Pelanggan yang loyal merupakan salah satu kunci dari kesuksesan bisnis. Customer experience atau pengalaman pelanggan menjadi aspek penting bagi perusahaan yang memiliki pengaruh dalam kepuasan, loyalitas pelanggan, serta reputasi bisnis. Dalam upaya meningkatkan pengalaman pelanggan, perusahaan perlu memahami kebutuhan pelanggan dan memaksimalkan setiap aspek pelayanan.  Artikel ini akan membahas berbagai informasi terkait customer experience. 

Apa Itu Customer Experience?

Customer experience atau CX artinya adalah pengalaman keseluruhan yang dialami oleh konsumen selama berinteraksi dengan perusahaan Anda. Pengalaman ini mencakup seluruh interaksi pelanggan, baik sebelum, selama, atau setelah pembelian produk serta jasa yang ditawarkan. Perusahaan perlu mewujudkan customer experience yang baik dengan memperhatikan setiap detail journey pelanggan, dan memastikan bahwa pengalaman tersebut positif serta konsisten. 

Mengapa Customer Experience Penting Bagi Bisnis?

Pengalaman pelanggan penting dalam mengoptimalkan nilai produk dan jasa yang ditawarkan oleh bisnis. Beberapa peranan penting customer experience bagi bisnis adalah: 

Meningkatkan Loyalitas Pelanggan 

Pelanggan yang loyal tercipta akibat adanya pengalaman positif dan kepuasan yang mereka dapat dari produk atau jasa yang ditawarkan. Dengan terus memberikan pengalaman positif secara konsisten, pelanggan cenderung menjadi lebih setia terhadap perusahaan dan bahkan akan merekomendasikan perusahaan Anda ke kerabat dan teman. 

Mempertahankan Pelanggan 

Salah satu cara untuk memenuhi dan mendengarkan kebutuhan pelanggan adalah dengan memberikan pengalaman yang positif. Hal ini membantu perusahaan mempertahankan pelanggan yang ada, dan tentunya membuka peluang untuk menjadikan mereka pelanggan setia. Customer experience yang baik meningkatkan retensi pelanggan dan mengurangi biaya akuisisi pelanggan baru. 

Memaksimalkan Citra Perusahaan

Customer experience yang baik mendukung perusahaan memperkuat citranya di mata pelanggan dan masyarakat luas. Perusahaan yang baik akan memprioritaskan pengalaman pelanggan dengan memastikan mereka mendapatkan pengalaman optimal. Hal ini mendukung perusahaan mendapatkan peluang yang lebih besar untuk semakin berkembang di pasar. 

Bagaimana Cara Melakukan Penilaian Customer Experience?

Penilaian customer experience adalah proses memantau dan mengevaluasi pengalaman pelanggan saat menggunakan produk atau jasa yang ditawarkan perusahaan. Proses evaluasi ini dilakukan untuk melihat apakah pengalaman yang didapat sudah memenuhi ekspektasi pelanggan dan menemukan berbagai aspek pelayanan yang perlu diperbaiki. Ada beberapa cara untuk melakukan penilaian customer experience, diantaranya adalah: 

Melakukan Survei 

Melakukan survei merupakan metode yang krusial untuk mengukur kualitas pelayanan pelanggan. Karna pada esensinya, memiliki gambaran jelas dari pendapat pelanggan langsung jauh lebih baik ketimbang hanya mengira-ngira. Survei dapat dilakukan dengan mengumpulkan feedback dari konsumen di berbagai channel setelah pelayanan selesai diberikan.

Aplikasi

Menggunakan aplikasi adalah salah satu cara terbaik yang bisa dilakukan dalam upaya mendapatkan feedback yang jujur dari pelanggan. Survei bisa dilakukan sebelum ataupun sesudah layanan diberikan. Meskipun ini adalah cara yang baik, namun Anda perlu memperhatikan kenyamanan pelanggan saat menggunakan aplikasi agar mereka tidak terganggu dengan adanya survey. 

