How can you meet and exceed your customers' expectations as demands for customised service increase?
We put this question to Tokopedia, a technology company that is at the centre of Indonesia’s still rapidly growing ecommerce industry. Rudy Azhary Dalimunthe, Vice President, Customer Excellence shared how Tokopedia moved away from a reactive support model and adopted a strategy of proactive engagement.
Tokopedia’s transformation, which was supported by Salesforce, has improved customer satisfaction by 15 percentage points. Rudy has drawn from this success to share Tokopedia’s top five tips for creating an outstanding service experience: