The initial implementation of Service Cloud equipped Tokopedia’s customer care agents with a real-time view of customers’ orders and payments right inside the service console as well as automatic suggestions of Knowledge Articles. Together with streamlined case management, this supported agents to deliver more effective and personalised service. The next step for the company was to increase automation and enable a more connected experience through the use of Social Studio and social listening.
“At the size we are, we can’t only depend on human agents. We needed to maximise automation and make it easier for customers to self-service,” said Dalimunthe.
Tokopedia once again engaged Salesforce Professional Services for help in designing processes and workflows for more efficient and proactive service. To speed up service, Salesforce helped Tokopedia set up Omni-Channel Skills-Based Routing to automatically direct enquiries to the right team. For example, any delivery questions are now routed right to a logistics expert rather than being passed between teams. This not only provides a better customer experience but has reduced the number of repeated enquiries by 70%. Salesforce has also helped Tokopedia develop a smart reply solution that is integrated with Tokopedia’s API. The reply is modified based on the order status, shipment status, and other information.
To provide more proactive service, Salesforce helped Tokopedia to implement Social Studio and set up social listening so that the company could quickly identify customer pain points. This lets Tokopedia view real-time trending categories related to its brand and also individual customer feedback. Leveraging the new Omni-Channel capabilities and predefined content known as Quick Texts, Tokopedia can better categorise and prioritise any complaints and respond faster. In some cases, they’re able to resolve issues before the customer even gets in touch.