VADS
Articles

This Time to Your Company to Use Chatbot

Posted On 19 Mar 2020

The development of communication and information technology today has helped many aspects of life, especially in the process of information exchange in the industrial world. One of these technological developments is chatbot. Chatbot is a program created to respond to messages automatically. Chatbot can be in the form of audio or text, even now it can be used in the form of video. Chatbot works with artificial intelligence mechanisms in communicating with users so that it can help companies respond to consumers quickly and precisely.

The use of chatbots in Indonesia has been rife in recent years. There have been many chatbots that can help serve various industries such as in telecommunications, retail, automotive, financial services, health, e-commerce, education, even UMKM. Various types of industries are trying to be able to respond quickly to the needs of consumers so that the speed and efficiency is needed to increase consumer confidence in the company.

In the current era of information disclosure, consumers certainly have complaints and various questions that want answers quickly and accurately. Of course with the presence of Chatbot, you can be helped in handling complaints at any time even outside of working hours though. This is where the big role of chatbot in terms of responding to consumers and to improve customer satisfaction. By using chatbot, you can save time in answering all customer responses, both complaints and questions from customers every day. Chatbot can help your company save time and also reduce your company's spending budget.

Does your company already use chatbots to simplify your performance? Chatbot can provide efficiency for your company, especially for jobs that can be automated, especially those that are repetitive. In addition, chatbot has unlimited working hours. Chatbot can serve consumers for 24 hours. Chatbot can be used on Facebook Messenger, Telegram, Line, Webchat, Mobile, Twitter and WhatsApp. Various types of features that are owned by chatbot to help your company include as a means of information and promotion, can broadcast messages precisely to the target audience, can be used to provide rewards / points, can be used as reminders and can also make transactions for your company's business. In addition, chatbot can also be used for data validation, one of which uses video calls to verify data, so using chatbot can help your company to improve customer care and also customer engagement.

The many advantages of chatbot is very helpful for your business. It is time for your company to use chatbot or smart chat assistant for business efficiency and create better customer satisfaction. Contact marketing@vads.co.id for a consultation related to chatbot needs in your company.

Articles

Maximize WhatsApp Business for Your Business

Posted On 12 Mar 2020

Progress in the field of information technology has a positive impact on society, especially business people. In the current era, providing information related to products and services from our business can reach all walks of life wherever they are so distance is not a barrier. One of the media that can be used in spreading the information is WhatsApp.

WhatsApp has become one of the most widely used messaging services by the public both for communication even for business purposes. The presence of WhatsApp Business is one of WhatsApp's strategies in seeing the enormous potential in the business world. The various features and advantages of WhatsApp Bisnis were created to make it easier for companies to interact with their customers.

For you business owners, the existence of WhatsApp business has a positive impact on business people both directly and indirectly, such as facilitating communication with customers directly about the products you have. In addition, you can also use WhatsApp Business for marketing and promotional purposes. You can set quick replies to manage and reply to conversations with customers efficiently. That way, you can improve service to customers. Consumers not only want goods that are good for them to buy, but today's consumers need fast, easy service, and can answer all the questions quickly and accurately.

Another advantage of WhatsApp Business is that you can optimize your business profile such as a profile photo using your company logo, full address, business category, description here, days and hours of operation of your company, business email address and also your business website address so consumers can find out the profile your company through your company's WhatsApp Business and your company's WhatsApp account looks more professional.

WhatsApp Business aims to facilitate your communication with consumers so that WhatsApp Business can improve the quality of your company's services. Service quality is one of the factors that can make your customers make a repurchase intention if they get a good buying experience. So it takes good service to be able to win the hearts of consumers. WhatsApp Business is one of the right solutions to increase the repurchase intention so as to increase your company's business.

With a variety of features offered by WhatsApp Business that seems to answer your needs, it's time for your company to use WhatsApp Business to be one of the best solutions to maximize your business. Contact marketing@vads.co.id for a consultation regarding WhatsApp Business needs in your company.

Articles

Improve Work Productivity with Office 365

Posted On 05 Mar 2020

Along with the times, business is moving faster and requires high mobility. The rapid development of technology has an impact on business development, thus requiring business people to continue to move quickly. This fast mobility requires a product that can follow your needs. You increasingly need fast access whenever and wherever so you are able to communicate and work mobile. So that more and more types and models of sophisticated electronic devices to support workers, one of which is the presence of Office 365 that makes it easy for you to run Office programs anywhere even when not in the office.

Microsoft Office 365 is a cloud-based product from Microsoft to provide work efficiency and increase your productivity at work making it easier for you to do business. Cloud-based technology that is connected to the internet that allows Microsoft to provide an easier update process for customers. This software has complete office application programs such as Word, Excel, PowerPoint, OneNote, Outlook, Publisher, and Access. Office 365 can be installed on several devices such as PCs, Macs, Android tablets, Android phones, iPad and iPhone.

Office 365 is designed to facilitate your mobilization in processing data anywhere and anytime without having to depend on one device so you can work mobile and face all challenges in doing business. Another advantage of Office 365 is that it provides access to cloud tools such as One Drive, Skype for Business, and Microsoft Teams so that it can make it easier for you to access data and collaborate with colleagues wherever you are and from any device.

The good news, VADS Indonesia can help you in providing Office 365 to increase your work productivity. By using services from VADS Indonesia, you will get on-site support and onboarding users who are certified and ready to assist 24x7 to help you work using Office 365.

Increase your productivity now with Office 365 services from VADS Indonesia and achieve success together with VADS Indonesia. For more information, please contact marketing@vads.co.id.

Articles

7 Experience of Customer Service That You Must Have

Posted On 27 Feb 2020

Better revenue and the growth of a business come from great customer service because that is the foundation of a successful and sustainable business. The very important thing is a business has reliable customer service before competitors do it first. But how to have reliable and qualified customer service? Because the profession as a customer service or call center is not easy. Here are some skills that must be possessed by customer service to be able to provide exceptional service to customers.

  1. Product / Service Knowledge. This is the main and most must-have skill for every employee in your business. They must have a deep understanding of the products / services that the company has. The agents must always be updated with the latest features and product development and services from the company. Having good product knowledge will help agents more quickly resolve complaints, provide recommendations / solutions, and interact with customers.
  2. Transparent. Nothing is perfect in the world. Even the best companies make mistakes. The important thing is to acknowledge and accept when a company makes a mistake or has a shortage, and do not promise something that cannot be fulfilled to the customer. Honest and honest is the key to good service to customers.
  3. Positive Words. Use the most positive words and sentences in every situation and circumstance when you build a loyal customer base and good, long-term relationships. It's important to pay attention to the agent's words when communicating with customers. With a more friendly tone, of course, makes it easier to approach and win the hearts of customers.
  4. Ready with complaints. In a competitive business, you will receive questions from customers. They will not wait just to buy your company's products / services because they are faced with many choices and have the right to ask questions. Quite often customers refuse after many questions, but don't be afraid because this situation can be used to get important information such as customer needs, problems, and challenges they experience.
  5. Think & React Quickly. There will be situations where customers ask random questions that are not in the product knowledge or instructions possessed by the agent. In this situation, it is very important to think fast and provide the right solution. If the agent is unable to give the right answer, the agent must have a back-up plan such as connecting customers to a higher level that can help quickly.
  6. Speak Structured and Clear. Customers really do not like explanations that are circling and do not solve problems. The best solution is to provide an answer or a direct solution to the problem. And it must always be remembered, the agent must always make sure the customer understands the language / sentence used and is not confused in technical explanation.
  7. Closing ability. Closing ability refers to the agent's ability to end a conversation and ensure all customer questions are answered properly. With a good closing and making sure the customer is satisfied with the solution provided, it can give the impression that the agent / company cares about the customer and is willing to help in any way possible.

The good news, all agents at VADS Indonesia are the best agents. Because VADS Indonesia agents are required to attend training from experienced and trusted trainers in the contact center world until they are ready to start working. By using services from VADS, you will get the best contact center / customer service agent for your company and also how to develop business for your company. Because all of that has been done by VADS Indonesia.

Improve your business now with contact center / customer service from VADS Indonesia and achieve success together with VADS.

Articles

4 Chatbot Technology Advantages to Increase Your Business

Posted On 20 Feb 2020

Today's world has become more advanced. Modernization and technological progress are developing rapidly. The role of technology is increasingly important in facilitating human work. From waking up to going back to sleep, technology is timeless in human life.

