Qiscus was formed in 2013. Over the years we have grown to become the leading expert in chat and call technologies in Indonesia. We have powered some of the major enterprises in over 12 sectors, in Indonesia and 13 other countries. Some of our clients include the Astra International (largest motorcycle distributor in indonesia), Halodoc (largest telehealth player in Indonesia), Telkom Indonesia and Indosat (top two telcos of Indonesia), BlueBird Group (Largest Taxi Company in Indonesia), Bukalapak (Indonesia's fourth Unicorn) and a many others.

1. Conversation is
More Than
A Message
Discovering The Impact of Chat SDK

2. Chat SDK for Mobile and Websites

3. 4 Greeting
7
8
17
15
22
6
Tableof
Contents
Background
Meet Qiscus, A RTC Expert Company
Is Your Business Ready?
What Can Businesses Do?
We Can Meet Your Needs
Sources and Contact Us
Growing Together with #TechTalk
A Short Overview in 2017
lllustration 5: Wedding Sector
lllustration 4: eCommerce
lllustration 3: Banking
lllustration 2: Healthcare Sector
lllustration 1: Education Sector
lllustration 6: Insurance

4. I always remember why
I started this in the first
place. I also remember
that I have a family who
isfullysuppor ngmeno
ma er what happens
and YOU are part of my
family.
4

5. Hello, Families!
Happy New Year to all of you. I hope you have celebrated the start of 2018 in
good spirits and have had a joyous celebration looking forward to the year
ahead with family and friends. Now that we’re a few days into the new year,
it’s good to look ahead and think about what this year may bring us.
I would like to take this opportunity to thank all of you for your continued
loyalty over the last year. A quick look back in 2017, to provide the best
service for you, we have transformed from a multi-platform instant
messaging service provider to become chat SDK (Software Development Kit)
with End-to-End and Omnichannel packages.
It has been an exciting 2017 indeed and in 2018, we will continue to work
hard on fulfilling our commitment and putting our customers' interest at the
heart of everything that we do. Showing our customers how we can support
them through their needs by providing advice, being flexible where possible
and providing a range of clear and simple, but powerful, products.
Last but not the least, there is no secret to success. It is the result of
preparation, hard work and learning from mistakes. We can count on a team
of highly-skilled and motivated young people who has spent a lot of energy
in creating a business that meets the needs of our customers. Anyone can
sell a product but what matters is how they sell it. Our culture has gotten us
to where we are today and it is vital that we retain it as we grow, and that this
continuously cascades throughout the organization.
Sincerely,
Delta Purna Widyangga
CEO
5

6. 6
Background
Several new technological developments in
the recent months have had a huge impact on
the economy and the way businesses are run
in these recent months.
When companies adopt the right technology,
they also offer more competitive prices to
customers due to lower costs, better
operational controls, and lower risks. In
addition, digitizing paper and manual
processes allows businesses to obtain data
to make better decisions on their
performance, processes, costs and the
risks involved which gives businesses an
edge in improving their services.
In fact, it is found that companies who
implement chats in their processes have a
potential to obtain 305% ROI from sales.
97% out of the 1400 respondents in a survey
done by McKinsey last year were found to use
more than one chat applications on their
smartphones. It makes the competition to
attract customers much higher than before.
With this significant change in customer
habits, businesses should be aware and
prepare to be resistant.

7. 7
Is Your Business Ready?
Digital disruption will change your business. It
is impossible to produce something
innovative that responds to consumer
demands instantaneously without turning to
digitization. The adoption of technology is
expected to make business operations more
efficient. With the advancement of and
communication technology (ICT), competition
is accelerated in order to deliver goods and
services aligned to market demands and at
competitive prices. Here are some examples
of digital disruptions to give a clearer idea of its
impact:
In the Banking Industry: An online
banking app disrupted the big-cap
banks without opening a single
physical branch.
In the Financial Advisory Sector: A DIY
investment tool from Acorns shook up
the financial-advisory business.
In the Media Industry: Snapchat got a
jump on mainstream media by
distributing content on a platform-as-
a-service infrastructure.
In the Healthcare Industry: The
concept of consulting a doctor anytime
from anywhere right from your mobile
phones are making clinics rethink their
strategies.
In the Education Industry: The
concept of learning from a teacher
without being restricted by physical
b o u n d a r i e s a r e g i v i n g
education/tuition centers a run for
their money, eventually rendering
them obsolete.
In the Retail Industry: Big giants like
Matahari Mall of Indonesia are forced to
review its business model and jump
onto the online world bandwagon
because it faces disruption by players
like Lazada, Bukalapak, and other
successful eCommerce players.

