Adoption Of Cloud Technology From Genesys, Blibli Presents A Personalized Shopping Experience

Illustration of Blibli customer service (photo: dock. Blibli)

JAKARTA - Genesys, a company that pioneers cloud customer experience orchestration, trustedly announced its strategic partnership with PT Global Digital Niaga Tbk (Blibli) on Tuesday, March 7, to provide a comfortable shopping experience for all Blibli users.

By using the all-in-one Genesys Cloud CX platform technology applied to 150 Blibli customer service agents, the company can improve quality guarantees, improve visibility, and solve connectivity issues among agents, so that it can bring a better experience to customers.

Selain itu, solusi cloud Generation juga mudah dikelola dengan kebutuhan sumber daya TI minimal seperti membuat perubahan sistem yang cepat, memperbarui pesan Interactive Voice Response (IVR) dan mengintegrasikan portal penjualan perusahaan.

"By implementing cloud solutions from Genesys, we can provide reliable services on various channels with real-time monitoring, increase customer Satisfaction (CSAT) score visibility and easy phone conversation recordings, as well as integration with Salesforce," said Lisa Widodo, COO and Blibli Co-Founder in a statement received.

Furthermore, Lisa said that this cloud solution allows companies to increase agent productivity, customer engagement, and ultimately increase their business success.

"As part of a sustainable partnership, we continue to help Blibli to improve his performance and provide the best experience in his class that results in customer satisfaction and build brand loyalty," said Assaf Tarnopolsky, Senior Vice President and General Manager, APAC, Genesys.

Thanks to Genesys Cloud CX support, Blibli recorded an increase in the company's CSAT score by 9% to 99% and a 6.5% increase in service levels to 96%.

Furthermore, thanks to 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 problems such as traffic surges.

On the other hand, in its efforts for sustainable innovation and improving company performance, Blibli plans to take advantage of artificial intelligence, machine learning, as well as various automation tools to increase the productivity of customer service agents and agents.