The importance of this technology also affects the business world because it has a beneficial positive impact. With the presence of technology, businesses can do work easily and quickly so they are able to adapt to the desires and habits of modern consumers who want to get a fast and dynamic response. These technological developments change the pattern of consumer behavior, especially in patterns of interacting with companies. In responding to changes in consumer interactions, companies no longer just favor their products but must be able to provide a good customer experience and have a positive impact.

Some of these positive impacts are the use of artificial intelligence technology, namely chatbot. Chatbot is a technology designed to have a chat service with the aim of having a function or providing information via voice or text. Even for now, chatbot technology already has features for video calls. "Bot" which is short for internet robot in which artificial intelligence technology is inserted (Artificial Intelligence) such as Machine Learning, Deep Learning and Natural Language Processing (NLP) which follows the pattern of human work and can do analytics and answer questions and have the ability to understand and comprehend language of a question. So chatbots can respond automatically and quickly when someone is talking to the chatbot. By using chatbot, companies can do work efficiency so as to create a good customer experience.

Many companies experience obstacles related to matters relating to consumers. For example in increasing brand awareness, it takes a large cost so consumers can get to know the company's brand. Another example is when promoting products and campaigns, it also costs a lot of money. With the presence of chatbot, companies can be helped in increasing brand awareness through digital marketing strategies and promotions and campaigns, one of which using Facebook Messenger chatbot can be done at a cheaper and more effective cost. This is because chatbots can target the right target audience according to the brand. Other advantages of chatbot-based artificial intelligence technology such as customer surveys, customer databases, buying processes, customer retention, customer loyalty, and also customer support.

Chatbot has several advantages and advantages in using it to be applied in a company or business. Here are the advantages of chatbot technology:

  1. Reducing Operational Workload. Chatbot can answer repeated questions (repeatable queries) so that it can make it easier to answer for the same question more quickly.
  2. Increase Customer Engagement and Customer Experience. Chatbot can answer the needs of consumers within 24/7, so consumers do not have to wait long to get the answers they want.
  3. Save on Operating Costs. By using chatbot, companies only need to make one chatbot that can be connected to various chat applications, so that the costs incurred are more efficient in terms of manpower.
  4. Can Provide Insight About Consumers. Chatbot can understand how consumers talk so they can respond according to consumer needs. This can be used to be able to find out the pattern of consumers (consumer behavior) of the product / brand. The analysis is certainly to improve product / brand services to consumers.

With chatbot technology, all questions can be answered automatically 24/7. Companies can more easily manage their business from reducing costs to increasing revenue. In the future chatbot will definitely be used more and more because of its ease and use that can reduce business costs.

VADS Indonesia provides chatbot solutions to facilitate your company in serving customers. In addition, VADS Indonesia can also provide Indonesian chatbot solutions according to your needs. The various features available in the chatbot are:

  1. Give rewards / points to customers
  2. Can provide information on the location of branch companies
  3. Can do reminders to customers
  4. Can do transactions for your company's needs
  5. Can make video calls that can be used for data verification
  6. Can be used for customer care and customer engagement

For more complete information, please email to marketing@vads.co.id for consultations related to your company's needs.

Articles

Choose The Right Call Center Company

Posted On 13 Feb 2020

Is your company in need of call center / contact center services? Is your company looking for an outsourcing partner for the right call center? Choosing the right call center outsourcing partner is very important because when you get the right partner, you will be confident in quality service from partners and will automatically increase the customer experience for your company.

Here are some factors that can influence your company to decide who is the right call center outsourcing partner for you.

1. Cost Effective


A call center outsourcing company that can provide cost effective services can help your company reduce operating costs. You must ensure that the services provided by outsourced partners are clearly justified by the costs they offer. Do not exceed or be less than what your company actually needs. Cost is the main element why there is an outsourcing business. Ask for a free trial before signing the contract where this will give you an idea of ​​how the outsourcing company call center level is.

2. Good communication


This is another important factor before choosing a call center outsourcing company for your company. How has your communication with the call center outsourcing company gone so far? Can they communicate in your language? Do you understand how they communicate? Because without good communication, your project will not succeed.

3. Check Quality


The reason behind outsourcing is getting the best out of the costs your company is spending. Re-check whether the outsourcing call center company has a quality assurance (quality assurance) for each service they provide? The call center outsourcing company will be the voice your customers hear, so they get a call center outsourcing company partner who can provide call center / contact center services.

