As Covid-19 shows its big hit to the business world, it has proven that the effect it causes to the business needs to be taken seriously. As world cases exceeded 11 million cases—with the number going every minute, the executives have to prepare the workforce to survive. Recent surveys from McKinsey said that according to June’s survey, global executives believe that the recovery of business coming back into shape from this pandemic will be bumpy and slow (33%).
With people grow more and more wary to go out from the safety of their home, global businesses have learned that potential crises—that we definitely learn from this pandemic—always have the possibility to be exposed to all aspects of the business. The management team has to work through all the uncertainties of their business, to appease their customer-based work so the company could still thrive with business and crisis management plan. Not only it could result in successful business management through crises, but it could also result in a good customer service team.
CRISIS & CUSTOMER SERVICE
So how should you manage your business to stay above water during the crisis? As communication becomes important in the time of the pandemic, businesses should develop a great crisis and customer service. Customer service has been the team that ensures the relationship between the business and the market runs very well and profitable for the business. Listed below are some of the things recommended by Co-Founder Scorebuddy Dublin, Dick Bourke, in customerthink as a crisis communication tips.
Support your team
While facing an unprecedented crisis this pandemic has caused, you have to constantly be there for your team. It is important to provide your team with emotional support so your compassion for handling the crisis will show through to your customers. This will be one of the key points that differentiate you from your competitors.
Data and Information Gathering
While communicating with customers, your team will have time to determine the solutions to the impact of the crisis on your customers by reviewing customer service and communication policies and the change they brought during the crisis. With these insights, you will have to prepare the crisis management plan to handle the impacts that you have concluded.
Developing a Crisis Management Team
Just because your team faces a crisis does not mean that your business should go down the drain with the pandemic. Be prepared to develop the crisis management team. According to customerthink, in general, your crisis management team should consist of Crisis Manager: This person is an expansion of you to communicate and integrate your crisis communication plan; Crisis Management Advisor; directly report to Crisis Manager and providing needed resources; Emergency Director; work with emergency officials to support and assist report; Public Relations Specialist; Legal Advisor; and Medical/Security/Safety Advisor. This team will help you implement your plan of crisis management and prepared in case of future threats.
Provide an omnichannel support
To answer customer’s demands in this crisis, messaging platforms become scarce to provide customers with their communication of choice. Assuring your customers that you are always available to respond to all their demands is important, moreover in times of crisis. Using an omnichannel messaging platform might be the answer to what your customer needed.
According to qnomy, Omnichannel is an integrated approach to customer-centered processes in which multiple channel interactions are combined into a single management system to improve customer satisfaction and user experience. The advantages of omnichannel customer service are that it integrated multiple messaging platforms as a way of communicating with users and giving customers shopping convenience.
A branded omnichannel messaging platform for sales, marketing, and support can offer an entirely different experience for customers. One of the omnichannel messaging platforms is OneTalk. OneTalk is an Omnichannel Customer Engagement product from TapTalk.io that could integrate multiple messaging platforms. This will allow you to have an all-in-one inbox to communicate with your customers. You could assure that whichever the customers’ platform of choice you could provide. Because this product eases your customer to reach you with various messaging platforms such as Whatsapp, Telegram, Facebook Messenger, Twitter DM, Line, email, etc.
Omnichannel might be a way to maintain a positive and professional reaction to this pandemic. With omnichannel such as OneTalk, you can learn their history, how long have they been waiting, and what channel did they use. Learning your customers’ needs abled you to offer the thing they needed the most—even more so in this time of crisis.
To learn more, visit our website TapTalk.io.
Increasing your business growth might take a considerable amount of effort. First, you have to spend some time to get your marketing sales up. Moreover, you need to study your financial statement as well as other corporate compliance. When you have just started your business, you might find difficulties in managing your company. However, by taking a step-by-step approach, you can get a better result in a shorter amount of time.
Step 1: Set up a clear business statement
A defined goal might be strategic moves when it comes to a business. To create a road map to rapid growth, you have to make every decision on track. So before you start everything else, make sure to define your vision. It might sound cliché, but it will save you from problems in the future.
Step 2: Focus on your buyer persona
A buyer persona is the core of your business. Building one is easy, but keeping your focus on it is a different story. That is why you need to take measures to always keep it real. Set your priority in the right order to see growth in your business.
Step 3: Study your competitors
Competition might be exhausting, but it is necessary for the growth of your business. Research becomes the key to success here. The right research will undoubtedly get your business one step ahead against the competitors.
Step 4: Develop customer support
No business can survive in the field without paying attention to its customer. Therefore, you must invest some of your revenue in developing customer support. This step will allow your brand awareness to rise and eventually support the growth of your business.
