The Untold Story Behind Tokopedia Care
Creating memorable service experiences is indeed an important part of every business.
Besides offering high-quality products and promotions, companies also need to prioritize improvement of the after-sales service quality. The improvement of service quality will boost customer satisfaction and loyalty, starting from making sure all users’ questions are answered to providing extra services to further create a memorable service experience. Providing something that is beyond customer expectation and winning their hearts are challenging tasks that need to be conquered by the Customer Care team, including Tokopedia Care.
Behind the scenes of our service delivery
To be a reliable #SahabatTerbaikToppers (Toppers = Tokopedia users) or Tokopedia Care frontliners that are always ready to deliver high-quality service, our team needs to detach from their own problems and remain professional. Every day, they face many challenges and handle many users with different personalities. This challenge requires them to be a fast learner and be highly adaptable to user’s unique inquiries to provide them with what they need.
For our Customer Care warriors, consistently delivering a great experience is no small challenge. Every once in a while, they will encounter customers that are angry for a variety of reasons, including that they want results and they want them now. As frontliners, it can be very tough to handle these cases while acting professionally and serving them with a big smile, leading them to cry out of frustration afterward.
For them, a simple word like thank you or a user’s smile can really boost their energy. There was a time when it was already 8 pm, and our warriors were preparing to go home. However, a panicked user visited our office with an urgent matter. Without any hesitation, our warriors helped the user even though the process took a long time until late that night. The problem was solved at 11.30 pm, and our user was really happy and appreciated their effort. He even gave boxes of pizza to the team.
To provide the best service experience, initiatives were taken with sufficient preparation. A great initiative was when the Tokopedia Care team helped users who were having issues during a special celebration such as a birthday or anniversary. Our warriors really put their best effort to solve the problem, so that they could celebrate their special day joyfully.
Pictured below is this lovely lady who was really happy with our service and invited our team to have a free lunch on her birthday, and also a father who successfully gave a birthday present to his son on time, thanks to the help of our warriors.
As the Tokopedia Care team always strives to provide the best experience for our users, we are not only showing that by action, but also by expressing our genuine thoughts and wishes. We believe that a sincere wish and compliment from our Customers Care warriors can be the cherry on top of their overall experiences. By expressing simple wishes and compliments like “I hope your book will become a bestseller this year”, or “I’ve bought your product and I liked it”, we hope that it can touch our users’ hearts. Helping customers’ pain points with sincerity, while also implementing the FIRST (Friendly, Proactive, Simple, Trusted) values to build a Focus on Consumer culture is not that easy. However, these efforts have resulted in a bunch of sweet appreciations from Tokopedia customers and recognition from local and international associations in the form of awards.
These tokens of appreciation and loyalty are really valuable for a company that was built on “Trust”, and Tokopedia Care plays a huge role in building and making it stronger day by day. Therefore, our warriors are there to be #SahabatTerbaikToppers who can be relied upon to help solve users’ problems any time, create opportunities, and grow together with Tokopedia.
Happy National Consumer day, Toppers!
