Scoring 11 Medals at CCW Competition: How Tokopedia Care Team Made It?
How Tokopedia conquered 11 medals with our innovations.
According to Einstein, there is nothing known as perfect. I believe that this also applies to any company in this world: all companies must have made a mistake at least once that led to complaints from the customers. This is where customer service is important, to ensure that customers get a good experience in their complaints and back using our service.
Same with Tokopedia, we are not perfect but through Tokopedia Care, or the shortened version of Tokopedia Customer Care, we are constantly trying to provide the best service where people will have a good experience while using Tokopedia.
If one is to define a good customer service, what does it really mean? Is it friendly? Is it giving the right answer? Or is it a combination of both? Here in Tokopedia, we believe that a good customer service should be:
- Friendly
- Simple
- Proactive
- Trusted
But, is there any standard to know whether Tokopedia Contact Center is the best or worst? There is one! We should join Contact Center World (CCW), The Global Association for Contact Center & Customer Engagement Best Practices since 1999.
This is the most prestigious event in the world for benchmarking contact center practices. Through this competition, we can show our “Focus on Consumer” DNA, where we aspire to give the customer a secure feeling everytime they are handled by our best agents.
Gearing up for the competition
As we registered for the competition, we figured that we need to show the innovations that Tokopedia have made in several (by several, I mean more than 50) categories.
We submitted 21 categories and 13 of them passed through. This is totally unexpected since the normal passing rate is only 10%, and yet we got 60%. But that’s not the most exciting part. The most exciting part is that we are going to Phuket for the competition! Yay!
In this competition, we were required to create a deck for 15 minutes of presentation. Here, I created a deck of Self-Service Technology Innovation and that brings me to present our Chatbot at Tokopedia. Through this opportunity, I want to introduce our technology that truly brings convenience to Tokopedia customers.
To tell you a little bit about our Chatbot innovation, Chatbot is a Virtual Assistant who will help user directly by answering both Frequently Asked Question and User Inquiry.
Here’s why we take our Chatbot feature very seriously:
- It scales faster than hiring human agents
- It answers in seconds, which is faster than any other Digital User Engagement channels (Live Chat, Email, Social Media)
- It can deflect routine inquiries, small talks, and recognized chat from users that allow us to do cost saving instead of becoming cost center.
With this Chatbot innovation in Tokopedia, we save millions of dollars that allow us to scale better. Moreover, our Chatbot is truly living by our “Make it Happen, Make it Better” DNA. It is always learning over time, so that it will not get outdated and will answer more accurately.
Ups and downs throughout the preparation
With a lot of BAU (Business as Usual) tasks going on, we have to prepare everything after our working hours. Trust me, this is not an easy task. Revision after revision, we took quite a long time until we finalized our decks to be submitted. We worked together with our Internal Team, Corporate Communications Team, and our VP of Operation that has given us their feedback to enhance our presentation content.
After we finalized the deck, we still had one more thing to do: Toastmaster Training. Toastmaster Training is a session where we had to practice our presentation and public speaking, in preparation for the big day. I believe that public speaking is the most fearsome task to do (and no. 2 will be death). With the help of Corporate Communications Team, we are trained from zero to become a hero (I wish).
In the first toastmaster, we were totally blown and screwed big time. Blabbering, ah eh ah eh, full of weird movements. We had to change those habits in order to present smoothly. But, through countless practices, we’re getting better each day. Thankfully, we started to see some progress in our second and third toastmaster!
Efforts do not betray you
After we had arrived at Phuket, we did some more presentation rehearsals in front of our friends. Even though we trained a lot, the tensed nerves were still there. To help ourselves calm down a little bit, we always remember the words that Pak Rudy Dalimunthe, our VP of Operations, told us, “Winning or losing is one part, but we already a winner if we managed to do the presentation”.
And finally, on D-Day, we competed head to head with other participants by presenting our success stories, challenges, and best practices. Not only competing, we also made new friends with other participants from other big companies in Indonesia and also other countries like Hongkong, Japan, Malaysia, and Singapore who were also doing their best in representing their countries.
After 5 days of competition, all CCW participants attended Gala Dinner. Actually, I could not eat well, and I felt like all the food taste bland since we were super anxious. Will we win the competition? Is it silver, bronze, or gold? This was the most nerve-wracking moment in my whole life. After Gala Dinner, the most awaited moment finally came — the winner announcement from each category.
Upon announcing the bronze winner, our name was not mentioned. After that, they announced the silver winner but still, we couldn’t hear our name being mentioned. On the announcement on the gold winner, we finally heard “Tokopedia”, and we were screaming “Yes!!!” with happiness all over our faces. In total, we won 4 gold medals, 5 silver medals, and 2 bronze medals!
We still couldn’t believe our eyes. This is our first time competing in the international arena, and yet we won big time. We beat some of the defending champions, which make us feel even prouder.
I won Gold Medal and Ranked #1 for Best Use of Self Service Technology, and Silver Medal for Technology Innovation in Contact Center World.
I believe that winning is not about pride nor glory, but it is all about learning to be a better version of ourselves. Through this achievement, we have set our bar high in APAC region for providing the best customer experience. But, it does not stop here. We will keep enhancing our technology and innovation to be the best in the world.
With our #MulaiAjaDulu spirit, we will show our best innovation to the world. This is very challenging, yet very exciting at the same time. For my fellow Nakama who will go to Barcelona, prepare well and keep fighting, as preparation will relieve you from pressure. So, be very well-prepared and you will not need to worry about the pressure!
See you at Barcelona!