Step 5: Time your management
So now you have a business, and you want to see it growing endlessly. To do that, we suggest you manage your time well. Apply a generous 60 percent of your time to do the things others cannot do. However, spend some time to strategize and plan your business ahead too.
Step 6: Create more content to connect with your customer
Aside from building excellent customer support, you will also need to spend some effort into studying the best messaging platform for sales, marketing, and support. Through more channels such as social media and social media messaging, you can reach more customers, and aim to get acknowledged.
Step 7: Master your financial statement
The financial statement gives you an accurate analysis of your own brand effectiveness. Master how to look into the answer from the number shown. This is the secret key to taking everything to a new height.
Step 8: List the email of your potential clients
Email marketing truly works. If you ever wonder how this copywriting works, stop your thoughts right there. For even, the multi-billion dollar company nowadays starts from the very essence of email copywriting.
Step 9: Unlock a new growth by establishing a partnership
Stop thinking that you can expand your company alone. A strategic partnership must be done from time to time for the sake of rapid growth. But, do make sure that your partner knows the line they cannot cross when it comes to partnering.
Step 10: Marketplace is your new best friend
Today's world comes with endless possibilities. If you seek to grow your business, make sure to update yourself with new options. For example, you can start utilizing the online marketplace as a new way of selling your products.
Step 11: Manage your clients with Omnichannel platform
Using an omnichannel platform might benefit your client as well as your business. OneTalk is one of the best messaging platforms for sales, marketing, and support you can choose these days. With its user session synchronization, it will be easier for your client to contact you. You can simply connect their login session so that they do not have to re-input their information. This kind of feature would grow your business into a bigger business because managing clients is the core of every business.
Kita hidup di masa-masa sulit yang penuh dengan ketidakpastian. Tidak ada yang bisa menjamin atau tahu untuk apa yang akan terjadi dalam wabah COVID-19 ini. Bisnis yang ingin bertahan di masa COVID-19 ini harus menjaga komunikasi yang konsisten dan relevan dengan customer selama pandemi. Para pemilik bisnis dan konsumer tentu nya juga harus beradaptasi dengan lingkungan ‘new normal’ ini. Sekarang, tantangan terbesar bagi pemilik bisnis adalah bagaimana caranya untuk mempertahankan arus komunikasi terhadap customer mereka secara konsisten dan relevan. Terutama jika bisnis Anda berencana untuk kembali beroperasi di dalam beberapa minggu yang mendatang.
Menurut riset yang kami lakukan, ada beberapa cara yang menurut kami bisa Anda ikuti untuk melayani customer Anda di masa pandemi ini.
Keberhasilan bisnis Anda dapat bergantung pada seberapa baik Anda memenuhi perubahan kebutuhan pelanggan. Jika Anda sudah melakukan 4 hal diatas, yang harus Anda lakukan setelah itu adalah untuk menadaptaskan bisnis Anda dengan situasi pandemi ini. Misalnya, para bisnis sekarang dapat melayani customer secara vitual dan menggunakan layanan sosial lainnya dengan bantuan teknologi. Untuk bisnis online, pastikan bisnis Anda masih bisa dijangkau di saat #NewNormal ini. Dengan OneTalk by TapTalk.io, Anda dapat menjangkau customer dari berbagai aplikasi messenger dan juga sebaliknya. Customers dan konsumen Anda-pun dapat belanja dan tanya jawab bebas repot via online dengan omnichannel OneTalk by TapTalk.io. Gunakan OneTalk untuk mempermudah kinerja Anda.
Semoga bermanfaat dan semoga tips dan trik yang kami berikan bisa memberikan insight untuk membantu Anda menyusun strategi di masa pandemi ini!
Produktivitas bisnis bergantung kepada kemampuan perusahaan masing-masing. Lalu, apa lagi yang menjamin kesuksesan bisnis? Bisnis membutuhkan karyawan yang aktif dan produktif yang menjalankan tujuan yang selaras dengan goal perusahaan. Kabar baiknya adalah bisnis dapat mempengaruhi dan mengubah produktivitas dalam banyak cara. Contohnya dengan bantuan teknologi.
Di #NewNormal ini, kita dapat menggunakan teknologi untuk memaksimalkan produktivitas bisnis untuk mewujudkan kesuksesan sebuah bisnis. Bisa dilihat dari banyaknya pembisnis yang menggunakan menggunakan WhatsApp untuk sales, marketing dan customer support.
