[BtS] Mengenal di Balik Layar Customer Service MatahariMall

Salah satu ujung tombak dalam pengelolaan layanan ecommerce adalah customer service. Bagian ini menjadi salah satu titik yang bersinggungan dengan konsumen secara langsung.

Mengingat tren ecommerce di Indonesia juga masih tergolong baru, tentunya akan ada banyak pertanyaan, keluhan serta komunikasi yang harus dibina dengan konsumen, nah customer service-lah yang menjadi jembatan antara layanan perusahaan dengan konsumen. Pertanyaan tentang produk, cara penggunaan sampai dengan keluhan jika terjadi ketidaknyamanan atau error, adalah beberapa titip poin yang harus bisa ditangani oleh customer service.

Episode Behind the Scene kali ini akan menyoroti hal tersebut, khususnya untuk ecommerce MatahariMall. DailySocial bekerja sama dengan iPrice menghadirkan perbincangan singkat dengan Eric Antono, Head of Costumer Experience MatahariMall. Video yang diproduksi oleh iPrice ini akan mencoba menggali secara singkat bagaimana proses dibalik layar dari layanan pelanggan milik MatahariMall.

Ada empat channel costumer servicei MatahariMall yaitu Live Chat, E-mail, Telepon, dan Sosial Media. Beberapa data menarik lainnya antara lain, customer service MatahariMall diharapkan bisa menjawab chat pelanggan tidak lebih dari 60 detik, harus menggunakan gaya bahasa yang tidak formal dan santai, harus bisa multitasking untuk memberikan solusi pada pelanggan dan juga harus menjaga ritme dari proses penanganan pelanggan.

Tidak kalah penting adalah adanya proses evaluasi dari tugas customer service, untuk mendapatkan data apakah proses yang telah diberikan telah bisa memenuhi kriteria serta mendengar feedback dari konsumen.

Untuk lengkapnya, Anda bisa menonton video berikut ini.

Disclosure: Segmen BtS atau Behind the Secene merupakan segmen yang hadir atas kerja sama antara iPrice dengan DailySocial. Video diproduksi oleh iPrice dengan dukungan dari DailySocial.

Google, Temasek, Meituan-Dianping are Reported to be Go-Jek’s Latest Investors

Reuters reports that Google, Temasek (Singapore’s state-owned investment company), and Meituan-Dianping (Chinese’s group buying platform) are Go-Jek’s latest investor. It’s said that previous investors, including KKR & Co and Warburg Pincus, are also participating for this funding round.

The funding round was opened last year and is expected to raise $1.2 billion fresh funding (more than 15 trillion Rupiah) when it’s closed in the next few weeks. It’s unclear how much is pumped by each investor individually.

Previously Tencent and JD.com were also participated in this found. Go-Jek is said to have more than $3 billion (more than 40 trillion Rupiah) valuation.

This fund will be Go-Jek’s new ammunition to preserve and expand its market in Indonesia, while altogether prepare to expand to Southeast Asia region. In Indonesia, Go-Jek is tightly competing with Grab and Uber. By the end of last year, Go-Jek claims to have 900,000 driver-partners.

Go-Jek confirms to expand to neighboring countries starting this year, with the Philippines to be the first stop. Go-Jek also has acquired three fintech-related companies, pending approval, to extend financial inclusion in Indonesia.

Application Information Will Show Up Here

Google, Temasek, Meituan-Dianping Disebut Jadi Investor Go-Jek

Reuters melaporkan bahwa raksasa teknologi Google, perusahaan investasi milik negara Singapura Temasek, dan perusahaan group buying terbesar Tiongkok Meituan-Dianping termasuk dalam jajaran investor terbaru startup on-demand Go-Jek. Disebutkan investor terdahulu, seperti KKR & Co dan Warburg Pincus, juga turut berpartisipasi untuk pendanaan kali ini.

Sejumlah investor baru ini terlibat dalam putaran pendanaan yang dibuka tahun lalu dan diharapkan bisa meraih total dana segar senilai $1,2 miliar (lebih dari 15 triliun Rupiah). Diprediksi putaran pendanaan kali ini akan ditutup dalam beberapa minggu ke depan. Tidak disebutkan berapa nilai yang dikucurkan masing-masing pihak.