4. Reference


This stage is like your company's prospective partner's background check. You need to do a little market research about the call center outsourcing company that you will be using. First check who the clients who have outsourced the call center services. Are these clients happy or not with the call center outsourcing service company. Feel free to ask the call center outsourcing company or ask for some references from the clients they have. This stage can give you information about the quality and experience of the call center outsourcing company that you will use.

(Bukalapak's Experience in Collaborating with VADS Indonesia)

Your company is in need of a call center / customer service provider?

If so, your search ends here, at PT. VADS Indonesia. We are one of the world class BPO call center providers in Indonesia. PT VADS Indonesia has more than 10 years experience in the call center industry and currently serves more than 50 clients, most of whom are market leaders from various industries. We provide various call center / contact center services such as:

Inbound call center
Outbound call center
Technical support services
Omni-channel support services
Email support services
Chat support services
Chatbot support services
Social media support services
and others.


Choose PT VADS Indonesia as a partner call center service provider for your company and get a quality customer experience for your customers. Contact us for more info marketing@vads.co.id.

 

Articles

5 Largest Call Centers BPO in The World

Posted On 06 Feb 2020

Technological developments had an impact on industrial globalization. Advances in technology enable automation in almost all fields, especially in the field of call centers which are the spearhead in serving consumers. Today's consumers expect to get answers quickly, so the way call centers work is also undergoing transformation. Before the rapid development of technology as it is today, almost many companies that only provide call center services on weekdays only. But with the development of technology, almost some companies that use call center services serve customers 24 hours. So the company can provide good service in every interaction and can consistently provide value to consumers and increase customer satisfaction so that the final goal is to create loyalty to consumers.

The use of call centers to serve customers must be one of the development of corporate strategy in the midst of increasingly fierce business competition. Many companies develop call centers by working with BPO companies (business process outsourcing) for reasons of various benefits made by working with BPO companies, one of which is the ability of business outsourcing to free company executives from their daily process management responsibilities so they can increase productivity and can focus on their core business. In addition, by using the services of BPO companies can save costs.

The following are the five largest BPO companies in the world that can be used as a reference in choosing outsourcing services in the field of call centers:

1. Genpact


Genpact is a call center and information technology outsourcing company headquartered in New York. The company has more than 87,000 employees serving clients throughout the world. Genpact was first established as a unit of the General Electric (GE) company. But as the company grew, Genpact eventually became an independent entity serving not only GE. Genpact provides business services for consumers in the banking, consumer goods, energy and other sectors.

2. DialAmerica


DialAmerica is an outsourcing business process company headquartered in Mahwah, New Jersey which was founded in 1957. There are currently 5,000 employees making 100 million calls per year and an average of 100,000 telephone hours per week. DialAmerica offers a variety of B2B and B2C solutions for companies in the fields of health, finance, fundraising, communication, government, publishing, and many more with customer service services, one of which is call centers, services for sales and marketing such as customer acquisition, customer retention, and direct mail fulfillment, as well as healthcare services such as outbound services, data entry and technology support.

3. Go4Customer.


Go4Customer is a call center outsourcing company based in Noida, India with other headquarters also in Jaipur, Mumbai, Bengaluru, Chennai, Ahmedabad and Bhopal in India and also in the UK. Go4Customer has been established since 2004 by providing call center services, HR services, debt collection, market research, chatbot, digital and social media marketing, and 360 customer support. Some clients who have used their services are Timex, Bharat Petroleum, and Indian Oil.

4. Telecontact.


Telecontact is the first call center outsourcing company in Russia that started operations in 1999. At present, Telecontact already has call center headquarters in Russia, Ukraine, Belarus, Kazakhstan and Uzbekistan. The total number of agents owned is 5000. Telecontact provides a variety of inbound and outbound services with the most clients in the fields of banking, e-commerce, and telecom. In 2019, Telecontact was awarded the Best Contact Center, Best Incentive Scheme, and Best Sales Campaign Inbound or Outbound, from Contact Center World.

5. VADS Indonesia.


VADS Indonesia which was founded in 2008 is part of TM Company, Malaysia. As a company engaged in Business Process Outsourcing (BPO) and Information and Communication Technology (ICT), VADS provides solutions to improve customer experience. By integrating processes, technology and resources, VADS ensures that all business processes of the company can run with the best performance and achieve the goals and targets of the company. The solutions provided by VADS are Contact Center Service Solution, Customer Service Learning Center, Omni-channel Strategy, Digital Care Management, Social Media Analytics, IT Managed Service, Smart Service, and Cyber ​​Security. VADS has worked with more than 50 companies consisting of Multi Industry Services such as Telco, Financial Services, Government, E-Commerce, Pharmaceutical, FMCG, etc. VADS has its head office in Jakarta and 2 operational offices located in Yogyakarta and Semarang.

