Retailers have grown tremendously in recent years, especially e-commerce that is now growing and shifting as a new trend worldwide, especially in Indonesia. Why Indonesia? look at the graph below, the internet is now a primary requirement in Indonesia since a half of Indonesian or around 132.7M Indonesian has internet access. Consequently, the number of social media users also increased sharply in the number 130 million people, which ultimately smooth the e-commerce trend continues to go.

1. How Qiscus Chat Solution Can Help for
Winning of Retail Customers Heart
Retailers have grown tremendously in recent years, especially e-commerce that is
now growing and shifting as a new trend worldwide, especially in Indonesia. Why
Indonesia? look at the graph below, the internet is now a primary requirement in
Indonesia since a half of Indonesian or around 132.7M Indonesian has internet
access. Consequently, the number of social media users also increased sharply in the
number 130 million people, which ultimately smooth the e-commerce trend
continues to go.

2. Indonesian Central Bureau of Statistics also noted about this journey, its data said
that e-commerce in Indonesia have grown by 17 percent in last 10 years to reach 26.2
milion units goods has been sold. This happens because the increasing of internet
penetration in Indonesia, and of course the emerging of many e-commerce with a
variety of goods available. Data from Statista.com, showing transactions value in
million US$ from 2016 until 2022 with the increasing trends year by the year.
Question 1: How to be A Winner?
However, a tough competition between every e-commerce will be created and in the
end there will be a win and lose. Then how to be a winner and remain in this
competition? Be innovative. Since e-commerce depends heavily on customers
experience, improving service to customers is certainly a strategy. Talking about the
customers experience will certainly give satisfaction to customers and implied to
sales increasing.
Based on McKinsey, by improving customers experience, the company gain a sales as
much 10 to 15%, not only gaining on sales, its also drive to lower cost as much as 15
to 20%.
Question 2: How Customer’s Experience Works?
Nowadays, customers spend a significant portion of their lives chatting via popular
messaging and social media applications. Interactions between friends are more
frequently than not, carried out via chats which are a great way to make new friends
and engage existing friends.
For e-Commerce businesses targeting the Gen-Y and Gen-Z consumers, this is one
important thing to note. In today's times, if customers feel belonged to your
company/brand, you can be sure that he will talk about you. A lot. Words will start
spreading and you will be smiling. But be reminded that the opposite is true as well.
It is therefore not a surprise that e-Commerce businesses are now banging on the
strategy of building a community around their products/services to improve their
business bottom line. Forrester Research reported that 94 percent of sites which
adopted the strategy of building communities claimed that their repeat traffic was
boosted and the strategy generated nearly one-quarter of all site traffic. They
achieved all these without spending significantly more on advertising or marketing
costs.
Current Situation of Customer Experience
But according to Forrester’s 2017 customers experience (CX) quality plateaued or
declined for most industries and companies. Why? CX initiatives tackled low-

3. hanging fruit to put early points on the board, and most CX initiatives had too little
clout to force meaningful operational change. Customers’ expectations will outpace
companies’ ability to evolve or invent experiences, and the deferred transformation
in 2017 means that companies can’t adjust fast enough or well enough.
In a recent study conducted by Periscope research, 78% of retailers admit their
consumers do not have a unified brand experience and 45% of them also say that
progress isn’t happening fast enough. This failure also lead a declined of customer
experience. In 2018, 30% of companies will see further declines in CX performance,
and those declines will translate into a net loss of a point of growth.
So How to Get A Punch-Back?
The declined of customer experience is a serious problem that should be solved. One
of the solution that can be used to get back the customer experience into a right track
is elevating the unique customer touchpoint, by maximizing any interaction with
customers. According to Aberdeen Group, companies that provide a consistent
service quality across multiple channels retain 89% of their customers, whereas
companies that do not provide a consistent quality are only able to retain 33%.
To execute the step above, companies need to allow consumers to purchase wherever
they are, while communicating in a way that is in tune with why they use a given
channel and showing awareness of the individual stage in the customer lifecycle.
With today’s tech-savvy customers, omnichannel has become more than just a “nice
to have” method; it’s now a basic requirement for customer service. Customer
experience through customer service is important to build customers’ perception of
how your company treats them.
These perceptions affect their behaviors and build memories and feelings and may
drive their loyalty. In other words: if customers like you, they are going to continue
doing business with you and recommend you to others. Therefore, to make
customers to like you, you should treat them very well to deliver unified experiences
that will entice their loyalty:
To review how necessary for e-commerce to leverage customers experience, let’s take
an example of Courts. Courts is one of the e-commerce retailers that provides
furniture with a variety of products. Through their website, Courts continues to
leverage customers experience into the next level. They trying to bring choice to
consumers, by giving payment using in-house credit as one method of payment
beside a cash.

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Do We Respond?"
It is Courts’s effort to attract customers and of course provide vary products with
competitive price. This innovation, a procedure also terms & condition to apply this
credit, should be concerned to reach a large market in order to achieve its main goal.
To deliver their promotional message, credit payment, and so forth to customer, It
can use by short message service (sms) blast. But, it is just one way process and
companies can not get any feedback from customer side so there is no engagement
process too.
On the other hand, 50% populations in Indonesia is active internet users and 130
million is active media social users. Social media platforms such as Facebook, Line,
Twitter, and others have a big role to play in the engagement strategy process
between the merchant and the customer. It makes the competition to attract
customers much higher than before.
Based on a survey, people spend almost 3 hour every day to explore their social
media accounts. They do liking photos, updating statuses, or just chatting using a
messaging application. The companies can engage their customer through this. With
this significant change in customer habits and needs, businesses should be aware and
prepare to be resistant.
Qiscus Omnichannel Chat Solution (Qismo)
As an accelerator package, it will be integration way to connect a customer to a
merchant via FB, line, and Qiscus widget directly. So that, their communication
needs become easier than before. All companies need to do is to operate a single

5. platform to greatly enhance its efficiency.
By integrating text, images and instant messaging to provide a unified brand
experience so that customer can switch between multiple channels yet still
experience the same quality of service.
In Qismo, customer service chats are able to give you the opportunity to serve your
customers in a variety ways that are not only convenient and effective, but also boost
your brand’s image and credibility. In the conversational commerce era, the most
important thing to be emphasized is how businesses are able to provide the same
best experience across the channels as customers expected.
For addition, Qismo can also be equipped with chatbot that not only serves as
customer service, more than that chatbot can also be used to serve the payment after
the customer finished shopping. Or in this case above, chatbot also can be set as
reminder for customers’s payment due date. So, it is not only leverage your
customers experience by integrating your different channels but also can add some
smart function for your customers.
Qiscus
However, keep in mind that omnichannel customer service is also a double-edged
knife in some circumstances. Besides its potential to reach broader customers,
omnichannel also has a negative side if businesses are unable to deliver the same
experience across the channels. In order to make things as they are intended to be,
businesses need a partner who is expert in the omnichannel customer service to
implement the strategy.
Thus, it’s not easy for businesses to engage their customers via multiple channels,
without any help from third-party. Qiscus as a chat provider service has just
launched its omnichannel customer service dashboard called Qismo so you can easily
manage your company’s customer service chat such as Facebook Messenger, LINE,
and web widget in one simple dashboard. The application of this omnichannel
customer service in your business is one of the best way to fulfill customers
expectation. Drop us a note at www.qiscus.com or you can read our white paper and
see what we can offer for you.