Panggilan Telepon

Umumnya, feedback terbaik didapatkan setelah interaksi selesai. Jadi, survei bisa dimulai setelah panggilan telepon berakhir. Pelanggan bisa memberikan umpan balik hanya dengan menekan tombol pada telepon mereka. Kemudian, feedback mereka akan terdata secara otomatis dalam laporan CSAT. 

Email 

Survei lewat email bisa dilakukan dengan mengirim formulir yang berisi beberapa pertanyaan relevan terkait pendapat pelanggan terhadap produk atau jasa yang mereka gunakan. Setelahnya, Anda bisa melakukan evaluasi dari jawaban-jawaban yang sudah terkumpul. 

CSAT 

CSAT (Customer Satisfaction) merupakan skor kepuasan pelanggan yang berisi metrik universal  dan digunakan untuk menilai tingkat kepuasan pelanggan atas jasa atau produk yang mereka gunakan. Selain itu, skor ini bisa digunakan untuk mengevaluasi interaksi terbaru pelanggan dengan tim layanan pelanggan. Tolak ukur penilaian ini berkisar antara 1-5 atau 1-10, angka terendah menunjukkan sangat tidak puas dan angka tertinggi menunjukkan sangat puas. 

Analisis Web 

Penilaian customer experience lewat analisis web membantu perusahaan membaca saluran penjualan, mempelajari perilaku pelanggan, dan memperhitungkan konversi yang ada di masa mendatang. Jika analisis web digunakan dan dievaluasi dengan baik, perusahaan bisa menciptakan strategi pelayanan pelanggan yang berhasil. 

Kritik dan Saran

Penilaian pengalaman pelanggan yang diambil dari kritik dan saran dapat membantu perusahaan Anda melihat tingkat kepuasan pelanggan atas pelayanan yang mereka rasakan. Untuk melakukan penilaian menggunakan metode ini, perusahaan dapat membuat kolom kritik dan saran pada web atau menyediakan nomor yang dikhususkan untuk pelayanan pelanggan, contohnya seperti yang digunakan untuk customer service perusahaan Anda. 

Analisis Ticket

Ticket yang masuk di customer support perlu dianalisis tiap harinya untuk mengetahui masalah umum yang sedang dihadapi oleh pelanggan. Dengan begitu, perusahaan dapat membenahi masalah tersebut untuk menghindari masalah yang sama terjadi di masa depan. Selain itu, waktu dapat dimanfaatkan dengan lebih efektif karena masalah umum yang terjadi sudah dibenahi sehingga perusahaan dapat memberikan pengalaman pelanggan yang optimal. 

Solusi Quality Monitoring Verint Mampu Tingkatkan Customer Experience Pelanggan

Phintraco Technology menawarkan solusi quality monitoring dari Verint yang dapat membantu perusahaan Anda dalam mengevaluasi customer experience saat menggunakan produk atau jasa bisnis. Menilai semua interaksi agent dan bot membantu perusahaan mendapatkan sudut pandang baru tentang kualitas pelayanan untuk pelanggan. 

Memberikan Umpan Balik Agent yang Objektif

Menggunakan umpan balik serta panduan kinerja yang konsisten dan tidak bias saat menangani panggilan membantu perusahaan dalam meningkatkan pembinaan agent. Metode coaching atau pelatihan telah lama digunakan untuk membantu agent mengembangkan keterampilan mereka. Pelatihan real-time saat interaksi berlangsung membantu meningkatkan kinerja agent dan pengalaman pelanggan. 

Memaksimalkan Kinerja Agent

Pembinaan agent real-time selama percakapan yang sulit dapat meningkatkan kualitas interaksi, produktivitas agent, dan menciptakan pengalaman pelanggan yang lebih baik. Dengan pelatihan real-time, perusahaan dapat memberikan bantuan kepada agent pada saat itu juga dan menargetkan KPI tertentu disaat agent sedang bekerja. Apabila Anda membutuhkan informasi lebih lanjut terkait solusi quality monitoring, hubungi kami di marketing@phintraco.com. 

