Orchestrating a high-tech, high-touch online shopping experience

As a trusted omnichannel commerce and lifestyle platform, Blibli believes that customer satisfaction begins with sincere, empathetic service enabled by technology. That’s why Blibli focuses its innovations on customer satisfaction and ensures all its customer care agents are equipped with the right knowledge and skills when communicating with its customers.

“Remarkable customer experience is very critical to our business,” said Lisa Widodo, the Co-Founder and Chief Operating Officer at Blibli. “We are obsessed with our customers, who trust us to fulfill their needs. A positive customer experience promotes loyalty, retains customers and encourages brand advocacy. Our vision is to incorporate high technology and high touch to create a seamless customer shopping experience.”

Blibli is one of Indonesia’s most celebrated omnichannel commerce and lifestyle platforms. Its commitment to delivering an integrated and seamless omnichannel shopping experience puts customer satisfaction as its top priority — and it has recorded its highest Net Promoter Score in eCommerce.

Leveraging the cloud for flexibility and scale

Blibli previously used a legacy on-premises system that lacked flexibility, reliability and scalability. Challenges with maintaining uptime, enabling remote working and adjusting to volume fluctuations prevented Blibli from taking its customer experience to new heights. The eCommerce platform implemented the Genesys Cloud platform to address these issues.

“We decided to partner with Genesys over other vendors,” said Shanty Cantya, Vice President of Customer Management at Blibli. “This is because of the solid reputation of Genesys, their leadership and various features that enable us to continuously raise the bar and provide the best services for our customers. Blibli was greatly impressed by the dedication Genesys showed during the migration. Countless meetings did not stop Genesys from bringing its best service and solutions to us. Therefore, the team is still providing superior services.”

Unlocking work-from-home capabilities and agent visibility

One of the biggest challenges Blibli faced with its previous system was the inability to enable employees to work remotely. This proved to be especially important for business continuity during the COVID-19 pandemic. In addition, it was difficult to effectively monitor agent performance because it couldn’t record calls and retrieve the recordings easily.

After the migration to Genesys, Blibli achieved better flexibility and visibility. “We can implement a hybrid working model where agents can work from the office or their homes,” said Cantya.

Blibli can also monitor agents in real time through dashboards and reports. As a result, the company can act immediately when there is a traffic surge. The new solution also enables the company to measure an agent’s personal CSAT score, which helps leaders develop a more effective coaching plan.

“Our CSAT score increased by 3%,” said Cantya. “It shows that our customers are satisfied with our service and our small gestures of empathy.”

Composing the ideal solution with ease

Genesys Cloud proved to be easily managed with minimal IT resource requirements. Now, Blibli can make quick system changes like updating IVR messages — a simple yet important process that its legacy platform previously struggled to do, as it required third-party interventions. The Genesys solution also integrated the company’s sales portal, unlocking the ability for agents to move seamlessly and quickly from one channel to another.

“Genesys has helped us to develop an omnichannel platform,” said Cantya. “The solution uses high technology but also retains the human aspects, providing tools that help our agents understand our customers better.”

With the pre-built Salesforce integration, agents no longer waste time toggling between screens. When a customer contacts Blibli, their information is automatically served to the agent within a single interface, improving the customer experience and efficiency.

Overall, Blibli witnessed its service levels improve by 3.8% as agents became more productive with the support of features enabled by Genesys Cloud.

Delighting customers with “AHA!” moments

To nurture customer loyalty, Blibli developed customer databases that capture customer behaviours and preferences. Blibli realised it takes more than that to enhance customer relationships. It requires a personal touch, and that’s why Blibli created “AHA!” moments — an initiative to strengthen customer bonds with empathy and earn a special place in the customer’s heart.

“‘AHA!’ moments are all about focusing on special moments, like birthdays, weddings, baby showers or other important occasions for our customers,” said Cantya. “It’s a program where our customer service agents are authorised to deliver personalised gifts to shoppers, along with handwritten cards. It empowers our agents to develop deeper connections with the customers and help celebrate their special moments.”

By allowing agents to decide when and what to gift customers, Blibli enables this initiative to surprise its shoppers, making it a memorable experience.

“With the help of Genesys features such as call transfer, whispering and real-time monitoring, we increased the number of ‘AHA!’ moment gifts delivered by 2.5 times,” said Cantya. “Through this initiative, we learned that simple gestures like these can mean a lot to customers, especially those who are going through tough times.”

Currently, artificial intelligence, machine learning and automation are on the roadmap for Blibli. The company believes these technologies are indispensable because they’ll allow the company to route agents based on their skill sets toward specific customer concerns even before the first interaction. Blibli aims to go above and beyond, delving deep into these avenues as they aspire to boost agents’ productivity and deliver a superior customer experience.

“Genesys Cloud has helped make our vision of bringing the best service through high technology and high touch come true,” concluded Cantya. “Through its advanced technology, we managed to beat the biggest challenge that every contact centre faces — consistency in delivering the best service.”