4 E-commerce Industries Trend in Indonesia

Coincide with Harpelnas or National Costumer Day, Blibli.com share about four biggest trend of costumer service in e-commerce industries. These four are time flecibility, concierge service, 224 hours service every day, and human resource developmentfor costumer.

Blibli also emphasize the important of combining digital technology with human touch, starting from social media to Aartificial intelligent (AI) based chatbot.

SVP Operation and Product Manegement Blibli, Lisa Widodo, describe the first trend that is Time flexibility can erase the time limitation in serving costumer, especially using phone call.

The second trend, Concierge Service, is where the costumer get an individual or private service based on their needs. For that Blibli will guide the costumer how to find the root of the problem that they’re facing.

Meanwhile, the third trend, 24 hours nonstop service every day is a must in e-commerce business nowadays if they want to keep operating nonstop. Costumer service in e-commerce must have 24/7 nonstop through phone call, email, chat, and also social media like Facebook or Twitter.

The Most Popular Costumer Service

Chat is the most popular service channel, chat contain almost 42% from all the Costumer Care traffic from January until June in 2019. Chat became popular because how convenient it is, they don’t have to worried about the phone call cost, and they can directly talked to the person in charge.

The last industries trend is Human resource development for customer service. In order to satisfy the costumer it need a skillful and can help with every costumer need. Because of that Blibli held a training program for their workers from times to times.

In the future, Blibli will keep improving CLARA or Chat Live and Recommendation Assistant, it is an Artificial Intelligent (AI) based Chabot that help answering to basic question asked by costumer. Besides that, Blibli also open WhatsApp service channel and adding Resolution Center at Blibli application.

“CLARA will be used to answer a question in a form of guidance. But, our customer service agent that we named as Blibli Loyality Team Service (BLITS), will be answering more complex question,” said Lisa.

Costumer service is the part of Blibli effort in prioritizing costumer satisfaction like the saying ‘Costumer Satisfaction First’, it is a business strategy that prioritize costumer service for 24/7, free dilivery, 100% quality product, safe payment and 15 days return the product.