Sebelumnya Tencent dan JD.com juga sudah mengucurkan dananya untuk startup unicorn yang disebut-sebut memiliki valuasi lebih dari $3 miliar (lebih dari 40 triliun Rupiah) ini.

Dana segar tersebut dibutuhkan Go-Jek untuk mempertahankan dan memperluas pasarnya di Indonesia, sekaligus menyiapkan ekspansinya ke kawasan Asia Tenggara. Di Indonesia Go-Jek bersaing ketat dengan Grab dan Uber, dengan total jumlah pengemudi diklaim mencapai 900 ribu orang.

Akhir tahun lalu Go-Jek mengonfirmasi rencana operasional di negara-negara tetangga, dengan Filipina menjadi persinggahan pertama. Selain itu Go-Jek telah mengakuisisi 3 layanan terkait fintech, meskipun masih menunggu restu Bank Indonesia, untuk memperluas inklusi finansial ke seluruh lapisan masyarakat.

Application Information Will Show Up Here

Digital Artha Media to Launch Three New Fintech Products

Digital Artha Media (DAM) will be launching three new fintech products to realize its ambition as fintech enabler company in first quarter of 2018. Those products are indiepay (e-wallet), indieprint (cloud printing), dan wagon (e-commerce O2O).

Indiepay is an e-wallet receiving payment with funding source from credit and debit cards, by targeting urbans and millenials. Indieprint is a cloud printing service to be used among students, currently being tested in Universitas Mataram.

Meanwhile, Wagon (Warung Goes Online) is an O2O e-commerce app for merchants who have interest in becoming independent digital entrepreneur, selling PPOB services. So far, Wagon is already used by approximately 2 thousand shops spreading in several areas of Java and Sumatra.

“Since the establishment, DAM focused on developing Mandiri e-cash product. In the fifth year, we want to build fintech ecosystem for all fintech to use,” Fanny Verona, DAM’s Managing Director, explained on Thursday (12/21).

As Bank Mandiri Group subsidiary, DAM is not only focused on developing products, but also opened its technology to be used by other fintech startups.

An example of its realization can be seen as the partnership between Bank Mandiri and Line through Line e-cash. Currently, Line e-cash already has 4 million users. For Verona, there will be another partnership announcement in the future between corporation and Mandiri e-cash, the process is still kept secret.

Ready to apply QR Code and KYC Digital

For Mandiri e-cash feature, DAM is preparing a new technology such as payment via QR code and KYC digital for upgrading to full service. Verona said these features will be available in early 2018.

In total, Mandiri e-cash already has 10 million users. Most transactions are used for top-up balance, online shopping and PLN tokens.

“the nearest event is to add two new features. First, payment via QR code, then video call for KYC digital for users in need for upgrading to full service,” ended Verona.


Original article is in Indonesian, translated by Kristin Siagian

Application Information Will Show Up Here

Tanamduit Online Mutual Fund Platform Offers Investment in Financial Program

Online mutual fund platform Tanamduit, PT Star Mercato Capitale’s product, held a soft launching to introduce its service to public. Official announcement will be held in February 2018, while launching its app. In the meantime, Tanamduit is available via web, in desktop or mobile. The company is established last year and acquired license as a mutual fund securities agent (APERD) from OJK.

“Unlike other players, Tanamduit is designed in such way for customer to see and
directly monitoring the investment growth. Therefore, it will encouraged and helped customer in realizing vision in the future,” Rini Hapsari, Tanamduit’s CEO, said on Monday (12/18).

Rini then explains a feature differentiate Tanamduit to other online mutual fund platforms, a product recommendation adjusting customer’s risk profile and target vision. The objective is to make customers as active investors.

In terms of mutual fund products available in Tanamduit will not be massively sold, instead, it will be selective. Tanamduit selects mutual fund products with well proven and unique track record.

Meanwhile, Tanamduit partners with four products from three investment managers. They are Mandiri Investasi, Bahana TCW Investment and Batavia Prosperindo.