The advancement of technology affects many industries, including their contact center services. Contact centers currently rely on various technology tools to fulfill the increasing customer requirement. Agents at a contact center can expand the scope of support by creating customer experiences across the platforms, such as email, text messaging, social media, and e-commerce. Therefore, technology is crucial to the functioning of a successful contact center. So then, what are the technologies that a contact center service must or should have?

Contact Center Technology

The answer relies on the needs of a company. It depends on the purpose, the channels utilized, and the location of the contact center. Contact center management can be simple from an operational perspective, but it can also be highly complex and technologically sophisticated. Numerous advanced technologies, systems, tools, and applications can be adapted for use in a contact center. The challenge lies in selecting the proper technology, implementing it correctly, and then maximizing it. The contact center of the company must immediately implement the following technologies:

1. Unified Communication

Unified communication technology will make it simpler for contact center agents to quickly connect customers with experts in problem-related fields who may be located elsewhere. Another advantage is the ability to communicate with employees via text messages, audio, and video and face important clients or projects with a single click.

2. Omnichannel

Customers today expect to be able to communicate with contact center agents via multiple channels that can be personalized. In situations such as these, omnichannel communication is particularly useful for satisfying customers' needs. This technology can connect customers with the standards of service delivery they desire. Allows for the centralization and optimization of customer interactions with contact center agents.

3. Workforce Management

Workforce management is used to forecast the number of phone calls and other interactions, such as email and chat. This technology can assist contact center managers in managing the optimal number of agents to meet the company's needs, taking into account rest time, training, vacation plans, leave, and the contact center agents themselves. In essence, workforce management can be used to determine how many agents must be hired automatically to service all existing customers.

4. Analytic Tools

Speech analytics and text analytics are analytical tools that can be utilized to improve the performance of contact center agents. For example, speech analytics can improve contact center call services by analyzing telephone calls. In addition, speech analytics is listening to customer interactions to analyze and extract insights that could be lost or missed through manual analysis.Meanwhile, text analytics collect insights from unstructured data in text-based documents and interactions across multiple digital channels. Make it possible for contact center agents to analyze, generate reports, and make decisions for every voice and text interaction.Currently, nearly every industry has its contact center services as part of efforts to support customer service. The implementation of technology in the contact center enables contact center agents to efficiently retrieve information, enter the data, and complete other complex tasks, thereby significantly enhancing the company's productivity and efficiency. Thus, companies can optimize their contact center processes while improving their business operations and customer experience. Phintraco Technology is a provider of IT infrastructure. This Phintraco Group subsidiary provides contact centers with various technology solutions, including the four solutions mentioned above.Contact us at marketing@phintraco.com for more information on the technology that must be implemented in the company's contact centre. Reference:https://www.avaya.com/blogs/2020/08/technology_trends_that_empower_agents/

All businesses want to stay competitive and expand to generate beneficial innovations. To achieve this, many values are upheld by companies, such as agile, flexibility, and innovation. This relates to IT operations' availability, performance, security, and efficiency. Data centers are no longer synonymous with the number of server racks required, clean server rooms, and the number of disks in use. Companies are oblivious to the fact that contemporary application advocates are also modern data centers. Therefore, businesses must modernize their data centers to assist them in becoming more developed. What is Modernize Data Center? Why is it important for companies to modernize data centers? Let's take a deeper look at the explanation.

What is Modernize Data Center?

The modernized data center is marked by such transformative technologies as virtualization, software-defined architecture, hyper-convergence, cloud, artificial intelligence, and machine learning. The essence of modernizing the data center is to make the company more innovative by making the data center an important element in keeping employees, partners, and consumers operating in a system. In addition, the use of hyper-convergence allows for a more efficient, adaptable, and scalable data center architecture. As a result, the company will generate leading-edge new innovations and make it more developed than ever before.

