Suara.com – In an effort to support the business development of business actors, PT Infomedia Nusantara (Infomedia), a subsidiary of PT Telkom Indonesia (Persero) Tbk (Telkom) cooperates with the Whatsapp Business Solution Provider to use the Whatsapp Business Platform.
As a digital business process service provider, this collaboration further enhances Infomedia’s services in presenting the best experience for customers through its Customer Relationship Management (CRM) portfolio. Currently, Infomedia’s real time communication channel on its flagship CRM platform, OMNIX, will be more fully used for customers. The presence of the Whatsapp Business feature which is integrated with the OMNIX platform, also makes it easier for customers to integrate communication with end users in a holistic manner.
Main Director of Infomedia, Agus Wnarno, revealed that this step taken by Infomedia is part of the company’s commitment to presenting the most complete digital customer experience for customers throughout Indonesia. “It is an honor for Infomedia to become a Whatsapp Business Solution Provider on the Whatsapp Business Platform. This makes Infomedia’s CRM solution even more complete, after previously through collaboration with Meta Business, Infomedia has presented Instagram and Facebook as part of its customer service channel on the OMNIX platform,” said Awin.
The WhatsApp application is in first place for the use of the most popular messaging application in Indonesia, and the presence of the Whatsapp Business feature has become a marketing tool and customer interaction with traffic which has increased sharply in the last 4 years. Infomedia provides end-to-end management of the WhatsApp Business process, starting from registering a WhatsApp business account with a green tick, conducting campaign processes for marketing and sales to managing customer complaints.
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The entire process can be provided in an integrated manner with other customer channels such as inbound/outbound calls, as well as social media services through the OMNIX platform. In addition, the power that Infomedia has on the OMNIX platform, allows all records of transactions and interactions made by customers on the Whatsapp Business Account and other communication channels to be very easily stored in one integrated database. This allows companies to analyze customer behavior as capital in developing products or determining future promo offers.
Serving various customer segments from the industrial, government and public service sectors, Infomedia is optimistic that the collaboration with the Whatsapp Business Platform will be a positive synergy. The high level of public engagement from the WhatsApp platform further assures that this synergy will be able to boost business growth in digital channels with various innovations that have been prepared by the company to optimally support the operation of the WhatsApp business platform service.
Awin further said, “To answer customer needs with a very large number of interactions on the WhatsApp Business platform, Infomedia has also provided Chatbot support as an innovation that has been developed by the company”. According to him, through the implementation of Chatbot, all incoming interactions will be able to respond quickly, thereby reducing waiting time which can affect the customer experience.
With capabilities that are continuously being improved, the Chatbot offered is also designed to be able to provide a more interactive and targeted response. “The presence of this option certainly makes the two-way communication provided by the Whatsapp Business Platform to bridge communication between companies and their customers more effective, easy and personalized, and it certainly increases customer trust,” concluded Awin.
With the total solution feature as one of the advantages offered, customers not only get the technology-based Whatsapp Business Platform service, but can also get HR solutions, site & facility provision, to operational management that is monitored 7×24 hours for the entire company’s CRM system.
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To strengthen business people’s trust in the Whatsapp Business Platform solution, Infomedia has ensured data security through ownership of ISO 27001 – Information Security Management Systems (ISMS) by implementing a hardening method or layered security in every information journey.
Infomedia will assist customers in designing the customer journey for the Whatsapp service and support the operation of the Whatsapp Business service 7×24 hours. Infomedia provides an opportunity for customers who want to gain experience in using the Whatsapp Business Platform and get limited promos by visiting the Infomedia website www.infomedia.co.id.