Tanamduit’s Director Muhammad Hanif said to this day, the team will extend partnerships with three to four investment manager companies. Some of the existing partnerships are Manulife Asset Management, BNP Paribas, Trimegah Asset Management, dan Avrist Asset Management.

Explore fresh funding

Previously served as Mandiri Investment President Director, Hanif added the biggest challenge the company dealt with is to increase retail investors. Mutual fund retail investors in Indonesia has reached 600 thousands of total population.

For him, the solution is to educate intensely. The company chooses to educate its customers by social media.

There will be many video made later to educate customers, on understanding mutual fund and making use of it in achieving target vision.

Total cost the company must spend becomes a consideration for Tanamduit to seek new investors. Hanif admitted, Tanamduit is currently doing beauty contest regarding investors and still uncertain of announcement.

Recently exposed, Tanamduit gains new investors from retail company with undisclosed identity. The investor enters Tanamduit through 10% share release. Tanamduit currently has five investors in its corporate structure.

By next year, Tanamduit targets to reach 20 thousand active investors and 70 thousand app downloads.

Besides Tanamduit, other online mutual fund platforms already acquired licence from OJK are Bareksa, XDana and Invisee.


Original article is in Indonesian, translated by Kristin Siagian

Bhinneka’s Marketing Strategy in 2018

Welcoming 2018, Bhinneka e-commerce has prepared several programs related to their strategic vision. The programs are based on their performance review
back in 2017. The current strategy emphasizes on the shifting needs of
Indonesians as e-commerce’s consumers. Bhinneka will multiply product
choices of lifestyle devices and household needs next year.

“We are confident that 2018 will be a dynamic year for Bhinneka. Prepared
with business review internal in 2017, we already arranged some focuses
supposedly with maximum potential. We are wary of Indonesia’s retail
shifting, as well as the evolution of millennials’ lifestyles. In addition,
to other necessary factors by all means,” Brand Marketing Manager of
Bhinneka, Irina Marwan, said.

Further explained, the shifting affecting changes on spending patterns in
the country, will continue to expand. According to Bhinneka’s data
throughout 2017, it is projected that there will be first purchaser (the
first-time online shopper) growth around 10-20% next year. It shows the
growing number of people aware of electronic transactions.

“This trend is inseparable from millennials’ existence who has been exposed
as a potential new consumer having varied characteristics from their
previous generations, including in spending pattern,” said Marwan.

In consumer retail or individual consumption, Bhinneka still concentrates on
computer, communication, and electronic devices. Primarily on gadget and
household needs, in lifestyles category.

Irina states, the market absorption rate of gadget products is strongly
influenced by trends and producers’ acts. For instance, smartphone took its
high rate of market absorption in 2017 in various price ranges, from an
affordable one to a super-premium; started from a senior brand that
reappeared such as Motorola and Blackberry, to a smartphone brand with
special series features.

The names above with a number of premium flagship such as iPhone 7 and
iPhone 7 Plus which were just officially marketed in Indonesia in the first
quarter of 2017. There were also Samsung Galaxy S8, followed by Samsung
Galaxy Note 8. Thereon iPhone 8, iPhone 8 Plus, and iPhone X towards the end
of the year. All of them came with an improved camera technology, including
the front camera.

“It is most likely that the trend and enthusiasm in smartphone products will
continue next year, and it will not only happen in young consumer groups.
Thus, Bhinneka will further explore gadgets and consumer electronics in
lifestyles category. There are also household needs included in this
category such as food processor, mixer, coffee maker, to vacuum cleaner,”
she said.

Bhinneka also has the latest research results of GfK (Society for Consumer
Research, Germany) Indonesia about its market prediction in 2018. The
absorption growth in telecommunications occupies the second highest position
of 7.8% this year. Meanwhile, in small domestic appliances, it is predicted
to increase nearly 5%.

“Small domestic appliances are identical with efficiency and is categorized
as lifestyles. It is different from home appliances in general categorized
as household needs,” She continued.


Original article is in Indonesian, translated by Kristin Siagian

Application Information Will Show Up Here

Indonesian Startups’ 2017 Kaleidoscope and 2018 Outlook

Within days, 2017 will is coming to an end. Commonly, Indonesia’s startup is getting aggressive, seen from many growing startups, some are shut-off. Recorded this year, three startup unicorns following Go-Jek.