1. Menjalankan bisnis menjadi lebih efisien
WhatsApp telah banyak membantu para bisnis untuk menjadi lebih efisien dengan cara memungkinkan Anda untuk memiliki menjalankan bisnis di WhatsApp. Berkomunikasi lebih efisien dengan pelanggan Anda tanpa biaya tambahan, dan membantu Anda mengembangkan bisnis Anda.
2. Pantau informasi melalui teknologi
Bisnis bekerja berdasarkan informasi. Kalau sudah memakai WhatsApp, lalu bagaimana caranya untuk sebuah bisnis memantau informasi? Dengan OneTalk, informasi dapat dipantau di dalam satu dashboard menggunakan fitur Smart Disposition. Pelajari data Anda. Buat dan rangkum disposisi dari setiap case yang masuk untuk mendapatkan insight business dari customer Anda.
3. Komunikasi menjadi sangat mudah.
Salah satu alasan menggunakan WhatsApp sebagai alat pemasaran adalah bahwa banyak pelanggan Anda yang mungkin sudah menggunakannya. Buktinya ada lebih dari 50 miliar pesan dikirimkan melalui WhatsApp setiap harinya. Fitur All-in-One Inbox unggulan OneTalk dapat membantu membuat komunikasi menjadi lebih mudah lagi. Kami mengerti waktu Anda sangatlah berharga. Perlengkapi agent Anda dengan tools yang memiliki fitur yang lengkap. Mempermudah customer Anda untuk menghubungi Anda melalui berbagai channel dan jangkau mereka dengan lebih mudah dan memungkinkan customer untuk menghubungi via WhatsApp, Telegram, Facebook Messenger, Twitter DM, LINE, Email, dan lainnya. Biarkan customer Anda memilih channel untuk menghubungi Anda.
4. Kontrol akun menjadi lebih efisien
Sayangnya, aplikasi WhatsApp Business tidak mungkin digunakan untuk banyak pengguna. Apa yang terjadi jika terlalu banyak nya pesan masuk dan ingin mempunyai Agen lebih dari satu untuk kontrol akun WhatsApp Business Anda? Hindari customer bingung karena banyaknya nomor WhatsApp Anda. Dengan OneTalk, Satu nomor WhatsApp bisa Anda gunakan untuk banyak admin. Optimalkan nomor WhatsApp Anda. Satu nomor WhatsApp bisa Anda gunakan untuk menghubungi seluruh customer Anda.
Untuk informasi lebih lengkap, kunjungi website kami OneTalk dan hubungi kami di sales@taptalk.io.
Customer service sangatlah penting untuk bisnis karena bisnis tidak akan berjalan tanpa customer. Customer service yang hebat harus fokus pada memperlakukan customer dengan baik, menjawab pertanyaan dan melampaui harapan. Pendekatan ini membantu bisnis melibatkan pelanggan dan membangun hubungan yang kuat. Berikut adalah alasan lain mengapa customer service adalah penting:
1. Customer service dapat mencerminkan brand image, misi, dan nilai-nilai perusahaan Anda
Customer service Anda adalah koneksi yang menghubungkan perusahaan Anda kepada customer Anda. Dengan demikian, customer service mempunyai tanggung jawab untuk mewakili merek dan perusahaan Anda kepada customer Anda. Maka dari itu, customer service adalah essential untuk menyampaikan brand image sebuah perusahaan. Customer Service dapat membantu mempengaruhi customer dan meyakinkan customer untuk memilih kekuatan perusahaan Anda terhadap competitor.
2. Cost customer retention < cost customer acquisition.
Cost untuk menjaga customer untuk setia lebih murah dibandingkan dengan cost untuk mendapatkan customer baru. Penelitian menunjukkan bahwa cost-nya sekitar lima kali lebih besar untuk menarik customer baru daripada mempertahankan bisnis yang sudah ada. Customer yang puas akan setia ketika sebuah bisnis dapat dipercaya dan menyediakan layanan customer service yang baik. Melayani kebutuhan customer dengan baik adalah kunci untuk customer retention.
3. Memberikan pengalaman terbaik dapat mendorong business growth
“Tanpa pertumbuhan dan kemajuan yang berkelanjutan, kata-kata seperti peningkatan, pencapaian, dan kesuksesan tidak memiliki arti.” - Benjamin Franklin
Jika customer Anda senang, seluruh organisasi juga senang. Memberikan pengalaman terbaik kepada customer Anda membuat investor, partner bisnis, karyawan, dan semua nya senang. Semakin Anda menginvestasikan waktu dan uang untuk memuaskan customer Anda, semakin banyak peluang yang Anda miliki untuk menciptakan pertumbuhan organisasi, profit dan juga revenue. Dengan base customer yang bahagia dan sehat, peluang untuk menarik investasi dan growth untuk business akan jauh lebih besar.
