6th 2024

In a highly competitive and crowded telco market, companies across ASEAN are striving to stay relevant and meet the ever-growing demands of their customers. To shed light on these challenges and opportunities, together with GrowthOps we conducted an extensive survey of 500 small and medium-sized enterprise (SME) telecom users throughout the region, uncovering essential insights into their experiences, needs, and expectations.

Here are some highlights from our findings:

High and low touch customer service outweighs pricing when it comes to the preferences of telcos 

34% of of respondents feel that customer service elements can be improved. This can be ranked the highest of all the different categories provided to them .

Reasons for initial telco decision

Most people expect their telco provider to digitalise processes 

71% of our survey respondents would expect their telco to implement process change or digital automation products for them.

Reasons for initial telco decision

In essence, the ASEAN telcos are growing but are not quite there yet in terms of digital capabilities and presence. 

Users are still left wanting for broader, more effective digital customer support solutions, on top of a wealth of potential customers through more effective social media campaigns. 

With all these factors in mind, only 2 out of the top 24 ASEAN Telcos made it into GO’s Innovators’ Circle for B2B capabilities.

Download the full report!

Related articles: Singapore workers preparedness for digital transformation, Singapore’s Gen Z prioritises income over free time, Gen Z shopping behaviour and brand preferences.

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