The rapid growth of startups getting along with digital market strategy. The use of social media to advertise is merely enough, research is needed, and figuring out consumer’s interest to produce such quality contents is a priority.

#SelasaStartup closing 2017 edition presents DailySocial team, represented by DailySocial’s CEO & Founder Rama Mamuaya & DailySocial’s CMO Rahmat Harlyadi. Both share insights of startup and digital marketing during this year and next year’s predictions.

Startup 2017 Kaleidoscope

Rama points out 14 acquisitions made during this year, some of it are Tiket by Blibli, Kudo by Grab, TemanJalan by Line and the latest Midtrans, Kartuku and Mapan by Go-Jek (still Bank Indonesia’s pending approval) and others.

For him, the acquisition implicitly shows that investors are getting aware, they no longer invest without knowing the profit projection. An exit strategy like acquisition becomes solution as stocks can be the cash to accept by everyone.

Beyond that, this year is a first record of two startups entering Indonesia Stock Exchange, namely Kioson and MCash.

“Next year will be marvelous, there are many startups estimated to select exit strategy,” he said.

In investment, there are 91 reported investments, while some of which are announced unintentionally. Interesting fact is the decreasing number of investment with increasing nominal.

In details, there are 32 startups get investment (seed), 29 startups get Series A funding, and 9 startups get Series B funding. Sector with the most investments are fintech with 29 startups, e-commerce with 14 startups and 9 media startups.

The challenge remains

The challenge remains the same with last year, especially in lack of talents. High demand of talents but not enough source, forcing stratups to recruit foreign talents or hijack other company’s talent by offering higher salary.

In regulation, there are some challenges need to be solved. However, regulator’s approach in handling fintech startup is good enough to balance innovation and regulation. As Bank Indonesia’s approach by presenting BI Fintech Office and launching regulatory sandbox.

Next year’s projection

For Rama, next year will be another fintech year. There are many fintech sectors leaving space to develop, besides payment. In financial industry, incumbent players are more open for collaboration with fintech startups. Thus, next year is expected to have more announcement of business collaboration.

For media startups, next year to 2019 is a political year due to the regional and presiedential election. It will surely affect media news. Many media startups getting investment this year, is expected to be investor’s preparation form.

Other startup sectors such as healthtech gains attention slowly. Seen from many startups getting investment due to its high adoption. In terms of regulation, it will most likely be more complex than fintech because it concerns lives.


Original article is in Indonesian, translated by Kristin Siagian

Update Assassin’s Creed Origins Disiapkan Untuk Menyongsong DLC Baru

Ditakar dari aspek kompleksitas dan desain gameplay, Assassin’s Creed Origins mungkin masih belum melampaui canggihnya The Witcher 3 atau Horizon Zero Dawn. Namun ada alasan kuat mengapa DailySocial memasukkannya dalam daftar permainan open world terbaik di 2017: Ubisoft Montreal berhasil menciptakan kembali era Mesir Kuno dengan akurat dan begitu indah.

Untuk memperkaya isi permainan pasca-rilis, Ubisoft punya rencana untuk melepas setidaknya dua downloadable content: The Hidden Ones dan The Curse of the Pharaohs, masing-masing dirilis di bulan ini dan Maret besok. Dan demi mempersiapkan pendaratan The Hidden Ones, developer mengumumkan agenda peluncuran update 1.2.0, jatuh di hari ini tanggal 16 Januari 2018.

Waktu pelepasan patch memang sedikit lebih lambat di Indonesia. Saat artikel ini ditulis, proses update masih belum berlangsung, kemungkinan akan dimulai sebentar lagi. Ada tiga hal yang dibawa oleh patch 1.20. Selain persiapan kehadiran DLC, Ubisoft juga menambahkan quest baru bertajuk Incoming Threat, serta memperbanyak jenis konten Heka Chest (diperoleh dengan membelinya dari Nomad’s Bazaar).