8. What Can Businesses DoWhat Can Businesses Do
From some of the cases of disruption shown above, it may necessitate modifying or coming out
with a new business model which will generate more potential income for your business.
In essence, if you are providing services and customers are supposed to meet you in a
certain location at a certain pre-defined time, then you may want to relook this model and
see if you can provide services to your customers at the place and time that they prefer.
Here are some examples from several case studies that can clearly illustrate this:
8

9. 9
lllustra on 1:
As the scope of chatbots becomes broader every day, there are new
applications popping up constantly. In recent years, there has been a large
hype over innovative tools to enhance teaching and learning through
educational technology.
One example is LESLIE. LESLIE is an acronym which stands for 'Learning
English as a Second Language in English'. Leslie Linguo (www.linguo.org) is
an English as a Second Language (ESL) oriented chat robot with text-to-
speech functions. Leslie is a chatbot designed for students who are
learning English as a foreign language. He can talk about different topics in
English, define words, provide synonyms and antonyms, translate words
between English and Spanish, explain grammar, and even conjugate
nouns, adjectives, and verbs, both in writing and speech. In the future, he
will also be able to correct grammar.
Meanwhile, in Indonesia, Ruangguru has already collaborated with 16
regional governments in Indonesia to improve learning productivity in
schools. Ruangguru helps students to access learning materials through
their mobile phones. The chat feature in Ruangguru has been a great help
to the company since it has improved the interaction frequency and
quality between educators and students. Additionally, it gives the
company community support towards the application. The chat platform
provided in the system increases trust between stakeholders and
consumers find it more convenient and easier to navigate the app.
Educa on Sector - Transforming the
Learning Experience

10. In the past, telemedicine and telehealth were usually carried out by the conventional
telephone. But now, with the rise in advanced communications technology, one can
interact with doctors and medical institutions with the use of AI to access medical
services in order to enhance the healthcare experience. In Indonesia, Halodoc has
improved the quality of telemedicine through chat and calls technology. In many
ways, Halodoc gives such benefits to its customers in order to get better quality
healthcare, such as:
Providing an extensive network of medical care workers, medical
institutions, and other relevant stakeholders
Allowing customers to access the service of a doctor
from home
Giving healthcare access to people living in rural
areas
Minimizing costs both for doctors and
patients
10
lllustra on 2: Healthcare Sector - Remodeling The Health
Experience

11. 11
Banks and financial institutions can also take
advantage of new trends in chat applications
such as through chatbots. Chatbots are now
getting smarter and come with a variety of
capabilities that are promising for banks who
may want to use AI to analyze customer
accounts, provide solutions to common
problems, and handle simple transactions for
them. Chatbots can also help banks manage
overwhelming customer responses and reduce
the pressure and strain imposed on customer
support agents.
Having an in-app chat feature for banks and
financial institutions offers many benefits for
both customer service agents and customers.
The integration of live chat in mobile apps and
websites is a way to gain a competitive industry
edge. In-app chat facilitates immediate
responses and also efficiency in many other
aspects such as providing better services and
increasing productivity of customer support
agents.
For example, CIMB Niaga and BCA banks
have leveraged on chatbots for the above-
mentioned benefits. CIMB Niaga has a
chatbot, Eva, which functions as a private
customer service agent. BCA, on the other
hand, has a chatbot, Vira, which can be
accessed through some of the popular chat
applications such as Messenger, LINE and also
Kaskus Chat. Through Vira, customers can
access various banking services under BCA,
such as checking account balances and
mutations, credit card registration, locating
ATM locations, and browsing the latest
promotions from BCA among other things. To
date, the service has been accessed more than
400,000 times.
lllustra on 3: Banking - Redesigning The Banking Experience

12. 12
lllustra on 4: eCommerce - Redefining The Shopping Experience
Chatbots are not just about
answering customer inquiries by
enabling artificial intelligence (AI)
and machine learning. They are
able to pick up a goldmine of data
along the way. This allows
enterprises to learn customer
h a b i t s a n d ke e p t a b s o n
purchasing histories of each
interaction in order to present
personalized experiences with
every tap of the finger. Optimizing
c h a t b o t s i n t h e b u s i n e s s
workflow can help a company
save up to 30% in customer
support services by cutting down
the time spent waiting for a
customer service agent to reply,
especially when sourcing for easy
information about shipping
details, tracking numbers or even
forgotten passwords.
Sale Stock's Soraya, a chatbot who manages its online engagement with customers, is
available on several popular social media and messaging platforms such as Facebook Messenger
and LINE, and just recently, Sale Stock has launched a conversation-based shopping experience on
Blackberry Messenger. With these many integrations, customers are able to receive immediate
responses 24 hours a day, seven days a week. Unlike human customer service representatives,
chatbots are always available, feeding into the ever-increasing eagerness of consumers for
engagement and response.

