Social Media

Customer Service
(Do and Don’t)

Oktri Mohammad Firdaus

Assistant Professor
Technology and Operation Management
Universitas Garut (UNIGA)
 Outline

Conclusion
Do & Don’t
Intro

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 Stay @Home Home Learning Home Delivery

Home Entertainment Virtual Office &

Online Cooking Tutorial
Online Meeting
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 WHO AM I???

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 VS

Karyawan Murni Karyawan

Berorientasi Bisnis

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 OPPORTUNITIES
DURING PANDEMIC

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 Future Traveling with Virtual Reality

Online Course
(more efficient)

e-Commerce

Telemedicine

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 Customer Customer Customer
Need Want Hope

Food & Beverage Healthcare Education ICT

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 DIGITALIZATION

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 Paradigma Lama vs Baru

Mulutmu Jempolmu
Harimaumu Masa Depanmu

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 Kita belajar sesuatu yang Ideal

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 Kenyataannya…

Multi TALENTA – Multi TASKING – Multi PAHALA

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 Manfaat vs Hambatan Proses Digitalisasi

source: Digital News Asia

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 Pilar Utama Digitalisasi

source: Digital News Asia

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 Customers Need???
Kepastian
Kualitas Layanan

Syarat Wajib =
Perlindungan
Informasi Pribadi
Kepastian Waktu
Layanan

KEPASTIAN
dalam segala aspek
Kepastian
Ketersediaan
Layanan
Kepastian Tarif

Kepastian Lokasi
Layanan

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 CUSTOMER
EXPERIENCES
ANALYSIS

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 Customer Journey

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 Tujuan Customer Experience
• Meningkatkan loyalitas pelanggan, hal ini penting bagi
bertahannya cakupan konsumen terhadap produk
• Meningkatkan kepuasan pelanggan, hal ini dapat dicapai dengan
mempertahankan kualitas produk atau mengembangkannya
dengan dinamis dan positif
• Pemasaran dari mulut ke mulut, tujuan ini berarti sebuah proses
marketing yang bersifat gratis tanpa biaya namun lebih berdampak
terhadap tiap calon konsumen
• Ulasan positif dan rekomendasi, tujuan ini adalah hal utama dan
terakhir dari pentingnya customer experience. Sebabnya, jika
pelanggan memberi ulasan positif, maka kemungkinan ia akan
memberi rekomendasi terhadap produk kepada orang lain yang ia
kenal.

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 Penyebab customer experience yang buruk

• Karyawan tidak mengerti kebutuhan

pelanggan
• Waktu tunggu atau respon yang lama
• Masalah atau pertanyaan yang belum
terselesaikan
• Layanan tidak dipersonalisasi
• Karyawan kasar
• Terlalu banyak proses otomatisasi
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 Kenapa Masalah ini
Kenapa Masalah ini Muncul?
Berulang?

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 Social Media???

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Mana yang sebaiknya digunakan?

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 Bagaimana dengan…

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Apa kabar dengan Cyberbullying?

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 SOCIAL MEDIA
CUSTOMER
SERVICES

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https://coolerinsights.com/

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https://napoleoncat.com/

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Why Social Media for Customer Support?
• 90 percent of social media users used social
media to communicate with a brand
• 65 percent of customers expect companies
to offer customer service on social media
• Social media is the preferred customer care
channels (34.5 percent) compared to
Websites/live chat (24.7 percent), Email (19.4
percent) and phone (16.1 percent)
https://coolerinsights.com/

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 BRAND BENEFITS FOR SOCIAL
MEDIA CUSTOMER CARE
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 Apa Manfaat Social Customer Service?

Berkomunikasi Langsung dengan Konsumen

Resolusi Permasalahan Publik

Mengetahui Apa yang Konsumen Inginkan

Membangun Brand Image yang Positif

Meningkatkan Conversion Rate

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 …Brand Benefits for Social Media
Customer Care
• Answering a social media complaint increases customer
advocacy by as much as 25 percent
• 65 percent of people have more brand loyalty if a brand
reaches out to them on social
• 75 percent of people share good experiences with brands
on social media
• People are likely to recommend a brand 30 percent more
when they get a response
• 71 percent of consumers with positive social customer care
experiences are likely to recommend the brand to others

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 Bagaimana Omnichannel Membantu
Customer Service di Media Sosial?

Omnichannel Membantu Brand

Memberikan dalam Meningkatkan
Banyak Opsi bagi Menjangkau Kepuasan
Pelanggan untuk Audience yang Pelanggan
Berinteraksi Lebih Luas

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 Belajar Terus ya Guys…
(Google & Youtube  mudah, praktis dan gratis)

Jangan lupa Subscribe, Like, Share ya…

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“Generasi Rebahan adalah Motor Utama
Penggerak PERUBAHAN di Negeri ini”

~OMF~

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“… dibalik kesulitan,
pasti ada
kemudahan…”
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Start Small and Think Simple
 “BE YOURSELF,
NO MATTER WHAT
THEY SAY,
STAY COOL AND
LOVELY”

THANK YOU
@oktri.id
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