Indonesian Omnichannel commerce and lifestyle platform Blibli Unlocks integrated high-touch shopping experience using Genesys Cloud

Genesys^Ⓡ, a leader in cloud customer experience orchestration, announces a strategic partnership with one of Indonesia’s most trusted omnichannel commerce and lifestyle platforms, Blibli. This partnership aims to deliver customers convenient and hassle-free shopping experience that is critical to succeeding in the e-commerce marketplace.

Blibli is focused on enhancing customer satisfaction and delivering remarkable experiences throughout the customer journey. Through relentless technology innovation, the company’s 150 customer service agents across its three contact centres are equipped with the right knowledge and skillset when interacting with customers. Implementing the all-in-one Genesys Cloud™ platform, the e-commerce giant successfully improved quality assurance, enhanced visibility, and resolved connectivity issues among agents, thereby taking its customer experience to new heights.

Furthermore, cloud solutions equip Blibli’s customer service agents with technology capabilities that can be easily managed with minimal IT resource requirements such as making quick system changes like updating Interactive Voice Response (IVR) messages and integrating the company’s sales portal. Thus, implementing Genesys Cloud solutions enabled Blibli to deliver service across any channel with tools that provided agents with strategic insights to better understand and support customer needs.

“At Blibli, providing the best customer experience is at the core of our mission. We have partnered with Genesys to make our vision of delivering high-tech and high-touch service to Indonesian customers a reality. By implementing the advanced cloud solutions of Genesys, we can deliver trusted, emphatic services across various channels with real-time monitoring, enhanced visibility of Customer Satisfaction (CSAT) scores and recordings, and easy integration with Salesforce. This has enabled us to improve agent productivity, customer engagement, and ultimately bolster our business success,” said Lisa Widodo, COO and Co-Founder of Blibli.

“Flexibility and scalability of the platform are two essential ingredients that determine success in the modern world. Genesys’ partnership with Blibli is one such timely collaboration that effectively navigated business continuity during COVID-19 by enabling a hybrid working environment for agents. As a part of our ongoing partnership, we continue to assist Blibli to notch its game to deliver best-in-class experiences that result in customer satisfaction and build brand loyalty,” said Assaf Tarnopolsky, Senior Vice President and General Manager, APAC at Genesys.

Recently, Blibli announced an increase in the company’s CSAT score by 9% to 99% and a rise of 6.5% in service levels to 96%. With the help of Genesys technology, Blibli is now able to monitor customer service agents in real-time through dashboards and reports and has developed solutions when faced with issues such as traffic surges. It is also able to individually measure each agent’s personal CSAT score to initiate a more effective coaching plan.

Among the key highlights made possible by implementing Genesys Cloud, is the ability to connect with customers through an initiative called ‘AHA!’ Moments. Here, the customer service agents have the authority to deliver personalised gifts to shoppers, along with handwritten cards as a celebratory gift for customers to celebrate their special moments and garner deeper connections with the company’s agents. It is reported that through Genesys features such as call transfer, whispering and real-time monitoring, Blibli has increased the number of ‘AHA!’ moment gifts delivered by 2.5 times.

In 2022, Blibli was announced as the winner of Genesys Customer Innovation Awards (CIA) under the CX Empathy category for their commitment to continually demonstrating empathy and personalised services for its customers and making every interaction count by bringing Experience as Service to life. In its quest for continuous innovation and upping its game, the company plans to leverage artificial intelligence, machine learning, and automation tools to boost agents’ productivity and route agents based on their skill sets toward specific customer concerns even before the first interaction.

About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service® our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com/en-sg.

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Media Contacts:

Manali Pattnaik

Director, APAC Communications Genesys

manali.pattnaik@genesys.com

+65 – 8321 7924