13. 13
During the 100th Qiscus TechTalk,
Bridestory's CTO, Doni Hanafi, shared
his experience of implementing
chatbots on his wedding marketplace
startup. If Salestock has Soraya,
Bridestory has Hilda, a virtual
assistant for people who want to find
the best vendors for their wedding.
But unlike Soraya, Hilda cannot
completely replace interactions
between humans. Hilda acts as a
bridge to ease up the registration
process such as helping to fill up
f o r m s o r r e c o r d n e c e s s a r y
information about the customers'
wedding plans after which an actual
Bridestory wedding consultant will
take over the process until the end. It
is also able to facilitate interactions
between Bridestory 's account
managers and their vendors or
partners such as checking for service
availability on a selected date or a
particular customer request.
lllustra on 5: Wedding Sector - Revolu onising The Wedding
Industry

14. Insurance companies are aware that digitization will disrupt their business and whether it will
become advantageous or contribute to their downfall depends on their response. A survey done
by PWC, a leading global professional services firm, found that 74% of respondents see that
digitization is indeed a disruptive innovation to insurance and finance industries.
With that, companies are already
accepting the fact and ready to fulfil
new objectives, such as improving
their customer engagement via AI and
increasing accessibility to services
right from the palms of the customers
through the channels that customers
prefer. Insuretech companies are
starting to also create new systems for
underwriting, claims, and integrating
automation into their processes.
To overcome the challenges,
companies must spot areas for
improvement to get a better position
in this industry. One critical issue is
how companies can engage potential
or existing customers via the channels
they prefer. Customers are already
comfortable with these platforms and
are often reluctant to switch apps just
to communicate to one or two new
contacts. A potential solution is via
Omnichannel customer engagement.
Using the method of Omnichannel, one is able to cross multiple channels to gain more
experiences. In insurance, a company can engage its customers in their preferred communication
channels, such as Facebook Messenger, LINE, or through the company's website (via a chat widget,
for example). The process can be eased by allowing responding to customers by centralizing
inbound chats onto a single platform. Subsequently, you can also implement automated response
bots to answer simple inquiries across different engagement channels. All is done in real-time,
saving both customers and insurance companies time and money.
14
lllustra on 6: Insurance - Omnichannel as Solu on of Insuretech

15. 15
We Can Meet Your Needs
The importance of chat functionality in applications
should be quite obvious at this point. Thus, the next
logical step for businesses is to make sure that they
include a chat feature in their apps. This is where
businesses tend to get lost. Sometimes, companies end
up overestimating their capabilities by building the chat
feature themselves.
Building it yourself may seem like a good idea, but if you
pay attention to the whole process and the problems you
may encounter during the
building process, we urge
you to think again. On the
other hand, Real-Time
Communication (RTC) has
caused the disruption of
several industries and
yours might be one of
them. RTC enables people
to communicate with one
a n o t h e r w i t h o u t transmission delays. It is
instant and has minimal latency. It can even transfer
data.
It takes a total of
1770 to 2460 hours
and around USD
$35,400-$370,000
to develop a chat
application like
WhatsApp

16. “RTC, when
applied in the
right way, can
help expand
businesses by
enabling the
delivery of
services online
and remotely.”