That BPO services in the field of the world's largest call center that can be used as a reference in selecting BPO companies for call centers. Companies must always be able to provide the best for customer satisfaction.

Events

VADS Indonesia Client Gathering 2020 “Elevate Your Digitalized Customer Experience”

Posted On 29 Jan 2020

Jakarta, January 29, 2020 - PT. VADS Indonesia once again held a Client Gathering 2020 event with theme "Elevate Your Digitalized Customer Experience" at Djakarta Theater XXI, Sarinah, Jakarta Pusat.

This event is an annual activity of PT VADS Indonesia with the aim of giving appreciation to clients for their loyalty and trust in using the services of PT VADS Indonesia, while enhancing relationships with PT VADS Indonesia's clients. Also on occasion, PT VADS also introduced new solutions to improve customer experience through digital platforms such as Social Media Analytics and Whatsapp API for Business, as well as Blockchain Security Authentication data security solutions. These solutions are expected to simplify services for customers who need information with fast and precise responses through digital channels and ensure the security of customers' data.

Thaib Mustafa, General Manager of Enterprise Application Services & Cybersecurity TM ONE, discusses about Blockchain Security Authentication

Client Gathering 2020 presents 4 experienced and competent speakers in their fields including Thaib Mustafa (General Manager of Enterprise Application Services & Cybersecurity TM ONE) and Ahmad Redzwan Bin Mohamad Nor (Marketing Director / Malaysia Representative FNS Value Co., Ltd) that discusses Blockchain Security Authentication, Muhammad Iqbaly Noor (Director of PT Ebdesk Teknologi Indonesia) discusses Elevate Your Business with Social Media, and Desian Didik Wicaksono (Sales Manager of PT Infobip Indonesia) who discusses Better UX to Improve CX Through WhatsApp for Business.

Participants in the 2020 Client Gathering event

The event was attended by more than 30 well-known companies from PT VADS Indonesia client and service companies from various industries such as BNI, BCA, Bea Cukai, BTN, DANA, Grab, Indosat Ooredoo, JD.ID, LPDP, OYO, Palyja, Samsung, Shopee, Tokopedia, Transvision, PGASCom, Klip DJP, Bukalapak, and others.

Nonton bareng session VADS Indonesia with clients at Theater 1 Djakarta Theater

This event closed with a watching session (nonton bareng) at Theater 1 Djakarta Theater with partner companies of PT VADS Indonesia. This program as a token of appreciation to clients who had entrusted PT VADS Indonesia to help manage their customer experience. With this activity it is expected to improve the existing good relations between PT VADS Indonesia and clients so that in the future cooperation will be better and more secure.

News

DANA Partners with VADS Indonesia for Digital Care Center

Posted On 25 Nov 2019

DANA in collaboration with VADS launched DANA Indonesia Digital Care Center service in Jakarta on Monday (11/25/19). This collaboration aims to improve information services to DANA customers.

In this fast-paced world, the customer expects fast and effective ways of communicating. The presence of an integrated Digital Care Center service will provide convenience in obtaining information related to various needs and constraints experienced by the customer so that it can be handled more quickly, precisely, and measurably. Digital Care Center services are at the forefront in responding to the needs of the customer in getting the best quality of service regarding their needs and constraints. Therefore, the Digital Care Center is expected to be one of the bridges to build good relationships with customers by providing convenient services for the customer.

Deddy Hermansyah (Chief Marketing Officer VADS Indonesia) and Juan Almer ( Head of Operations DANA Indonesia) at Grand Launching of DANA Indonesia Digital Care Center.

Juan Almer, Head of Operations of DANA Indonesia said, "We are not working alone but working together, VADS and DANA. Do not ever service us as a client but our customer service to be happy. DANA has core values, one of which is customer first. DANA is a financial technology whose number one service is customer, so we must prioritize service to the customer."

Now DANA has a centralized Digital Care Center service to provide 24-hour services for its customers to answer all needs supported by experienced and trained agents that are integrated with the latest technological innovations. This Digital Care Center service consists of handling all needs, complaints and consumer complaints.

