Our client is an on-demand multi-service platform and digital payment technology group, especially with transportation solutions such as four-wheel and two-wheel ride-hailing, food delivery, shipping, and many other services. GoJek pays great attention to customer care service and the drivers. They set high requirements for service quality as well as customized solutions.
Based on GoJek's request, Bellsystem24-Hoa Sao has implemented an effective all-in-one contact center solution with 24/7/365 operations in:
Bellsystem24-Hoa Sao and GoJek spent time for thorough discussion in order to obtain the most sustainable and suitable operation model.
Initially, BHS started with 15 Agents working through the Contact Center system located at G’s headquarter to serve drivers’ needs. After a short while, we extended and supplemented the Support Center and Inventory, with 20 more Agents. Based on the partner’s demand, BHS continuously scaled to over 100 agents to facilitate the Food Delivery channel.
- The CCU team specializes in supporting inquiries and complaints from customers.
- MCU team specializes in supporting information from food merchant partners.
- DCU team specializes in supporting inquiries and complaints from driver-partners.
To guarantee smooth, efficient, and secured operation, BHS has integrated powerful contact center technology with the following functions:
After cooperation with Bellsystem24-Hoa Sao, GoJek VN ranked first with unrivaled customer service quality in South East Asia. Besides, there are other remarkable achievements with impressive growth figures:
The successful partnership between Bellsystem24-Hoa Sao and GoJek results from a thorough understanding and suitable adjustment/high adaptability to carry out the fittest solution. More than that, each team focused on their main core task, which truly give a boost to the whole performance. Though the recruitment and training became more difficult when the team scaled up, Bell-HoaSao nailed it.
In a competitive area such as the ride-hailing field, raising customer experiences through omnichannel communication is a must. GoJek did soon recognize that and found out the adaptive solution at the right time.
About Go-Jek Indonesia:
Established in 2010 as a motorcycle ride-hailing phone service, GO-JEK has evolved into an on-demand mobile platform and app, providing a wide range of services that includes transportation, logistics, mobile payments, food delivery, and many other on-demand services.” GO-JEK is a technology company with a social mission to improve the welfare and livelihoods of workers in various informal sectors in Indonesia. GO-JEK champions 3 essential values: speed, innovation, and social impact. GO-JEK drivers say that since joining us as partners, they have seen their income increase and reached more customers through our app. They also have access to health and accident cover, financial services and insurance, as well as affordable automatic payments and many other benefits. GO-JEK now operates in 50 cities across Indonesia
We are one of the first businesses in Vietnam to provide BPO (Business Process Outsourcing) solutions and professional contact center services.
Published: Wednesday, December 29, 2021
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