Four Channels, One Integrated Support Operation

Integrated Multichannel Customer Support Operations

We provide multichannel customer support through calls, email, web, and WhatsApp customer service, delivering a seamless omnichannel experience that enhances customer satisfaction and loyalty.

Four customer support channels: Calls, Emails, Web, and WhatsApp

Customer support was provided through calls, email, web, and WhatsApp, enabling seamless multichannel operations and responsive service across all contact channels.

CX Operations Case Overview

This CX operation in Indonesia integrates inbound and outbound support to deliver customer satisfaction improvement through structured omnichannel experience management.

・Location | Jakarta,Indonesia
・Operation Scale | 5 headcount (HC)
・Languages | Bahasa Indonesia / English
・Operation –Inbound | Outbound
・Operating Hours |
*Phone(Inbound):Daily 8:00–17:00 * Email, Web, WhatsApp: 24/7

　Client Challenges

The client faced challenges in CX operations, including loyalty data management and packaging-related complaints, while maintaining FCR performance above 98.2%.

  • 01｜Loyalty Data Management　　

    Loyalty data management had system limitations.

  • 02｜Customer Complaints　　

    Customer complaints included packaging-related issues.

  • 03｜FCR Performance

    Maintaining FCR above 98.2% while continuously improving service quality

Strengths of Our Multichannel CX Operations

Our multichannel customer support framework combines real-time monitoring, SOPs, and agent training to deliver a seamless omnichannel experience and continuous customer satisfaction improvement.

  • 01｜Omnichannel CS Management

    Proven omnichannel customer service management with real-time monitoring

  • 02｜SOP, QA & Complaint Handling

    Clear SOPs, QA, and complaint handling frameworks

  • 03｜Agent Training & Product Knowledge

    Regular training to strengthen agent skills and product knowledge

  • 04｜CX & SLA-Focused Performance

    Strong focus on CX and SLA performance

Scope of Multichannel Customer Support Services

Our CX operations cover inbound and outbound support, including WhatsApp customer service, email, and web inquiries, ensuring a unified omnichannel experience.

〈Inbound Support / Customer Support〉
Customer support for customer inquiries and related requests.

Combined with

〈Outbound Support〉
―Marketing / Loyalty / Promotions―
Outbound activities supporting marketing, loyalty program, and promotional activities.

CX Performance Metrics and Customer Satisfaction

Our CX operations achieved 100% customer satisfaction and maintained an average handling time of 4 minutes 18 seconds, demonstrating high-quality omnichannel performance.

KPI 01
100%
Customer Satisfaction and Inquiry Resolution

KPI 02
 4 minutes 18 seconds
Average Handling Time
Below the 6-minute threshold

FAQ

Q1: What channels are covered in transcosmos's Indonesia CX operations?

A1: Calls, email, web, and WhatsApp.

Q2: What is the main benefit of multichannel support?

A2: It provides a seamless customer experience and improves satisfaction.

Q3: Do you support CX operations for global companies?

A3: Yes, we provide CX operations tailored for Indonesia and global markets.

Q4:「What is the average handling time?

A4:「4 minutes 18 seconds, well below the 6-minute threshold.

Enhance Your CX Operations with transcosmos

Contact transcosmos to learn how our multichannel customer support and CX operations in Indonesia can help enhance your customer experience.

Contact Us