In celebrating National Customer Day which fell on September 4, Tokopedia continues to increase quality and comfort for its users through Tokopedia Care.

“Tokopedia strives to provide the best and most relevant experience for customers – both buyers and sellers – through Tokopedia Care. "This is in line with one of the company's values, namely Focus on Consumer," said Tokopedia's Senior Vice President of Sales, Operation and Product, Rudy Azhary Dalimunthe online, Tuesday (12/9).

According to him, with the booming experience economy era, various related companies are always required to provide a more impressive experience in shopping and selling.

"Today, consumers no longer only want goods or services, but also need impressive experiences in that era," explained Rudy.

For this reason, Tokopedia will always maximize customer experience through Tokopedia Care which is 100 percent digital-based and available 24/7 so that customer questions can be answered quickly, accurately and transparently.

With the development of digital trends, Tokopedia will utilize artificial intelligence (AI) including machine learning to provide a self-service experience. This technological innovation allows customers to get solutions to questions independently and more quickly, without the help of CFS (Customer First Squad; the name of Tokopedia's customer experience team).

“For example, buyers can independently check the status of order cancellations, track the delivery process and much more. "Meanwhile, sellers can independently change delivery couriers," said Rudy.

Not only that, Tokopedia also provides work space for thousands of Nakama – including CFS at Tokopedia Care – from various backgrounds (women, disabled and so on).

This is also in line with one of GoTo's Three Zeroes ESG commitments, namely Zero Barriers, which aims to help people create opportunities without obstacles through the GoTo ecosystem, including Tokopedia.

Rudy explained that Tokopedia Care always combines three elements in providing the best customer experience for customers, namely human touch through CFS, technology through the use of AI and automation as well as developing a real-time customer engagement hub and voice of customer by optimizing feedback from customers.

“The application of these elements can be seen on the Tokopedia Care Help page. This page is a customer assistance center for both buyers and sellers on Tokopedia, which can be accessed by clicking in the top right corner of the Tokopedia application, then clicking 'Tokopedia Care Help'. Click 'Start Chat' and customers will be connected to Ask; Tokopedia Care virtual assistant," he explained.

On this occasion, Tokopedia also presents a self-service experience to empower business actors of various sizes to get the best experience in advancing their business. Apart from the Tokopedia Care Help page, sellers can get a self-service experience through the Tokopedia Seller Dashboard.

Through the Tokopedia Seller Dashboard, sellers can use the AI-supported 'Insights' feature to provide comprehensive data, such as product types or keywords that are most sought after by buyers on Tokopedia based on region and category, in order to maximize business.

There is also a new feature 'Product and Category Naming' which is supported by machine learning to provide smart recommendations for sellers in terms of product naming and the most relevant categorization so that products can be found more easily by buyers.