Why is Data Center Modernization Important?

As we know, technology advances at a rapid pace. For business development, the company must be prepared to keep up with technological advancements. One solution for companies to stay up with rapid technological advancements is modernizing data centers. Here are some of the factors that make a company crucial for data center modernization:

1. Cloud-ready

Cloud is a technology trend that will become increasingly popular soon. However, if your company does not plan to use the cloud in its IT system, make sure your data center has been modernized so that cloud implementation is a breeze.

2. More consistently running apps

Modernizing the data center will make your app run more consistently since it will use a more consistent operating model.

3. Expanding already investments

Investing in IT often entails removing the old system and replacing it with a new one. Modernize Your data center will avoid the "rip-and-replace" risk because it uses the same management tools and follows the same operational paradigm throughout the modernization.

4. Operational efficiently

A modernized data center can reduce the total cost of ownership (TOC) by more than 28% due to automated performance management, optimized capacity utilization, proactive planning, and the reduced average time for resolution (MTTR).Modern applications made by companies as well require a modern data center. That's the explanation for modernizing the data center and some crucial information for companies to know to modernize their data centers. If You want to modernize your data center, You may cooperate with Phintraco Technology. Phintraco Technology is a Phintraco Group company that specializes in IT infrastructure. The modernized data centers are one of the solutions offered by Phintraco Technology. Contact us at marketing@phintraco.com to get more information about Modernize Data Center.Reference:https://www.vmware.com/cloud-solutions/hybrid-cloud/modernize-data-center.htmlhttps://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/cloud/vmware-data-center-modernization-solution-brief.pdf

Although login to a website or application through a login portal is not an effective process, it is still commonly used in our digital lives. Almost everyone goes through the login process every day. From a user's point of view, the login experience of a website or app is just as important as any other feature. Everyone wants everything done quickly and simply, including this login process. Often, even some of them complain about the need for a few steps to log in before accessing what they want. However, does the ease of access of the login process always benefit customers? Yes, in terms of effectiveness and customer experience, what about security?

Vulnerabilities in Password-Based Login

Single-factor authentication refers to the login method that needs a username and password before access is given. Despite modern technology advancements, many people still fail to recognize the urgency of password use and security. So, most of them prefer a simple and fast login process such as single-factor authentication. Passwords are often reused across several accounts, both personal and corporate accounts. The increasing expertise of hackers will make it easier for them to perform data access breaches through password intrusion.According to CNET, hackers have published up to 555 million stolen passwords on the dark web since 2017. As a result, you must enable a multi-factor authentication solution on your login access system to prevent your passwords and customer and company data from being exposed. Strong authentication, such as multi-factor authentication, will force hackers to provide other forms of authentication and usernames and passwords to access. Thus, if their efforts to disable secondary authentication fail, hackers will instantly stop.

Enable Multi-factor Authentication

Multi-factor authentication (MFA) is a collection of technologies to verify a user's identity. This technology solution will use a two-step or more approach to convince the system that the person logged into the account is a legitimate user. Although hackers can still go through multi-factor authentication, this solution is still very important to prevent the possibility of hackers continuing their hacking. Physical authentication (biometric data), email and phone numbers for backup codes (OTP), push notifications, and other advanced methods are commonly used in multi-factor authentication. To achieve truly secure authentication, the authentication procedure must include at least two technologies from different technology categories. By prioritizing multilayer authentication security, you can protect your company and consumer data from hacker suppression. Although customers want the simplicity of the login process, your company should still prioritize security through simple multi-factor authentication.

How can PhinTech assist you in Implementing Multi-Factor Authentication?