17. Meet Qiscus, A RTC Expert Company
The services that Qiscus has been providing to
companies make use of communications
technology to virtualize businesses and helps
them expand beyond physical limits. While the
cost to purchase a chat feature may concern
you, there are options to provide a free Software
Development Kit (SDK) for trial.
Qiscus Chat SDK enables you to establish chat
User Interface (UI) and functionalities easily .
Qiscus is one of the best third-party solutions in
the Southeast Asian market that can provide the
best chat SDK and chat API for your company.
Qiscus has an SDK product that can be used
freely for up to 1000 active users per month.
Once you decide that you want to buy a chat
feature, it's our job to set up and maintain the
features.
This is the underlying Unique Selling Point (USP) of Qiscus, which makes us different from
our competitors. Below are 4 main features of our USP. All Qiscus products are:
17
Localized: We have a localized architect team to explore innovative solutions
with clients.
Highly Flexible: Our base solutions (be it SDK or E2E) are all adaptable and
generic enough to meet different processes and needs of the client. It is also
customisable.
White-labeled/owned by clients: This means that the brand of the app,
color, app icons and so on are all customised and owned by the client. Most
importantly, the data obtained from the use of the app can be owned by
clients, unlike other nonwhite-labeled apps such as WhatsApp.
your
brand
Extendable: It means clients can add official accounts, coaching functions,
bots and integration to systems which basically means you can extend
beyond the base system very much like putting together Lego pieces.

18. Indonesia is blessed with a demographic bonus, where
those who are of a productive age outnumber children
and the elderly. However, the reality is that highly
talented human resource is still difficult to find. This is
due to a gap in the education curriculum in Indonesian
schools and the lack of opportunities for skills
improvement. On the other hand, the digital industry
requires very highly talented individuals who are ready to
be competitive at the global level.
18
Growing Together with #TechTalk

19. TechTalk is a monthly event held by Qiscus as part of our
community engagement programme. Through TechTalk,
we can design better user experiences, increase retention,
and drive new growth. The power that a community can
wield is present even in the earliest stage of our growth.
When we build a community, there is a challenge in
thinking about how we can create not just a support
system but also a platform for real human interactions.
The goal of this programme is to make members feel that
they are a part of something important and contribute to
the community.
19

20. “Indonesia ranks 109 out of
189 countries in terms of ease
of doing business below
neighbors such as Singapore,
Malaysia, Thailand, and
Vietnam. But for startups and
their investors, the talent
shortage is the biggest
headache.”

21. A Short Overview in 2017
times multiple user
growths within one year
500
20 times multiple clients growths
within one year
500
and many others
21
It has been a fruitful 2017 and in 2018, we will continue to put our clients' interest
at the heart of everything that we do. Here's a glimpse of our journey in 2017:

22. Sources
https://www.mckinsey.com/business-functions/digital-
mckinsey/our-insights/accelerating-the-digitization-of-
business-processes
https://www.forbes.com/sites/mnewlands/2017/01/29/t
he-rise-of-the-chatbot-10-easy-tips-for-launching-your-
own/#44d63929207a
https://www.yotpo.com/blog/conversational-commerce/
https://economy.okezone.com/read/2016/10/17/320/15
16835/pengguna-asuransi-di-indonesia-baru-11-8
https://webforms.ey.com/Publication/vwLUAssets/The_f
uture_of_insurance_in_a_digital_world/$FILE/EY-future-
of-in-a-digital-world-design-comments.pdf
https://www.gartner.com/smarterwithgartner/gartner-
predicts-a-virtual-world-of-exponential-change/
https://www.reuters.com/article/us-indonesia-
startups/talent-shortage-stymies-indonesias-tech-scene-
idUSKCN0YT2SM
https://www.slideshare.net/dimvn/chat-app-usage-in-
indonesia
https://www.business-case-analysis.com/payback-
period.html
https://yalantis.com/blog/cost-of-mobile-messaging-
app-development-types-kpis-landscape-recommended-
approach-and-cost-of-development/
https://elearningindustry.com/mobile-apps-in-
education-5-benefits
http://tekno.liputan6.com/read/2833041/ruanggurucom
-belajar-bisa-lewat-chat-dan-audio-call
https://blog.oxfordcollegeofmarketing.com/2016/02/22/
what-is-digital-disruption/
https://dealbook.nytimes.com/2012/01/19/eastman-
kodak-files-for-bankruptcy/
https://www.pwc.com/gx/en/industries/financial-
services/fintech-survey/insurtech.html
https://www.digitalnewsasia.com/business/sale-stock-
launches-conversation-based-shopping-bbm
Contact Us
+65 6631 8454
contact.us@qiscus.com
@qiscus
Qiscus
www.qiscus.com
Qiscus
Qiscus Pte Ltd
www.qiscus.com
contact.us@qiscus.com
Singapore Office
2 Orchard Link #04-0,
Singapore, 237978
Indonesia Office
Plaza Kuningan South Tower
11th Floor, Jl. H. R. Rasuna
Said, Karet Kuningan, South
Jakarta, 12920
22

24. Chat SDK for Mobile and Websites