KUALA LUMPUR, Malaysia, June 16 (Bernama-PRNewswire) — While physical business activity continues to gain momentum as the country settles into the endemic phase, the diverging consumer behaviour shift towards online and digital platforms remains firmly on track. This bodes well for the nation’s ambition to transition to a digital economy by 2030.
Gibraltar BSN observed this encouraging trend through the steady uptick of its customers preferring to engage on its official Chatbot, Live Chat, and website. Chief Executive Officer Lee Kok Wah commented, “Over the past two years, we have seen double-digit growth in all our digital communication platforms. While our on-ground agents experience a significant rise in customer requests for face-to-face meetings on insurance advice, we find that our customers increasingly prefer to interact with us digitally for their policy related matters. In fact, to this day, monthly transactions on our smart Chatbot on WhatsApp continue to grow on average by 12%.“