Being in charge of sensitive data belonging to your customers and your employees may appear challenging and unsafe, especially for companies engaged in the financial sector. However, you don't need to be worried and confused about selecting the right multi-factor authentication solution provider. You can entrust everything related to implementing multi-factor authentication solutions to PhinTech. PhinTech will assist you in offering efficient security consultation, allowing speedy deployment of solutions, and providing 24/7 support services. Implementing a multi-factor authentication solution with Phintech will ensure your customers and enterprises get an easy and secure login authentication experience. Get more information about Multi-Factor Authentication solutions by sending an email to marketing@phintraco.com. Reference:https://www.onespan.com/blog/hackers-love-companies-dont-use-multifactor-authenticationhttps://www.onespan.com/topics/multi-factor-authentication

In recent times, the financial industry has developed. However, technological advances are making the financial industry increasingly exposed to various challenges, such as Increasing and changing client expectations, shifting usage of digital systems, new rules, the growth of the newest technology, the existence of Fintech, and others. The existence of these obstacles makes the Bank must continue to provide the latest and more innovative financial services.At the same time, companies in the financial industry must be more careful not to undermine customer trust. A digital system makes banks have to increase customer confidence in online transactions. Therefore, security is one of the most important factors in digital financial transactions, given that the financial industry has been one of the most targets of cyberattacks in recent years.

Multi-Factor Authentication is being used as a form of Cyber-attack defense.

Improving security in digital financial transactions can be using multi-factor authentication. In other words, multi-factor authentication (MFA) is the addition of a layer to secure a user's account by providing two or more authentication factors to verify the user's identity. Hacking usernames and passwords are fairly simple for cybercriminals. To make it difficult for cybercriminals to access accounts, added some authentication factors such as biometric voice or account security questions that the users only know. As a result, cybercriminals will find it more difficult to hack, and companies will avoid losses due to data theft.

Why is Multi-Factor Authentication required in the Financial Industry?

The financial industry has a lot of valuable information that can be made into sensitive information which cybercriminals could hack. Access to this sensitive data can be tightened by using MFA. A simple example of implementing MFA is when a customer uses an ATM to access a bank account, and the account owner employs MFA by combining what they know is a PIN with what they have as an ATM card. Other applications for an electronic transaction can be of various types. The authentication process must have more than one factor to tighten account usage. As a result, companies will avoid losing millions of dollars if cybercriminals access sensitive consumer information.

Examples of (MFA) Multi-Factor Authentication for the Financial Industry

Multi-factor authentication solutions are designed to protect accounts and transactions by using multiple authentication factors while still simplifying logging into an account. MFA solutions are easy to use, scalable, and reliable solutions. Here are examples of MFA that the financial industry can use:

• Software authentication

One of the authentication factors users have, authentication software makes the user's mobile phone an authentication factor. Therefore, authentication notifications are only sent on mobile phones that are already registered.

• Mobile authenticators

It functions similarly to authentication software. The difference between mobile authenticators is only used for enterprise purposes. Make it easier for employees to access important applications that have sensitive data. Mobile authenticators will be implemented on mobile devices to access important applications on employee laptops or corporate networks.

• SMS delivery

This type of authentication is like SMS OTP. If the user wants to access an account, there will be an OTP SMS sent to the user's number, and the user will put the code contained in the OTP SMS into the user's account.

• Hardware authentication

This authentication process uses separate hardware such as card readers, USB, tokens, etc.

• Biometric authentication

Every human has its uniqueness in each individual. There are parts of the human body that can be an additional factor in authentication, such as fingerprints, face recognition, retina scans, and biometric voices.

• Push Notification

When the user logs in, the account will appear on the phone's screen notification, and the user will complete the authentication procedure on the user's mobile phone.