Site visit to DANA Indonesia Digital Care Center

Deddy Hermansyah, Chief Marketing Officer of VADS Indonesia said "This is a good start for VADS and DANA. Quoting from Ron Kaufman's article which said that there are six categories of customer service. The first level is criminal service where the customer is angry because the customer is given wrong or harmful answers. Second, there is a basic service where the services we provide make customers disappointed and tell others that there is no need to use our services. Third, there is an expected service where we only provide ordinary services to the customer. Fourth, there is a desired service where we can provide services in accordance with the hopes and desires of the customer. The fifth is a surprising service where we can provide more services than what is expected by customer so that makes the customer happy and will return to us. And the last level is unbelievable service where our service cannot be forgotten by the customer even the best so the customer can promote to friends and others related to our service. Therefore, VADS is expected to be able to provide unbelievable services for FUNDS because we also have a value of If You Shine, I Shine Too. "

"VADS Indonesia and DANA coordinate with each other to make the best service to the customer. At present VADS Indonesia already has 6500 employees. With DANA it can be even greater and we can support DANA to become the biggest fintech in Indonesia, "said Deddy Hermansyah.

Events

PT VADS Indonesia FSI Event 2019 "Managing Your Digital Customer with CX Digital Solution"

Posted On 01 Oct 2019

Jakarta, 1 October 2019 - PT. VADS Indonesia in collaboration with Botika Teknologi Indonesia and Genesys, once again held a Financial Services Industry seminar with the theme "Managing Your Digital Customer With CX Digital Solution", at JS Luwansa Hotel, Jakarta. This seminar is an annual activity of PT. VADS Indonesia which has been taking place since 2016.

This event presented 3 experienced and competent speakers in the field of financial services and digital solution customer experience namely Nufransa Wira Sakti (Head of the Communication and Information Services Bureau of the Ministry of Finance of the Republic of Indonesia), Ditto Anindita (CEO & Founder of Botika Teknologi Indonesia), and Hunady Budihartono ( Regional Sales Director Genesys). While the seminar attendees were executives from 30 well-known companies in the financial industry including Bank BNI, BCA Finance, Bank BTN, Manulife Asset Management Indonesia, Astra Credit Company, Allianz, Mega Insurance, Commonwealth Bank, and also representatives from government and ministries.

"The purpose of this seminar is to educate the market about the importance of managing customer experience through CX digital solutions, namely Intelligent Omnichannel and Artificial Intelligent. With this solution, all communication channels with customers on social media such as Twitter, Facebook, Instagram, chat, and voice are in one application. So that services for customers who need information can be responded quickly and precisely through various social media. Also, we can view customer profiles, analyze and monitor customer trips from each of their interaction channels on our platform, to provide Customer Experience with the fastest and best solution. Smart Assistance and customer service at the Contact Center can also provide First Contact Resolution (FCR), by accessing the knowledge base application. The escalation process can also be done quickly and measurably through an integrated ticketing system, to achieve an excellent Customer Experience, "said Deddy Hermansyah, Chief Marketing Officer of PT. VADS Indonesia.

Hunady Budihartono, Regional Sales Director of Genesys speak about Delivering Customer Experience Through Digital Solution

Not only in the private sector but also in government institutions in the public sector. Hunady Budihartono, Regional Sales Director of Genesys, one of the partners of PT. VADS Indonesia also revealed "Customer Experience is directly proportional to Brand Experience, where 80% of customers are willing to pay more for a better experience, and more than 50% of customers move to other brands because of poor customer experience.

One form of customer experience is the contact center. The presence of a Contact Center has become a necessity for the financial industry, by following the Financial Services Authority Regulation (OJK) Number 1 / POJK.07 / 2013 concerning Consumer Protection in the Financial Services Sector, which states that every financial services actor is required to handle and resolve consumer complaints.

Especially in the era of Industry 4.0 which is very close to the digital world today. Where there is a shift in the habits of customers who used to submit more complaints through voice channels (telephone), now changed to use digital channels through social media on their respective gadgets. By providing maximum service with the right tools to customers, it will help companies answer incoming complaints. Such as Omni-channel services owned by PT. VADS is currently the development of a Contact Center where the use of a single platform for all communication channels such as e-mail, video calls, social media, live chat, voice, and other non-voice channels.