Patch sebesar 1,2 sampai 3GB ini tentu menyimpan beragam perbaikan dan penyempurnaan gameplay. Nanti, Anda bisa menjual kembali pakaian yang dibeli di Weaver, dapat melihat wilayah Sinai dan Valley of Kings di Peta Dunia, lalu akan ada tombol untuk menyembunyikan atau memunculkan item di menu Gear. Sejumlah aktivitas memperoleh penyesuaian tingkat kesulitan, lalu transisi di quest juga dibuat lebih sinematik.

Di sisi teknis, Ubisoft berjanji game akan berjalan lebih stabil lagi serta menumpas sejumlah bug besar – misalnya infinite loading, masalah freezing di Windows 7, serta hang dengan tampilan hitam. Selain itu, beberapa bug juga sudah diketahui developer, meliputi kandang yang dapat terbuka sendiri, objek yang bisa ditembus oleh karakter, hingga suara percakapan yang terus terdengar meskipun tokoh tersebut tewas.

Daftar lengkap dari konten patch 1.20 Assassin’s Creed Origins bisa Anda baca di tautan ini.

The Hidden Ones di-setting beberapa tahun setelah kisah di Origins usai. Di sana, Bayek akan berpetualang ke wilayah Sinai dan terlibat dalam konflik antara pasukan Romawi dengan tentara pemberontak. DLC ini merupakan penerus cerita persaudaraan Hidden Ones, yaitu para pendahulu dari Orde Assassin. Hidden Ones didirikan oleh sang tokoh protagonis Medjay Bayek dan istrinya, Aya dengan memastikan orang bisa hidup bebas.

Sesudah itu, DLC The Curse of the Pharaohs akan membawa Bayek ke Thebes dan Valley of the Kings untuk memecahkan misteri. Add-on ini didesain untuk mengeksplorasi mitos Mesir Kuno lebih jauh lagi.

Resmi Diumumkan, HTC U11 EYEs Bawa Layar Penuh dan Kamera Selfie Ganda

Meskipun Google telah mengakuisisi HTC, bukan berarti tak ada lagi smartphone baru dari HTC. Sebab Google hanya mencaplok sebagian divisi smartphone HTC.

Lebih tepatnya sebagian aset smartphone HTC untuk mengembangkan lini Google Pixel. Vendor asal Taiwan itu akan tetap melanjutkan bisnis smartphone yang tidak dibeli Google.

Smartphone perdana mereka di tahun 2018 adalah HTC U11 EYEs. Lalu, seperti apa spesifikasi dan fitur unggulannya?

1. Smartphone Layar Penuh Ke-2 HTC

htc-u11-eyes-1
htc.com

HTC U11 EYEs adalah smartphone dengan layar penuh rasio 18:9 ke-2 setelah flagship HTC U11+. Layar Super LCD3 membentang 6 inci dengan resolusi Full HD+ 1080×2160 piksel (402 ppi) berlapis Corning Gorilla Glass 3.

2. Kamera Selfie Ganda

htc-u11-eyes-2
Foto: htc.com

Kamera ganda 5-megapixel, dengan sensor BSI, dan aperture f/2.2, siap memanjakan para penggemar selfie. Sejumlah penunjang pun ditawarkan, mulai dari fitur HDR Boost, Screen Flash, Beauty mode, dan yang paling menarik adalah Bokeh mode.

Bokeh mode memungkinkan Anda mengambil foto dengan efek depth-of-field, bagian tajam dan kabur dalam foto bisa Anda sesuaikan baik sebelum ataupun setelah foto diambil.

3. Kamera Belakang UltraPixel 3

htc-u11-eyes-3
Foto: htc.com

HTC membenamkan satu kamera 12-megapixel berteknologi UltraPixel 3 dengan ukuran piksel 1.4μm. Ditunjang sensor BSI, Optical Image Stabilization (OIS), phase detection autofocus, aperture ƒ/1.7, dan dual-LED dual-tone flash.

Ada juga Pro mode yang menyediakan kontrol manual dan hasil foto dapat disimpan dalam format RAW. Selain itu, kemampuan perekam videonya juga patut diacungi jempol. Kamera belakang HTC U11 EYEs mampu merekam video slow motion 1080p pada 120 fps dan video 4K dengan Hi-Res audio.