Lalu, bagaimana cara nya supaya bisnis Anda dapat memberikan customer service yang bagus? OneTalk adalah solusinya.
OneTalk adalah omnichannel messaging platform untuk Sales, Marketing dan Support. Anda dapat meningkatkan pengalaman berinteraksi dengan customer Anda melalui beberapa channels yang dapat dipantau melalui satu dashboard!
Untuk info lebih lengkap, dapat hubungi kami di sales@taptalk.io atau hubungi website kami.
‘At TapTalk.io, we don’t believe in good customer service but excellent customer experiences’
Seiring dengan berkembangnya teknologi informasi dan perubahan tren para pengguna internet di Indonesia, semakin banyak penduduk Indonesia yang menggunakan internet bukan hanya untuk mengkonsumsi media baik itu tulis maupun gambar, tetapi juga untuk kebutuhan berbelanja/commerce.
Badan Pusat Statistik (BPS) mencatat, pada tahun 2018 terdapat lebih dari 20 juta transaksi online, dengan nilai lebih dari 17 triliun rupiah, dari 13.485 usaha e-commerce. Dengan nilai transaksi sebesar itu, bisnis online adalah sebuah industri yang sudah tidak bisa dipandang sebelah mata.
Sebagai pemilik bisnis yang berjualan secara online, tentunya Anda perlu memberikan pengalaman terbaik bagi para pelanggan maupun calon pelanggan Anda. Pengalaman ini bisa dihasilkan dengan memiliki support/dukungan yang baik, respon yang cepat, selain tentunya menjual barang dengan mutu yang sesuai dengan yang Anda janjikan. Dengan melakukan hal-hal tersebut, maka akan meningkatkan kemungkinan pelanggan Anda untuk tetap setia dengan bisnis Anda.
Salah satu cara untuk memberikan pengalaman terbaik adalah dengan memberikan support/dukungan terbaik kepada para pelanggan Anda, dan membuat pelanggan Anda merasa mereka berinteraksi dengan seseorang yang mengerti dengan kebutuhan mereka.
Di saat yang bersamaan, Indonesia adalah salah satu negara dengan tingkat penggunaan media sosial paling aktif di dunia. Media sosial yang dimaksud adalah Facebook, Twitter, Instagram, maupun instant messenger seperti WhatsApp, Telegram, dan LINE. Mereka sudah memiliki account di media sosial tersebut, dan mereka sudah tinggal selangkah lagi untuk bisa menghubungi Anda.
Pertanyaannya adalah, bagaimana cara supaya bisnis digital Anda dapat dijangkau oleh semua orang yang sudah memiliki media sosial tersebut?
Untuk itulah, layanan seperti OneTalk hadir.
OneTalk hadir untuk memberikan Anda akses ke berbagai media sosial, tanpa Anda perlu memonitor semuanya satu per satu secara manual. Anda tinggal menghubungkan semua media sosial yang Anda miliki ke satu dashboard, lalu dari situ semua tim support Anda akan dapat merespon pertanyaan yang masuk.
Dengan begitu, calon pelanggan Anda dapat memilih platform kesukaan mereka, dan langsung bertanya kepada Anda dari situ. Hal ini akan membuat tidak perlu men-download aplikasi tambahan untuk menghubungi Anda. Dengan begitu, mereka akan merasa lebih nyaman karena mereka akan menggunakan platform yang mereka sudah familiar. Di sisi lain, Anda pun tidak perlu repot memonitor semua media sosial Anda dan mengatur berapa banyak Admin yang Anda perlukan untuk setiap media sosial.
OneTalk memungkinkan Anda untuk terhubung dengan WhatsApp, Telegram, LINE, Facebook Messenger, dan Twitter. Dengan menggunakan satu dashboard saja, semua admin Anda dapat bekerja berdasarkan channel mana yang sedang ramai, sehingga pekerjaan mereka pun akan lebih efisien.
Hubungi kami untuk mempelajari OneTalk lebih lanjut!
Your social media is one platform that could (hypothetically) help your customers in finding the solutions they needed. Simply by using a direct message feature, and voilà, they could reach a customer service line. Problem solved? Think again. Imagine having all your customer service management, routed through social media. What if we could tell you there’s a better way?
What if, they could reach out to you via your website instead?
A chat launcher can support your engagement with website visitors directly and in real-time! Which in turn, will increase the rate of sales, a conversion rate of visitors to customers, and many more! You might be surprised how a simple live chat can hugely impact both your customer service experience and the sales performance of your business.