• Cronto

Cronto is a visual display like a QR code that will appear on the PC screen. Customers need to scan with a mobile phone to complete the authentication process. Looking at the reasons for the importance of MFA to the financial industry and its various types, we can know that MFA is very important to implement because it will improve account security and can be applied according to needs. Implement MFA solutions with Phintraco Technology, a subsidiary of Phintraco Group. Phintraco Technology is a company that specializes in IT infrastructure. A variety of hardware and contact center-related technology solutions are available according to your company's needs, one of which is the Multi-Factor Authentication solution.   Learn more information about multi-factor authentication by sending an email to marketing@phintraco.com  Reference:https://www.onespan.com/topics/multi-factor-authentication

A username and password are often used to log into an account. This method is currently considered archaic and old-fashioned. Cybercriminals continuously seek new ways to access accounts, even as technology becomes more advanced. Cybercriminals can easily access personal accounts by hacking a username and password. What can companies do to prevent this? Companies can use Multi-Factor Authentication as a strategy to secure access to an account. Do you know about Multi-Factor Authentication? Let's get to know more about Multi-Factor Authentication.

What is Multi-Factor Authentication?

Multi-Factor Authentication or MFA is a technology to secure user access before gaining access to a website, mobile application, or other online platforms by performing several methods of proof of identity. At least two distinct verification elements are used to establish user identification. MFA creates a layered defense that makes it difficult for unauthorized users to access account information. If a cybercriminal successfully reveals one layer of password, they will have to breach at least one or two further levels. Because two security "gates" prevent cyberattacks on user accounts, user accounts become more secure.

Why is Multi-Factor Authentication (MFA) important?

Cybercriminals that use account takeovers as a cyberattack technique are among the most common cybersecurity dangers. According to Onespan, around 3.2 billion personal records have been hacked. Account takeover fraud is commonly carried out using cyber assaults such as phishing, mobile malware, and other techniques. The MFA method is designed to be more complex and more effective than simple authentication based on usernames and passwords. Currently, logging in using simple usernames and passwords is deemed archaic because of more advanced multi-factor authentication technology to prevent cyber attacks. Companies will also save millions of dollars that would otherwise be spent on cybercriminals.

What are the authentication factors used in Multi-Factor Authentication (MFA)?

When logging into an account, using a password or PIN is stated to be the first element in determining the identity. The authentication procedure in MFA uses at least two technologies. What kind of authentication may currently be claimed to employ MFA? Here are three main factors to consider in the MFA.

1. Something you know (knowledge factor)

This factor is usually a password, PIN, phrase-shaped password, or a series of related security questions and answers that only the user knows. To use the knowledge factor in the MFA, users must enter the correct match details of information previously stored in the app or website.

1. Something you have (possession factor)

Before smartphones, users brought tokens or smartcards that generated a one-time password or passcode (OTP) that could be inputted into online applications.  OTP is currently more convenient since security keys may be supplied to smartphones.

1. Something you are (inherence factor)

Each person's biometric data is unique because each person's biometrics is distinct. People's biometric data, such as fingerprints, retinal scans, face recognition, speech recognition, and behavior, vary from person to person. This biometric information might be used to verify identification when logging in.

The ultimate benefit of Multi-Factor Authentication

Companies use MFA as one of their IT security solutions. The following are the most important advantages of multi-factor authentication for companies.

1. Increases security.

MFA can improve password security by requiring the user to go through another authentication step after entering their password. As a result, the account is more secure than ever.

1. Completing compliance

MFA can help companies fulfill industry regulatory standards. In Europe, electronic payment services must fulfill stringent authentication criteria, so MFA is urgently needed to meet these regulations.

1. Improve the user experience.

A different login experience with multi-factor authentication will improve the user experience. The company will get more benefits because the customer experience will be improved, and the security will be increased. Multi-Factor Authentication may only be seen as an addition to the cybersecurity defense layer, but the impact will be greater than that. User accounts will become more secure, and companies will avoid security risks. The company can perfect the authentication system co-owned by Phintraco Technology, a subsidiary of Phintraco Group. Phintraco Technology is a provider of infrastructure IT solutions services, one of which is multi-factor authentication technology solutions. Contact us at marketing@phintraco.com for more information from experts about multi-factor authentication.

Reference:https://www.onespan.com/topics/multi-factor-authentication