Nufransa Wira Sakti, Kepala Biro Komunikasi dan Layanan Informasi Kementerian Keuangan Republik Indonesia speak about Managing Digital Customer in Ministry of Finance

The same is the case with government agencies, one of which is the Ministry of Finance. In addition to improving services by developing digital services such as the M-PPID application (application for public information services), E-PPID, S-IPPID, and other digital services, the Ministry of Finance also integrates its contact center with the Omni-channel platform. "Currently 11 units in the Ministry of Finance already have a Contact Center, 7 units of Echelon 1, 2 units of Echelon 2, and 2 units of the Public Service Agency. And on average they have used the Omni-channel platform, "said Nufransa Wira Sakti, Head of the Ministry of Communication and Information Services Bureau. "Now the momentum is right to integrate the contact center at the Ministry of Finance with the Omni-channel platform so that the Ministry of Finance has an integrated system with information service systems for the public," continued Nufransa.

Ditto Anindita, CEO & Founder of BOTIKA speak about Answering Opportunities using AI Technology in Financial Services

One form of omnichannel is the smart chat assistant or better known as Chatbot. "With a chatbot, customers can access services faster such as checking balances, recent transactions, updating personal data, reporting losses, to making complaints," said Ditto Anindita, CEO of BotikaTeknologi Indonesia, one of PT's partners. VADS Indonesia. "With Chatbot, companies can reduce operational costs, increase customer engagement and experience, and develop other services using analytics from customer data," continued Ditto.

Besides Omni-channel there are still many solutions and services provided by PT. VADS Indonesia to manage the customer experience of clients in the current digital era. "Until now PT. VADS Indonesia has provided services to government agencies such as the Ministry of Finance and large finance companies in Indonesia such as Bank BCA, Bank BTN, OCBC, Manulife, Cigna, and so on. PT. VADS Indonesia is ready to assist clients from the Financial Service Industry, which have developed services to digital or not, from banks, finance companies, insurance companies, to fintech companies such as Payment Gateways, Market Aggregators, Risk & Investment Management, P2P Lending & Crowdfunding, etc. ", continued Deddy Hermansyah.

"In the future, PT. VADS Indonesia will continue to innovate following the development of existing technology, industry and markets and is committed to providing maximum and best service for its clients and customers ", concluded Deddy Hermansyah.

 

Events

VADS Indonesia Displays Innovation for Oil and Gas Industry

Posted On 06 Sep 2019

VADS Indonesia again participated in the 43rd Indonesian Petroleum Association (IPA) Exhibition and Convention, which took place on 4-6 September 2019 at the Jakarta Convention Center, Jakarta. The oil and gas industry exhibition took the theme "Driving Exploration and Optimizing Existing Production for Long-Term Energy Security".

Smart Helmet Solutions at IPA Convex 2019

In this event, the VADS Indonesia booth presented a variety of innovative solutions to help companies in the oil and gas industry. Various solutions presented by VADS Indonesia include Smart Helmet, Connected Workforce, Integrated Operation Center (IOC), Artificial Intelligence Drone for Infrastructure Inspection, Pipeline Integrity Monitoring System and Telecom Infra, Omni Channel, and Contact Center Solution. Visitors are also introduced to the use of one of the smart solutions, the smart helmet that can be monitored through an integrated operation center so that the operator can find out the situation and conditions on the ground and can monitor the workers who use the smart helmet.

Showcase and presentation about VADS Indonesia's solution by Deddy Hermansyah, Chief Marketing Officer VADS Indonesia

PT VADS Indonesia's Chief Marketing Officer, Deddy Hermansyah revealed "After 10 years of being trusted to be a contact center provider by more than 59 clients from various industries, VADS Indonesia in the past three years developed its business and services by providing IOC and ICT solutions. These solutions are introduced through a showcase at this IPA event. VADS Indonesia is committed to providing innovative technology, services, and solutions to support the oil and gas industry in Indonesia. To be part of the national and global oil and gas ecosystem, VADS also has a partnership to maximize innovation in the oil and gas sector. "

The three-day exhibition was attended by various groups such as students, the media, experts, practitioners, and the general public. Enthusiastic visitors to the VADS Indonesia showcase were seen in several booth activities, one of them was in sharing knowledge about smart solutions and door prizes by CMO VADS Indonesia, Deddy Hermansyah.

The event was attended by 125 exhibitors and more than 20,000 visitors. Also present were national and international oil and gas experts who were speakers at the convention.

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