1. Efficiently Solves Pain Points
How long do you think, will a customer wait within a queue? A survey conducted by great clips shows that 94% of customers would only accept 5 - 10 minutes of waiting time; and out of 48% of those customers would assume that your business is poorly run. Simply because of waiting time. Remember, happy customers, run businesses.
2. Economical
The cost per interaction of a live chat is significantly lower compared to any other communication gateways, i.e. phones, email assistant, etc. With a live chat feature, a single agent is able to delegate multiple customers at a time. This will increase your business productivity and maintain great customer satisfaction at the same time.
3. Happy Customers
Faster response time brings more customers to your business. Not only will it make them happy, but a lasting good impression can also be a huge impact on a customers’ conversion rate.
4. Keep Tabs on Your Customer Service Team
How do you judge the success of a business? One sure way is by measuring its customer service experience. Ring your customers of their opinions, and ask about their satisfaction with your customer service team.
Selain implikasi serius bagi kesehatan masyarakat dan layanan kesehatan, coronavirus (COVID-19) memiliki dampak yang cukup signifikan kepada semua bisnis, khususnya di Indonesia.
Kita sudah memasuki bulan ke 5 di tahun 2020, tetapi bisnis di berbagai sektor di Indonesia dan negara-negara lainnya terkena dampak buruk sebagai pandemi COVID-19 menghambat dan mempersulit kegiatan ekonomi nasional.
Bisa dibilang, hanya ada beberapa bisnis yang maju karena COVID-19 yaitu; bisnis yang menawarkan produk dan layanan kesehatan. Lalu, bagaimana untuk bisnis-bisnis lainnya? Hotel, travel agency, ritel dan restoran yang harus tutup offline store?
Apa yang dapat Anda lakukan sekarang untuk membantu menyelamatkan bisnis Anda? Salah satu solusinya adalah untuk merubah toko offline Anda, menjadi online. Sedang dikarantina, bukan berarti bisnis juga harus di karantina. Dengan mengubah toko offline Anda menjadi online, Anda tetap bisa menjalankan bisnis Anda dan melakukan transaksi online dengan customer.
Untuk bisnis online, pastikan bisnis Anda masih bisa dijangkau di saat customer Work From Home. Dengan OneTalk by TapTalk.io, Anda dapat menjangkau customer yang sedang Work From Home dari berbagai aplikasi messenger dan juga sebaliknya. Customers dan konsumen Anda-pun dapat belanja dan tanya jawab bebas repot via online dengan omnichannel OneTalk by TapTalk.io.
Bisnis lancar dan berikan layanan kelas dunia dengan produk kami. OneTalk siap bantu Anda, hanya dengan satu dashboard untuk semua akun messenger Anda. Pantau pesan dari WhatsApp, Telegram, LINE, dan masih banyak lagi, di satu dashboard.
Yuk mulai bisnis online Anda dengan OneTalk by TapTalk.io!
The COVID-19 pandemic may fundamentally reshape some areas of how we live our lives, especially for companies. Many companies are implementing mandatory work-from-home policies to help to slow the spread of the virus. This means that all of us are up to face an extraordinary challenge: working from home.
According to the studies, employees who have the opportunity to work from home or have the opportunity to work from another remote location are said to be more cheerful, more productive, and more loyal to their company. In a simple word, a change of working environment may lead to increased productivity for some, but on the other hand, it can lead to a dip in productivity for others. As follows, how do you ensure that your team is staying productive when working from home or working on various remote environments?
If you are one of the few lucky businesses that could have the option to allow your employees to work from home during this period, you should make sure that your team is set up for success. Here are some of the actions that you can take at this moment:
1. Set the Expectations
Setting expectations around working hours and productivity levels are very crucial for employees. For instance, establishing that employees should plan to be working on normal business hours when working from home is a solid starting point.
2. Embrace Digital Working Space
Leverage productivity tools and app to help you interact in a better way and build a much stronger communication with your employees.
You can use platforms for video and audio like Zoom, GoogleMeets and many others to schedule quick every day meetings, and also giving the employees a place to express their aspirations and discussions about the problems they face.
In like manner, for day-to-day communication within the organization we recommend using Microsoft Teams to communicate with all employees.
3. Provide Guidance on Timekeeping.
Employees will still need to accurately record all hours worked. Make sure you provide an accurate and helpful tools for your employees, with the purpose that they can track and record their time while doing the remote working. Real-Time Activity Tracker feature on TapTalk.io Omnichannel Customer Support to monitor your employee’s performance and keep them on track.
For more information, visit our website taptalk.io/onetalk or contact us through email hello@taptalk.io.
Reach us by phone at (021) 27939266
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