4. Body dan Fitur Premium Dalam Smartphone Kelas Menengah

Dilihat dari spesifikasi inti, smartphone Android 8.0 Oreo ini masuk ke kelas menengah. Otaknya masih mengandalkan chipset Snapdragon 652, RAM 4GB, memori internal 64GB, dan baterai 3.930 mAh.

Meski begitu, HTC U11 EYEs dibalut desain ‘liquid glass‘ yang sangat premium dan proteksi fitur tahan air sertifikasi IP67. Fitur Edge Sense juga menyertainya, yang memungkinkan Anda meluncurkan beragam aplikasi dengan meremas smartphone pada tingkat tekanan tertentu.

Bagaimana pun, HTC U11 EYEs adalah smartphone yang cukup menarik. Tapi dibanderol CNY 3,299 atau setara dengan Rp6,4 juta,  harga yang ditawarkan bisa dibilang cukup mahal. Soal ketersediaan, HTC Eyes baru meluncur di Taiwan dan Tiongkok.

Sumber: Androidauthority, HTC.

Di Tengah Winter Sale, Humble Bundle Kembali Bagi-Bagi Game Gratis

Bahkan tanpa berpartisipasi dalam festival diskon Steam Sale beberapa minggu lalu, gamer PC tetap berkesempatan untuk menambah koleksi permainan mereka. Caranya, Anda hanya perlu selalu sigap dan bersedia mengikuti beberapa prosedur saat bagi-bagi game gratis dilangsungkan. Salah satu platform yang paling sering mengadakan program ini adalah Humble Store.

Setelah mempersilakan kita memiliki versi Steam dari Brutal Legends dan Layers of Fear secara permanen, Humble Bundle kembali melakukan bagi-bagi permainan gratis, kali ini tepat di tengah-tengah berlangsugnya Humble Winter Sale. Permainan yang bisa Anda dapatkan berjudul The Red Solstice, yaitu game isometrik taktis survival bertema sci-fi garapan tim Ironward.

The Red Solstice adalah penerus spiritual dari Night of the Dead, sebuah mod co-op survival untuk StarCraft 2 – yang dilengkapi cerita dan sistem progresinya sendiri. The Red Solstice menantang Anda memastikan satu tim Marinir Angkasa bertahan hidup dan sukses melaksanakan misi mereka. Permainan di-setting di planet Mars di masa depan, ketika manusia berhasil menciptakan koloni di sana.

Seperti biasa, buat mendapatkan permainan ini, Anda perlu mengunjungi laman The Red Solstice di Humble Store, log-in, memasukkannya ke dalam keranjang belanja, dan melakukancheckout. Proses redeem dapat dilakukan via software Steam di Windows. Tentu saja akses ke game gratis ini punya batas waktu, akan berakhir pada hari Kamis tanggal 18 Januari jam 1:00 dini hari. Selama countdown masih berjalan, kesempatan Anda tetap ada.

Program Humble Winter Sale sendiri akan terus digelar hingga tanggal 25 Januari nanti. Tapi perlu diketahui, masing-masing item punya periode diskon yang berbeda. Misalnya: potongan harga Civilization VI dan dua DLC-nya akan terus ada sampai lebih dari dua minggu, namun diskon di beberapa game hasil publikasi Paradox Interactive akan habis tiga hari lagi.

Karena alasan ini, saya menyarankan Anda untuk segera melakukan pembelian ketika melihat judul-judul yang diinginkan (atau mungkin Anda lewatkan saat Steam Winter Sale berlangsung. Beberapa permainan baru yang memperoleh potongan harga cukup signifikan meliputi:

  • Astroneer (early access) – US$ 16 (-20%)
  • Cuphead – US$ 17 (-15%)
  • Dungeons 3 – US$ 26 (-35%)
  • Hollow Knight – US$ 10 (-34%)
  • Project CARS 2 Deluxe Edition – US$ 63 (-30%)
  • Resident Evil 7: Biohazard – US$ 24 (-20%)
  • South Park: The Fractured But Whole – US$ 30 (-50%)
  • The Evil Within 2 – US$ 30 (-50%)
  • Wolfenstein II: The New Colossus – US$ 30 (-50%)