Email is still widely chosen by the public to contact customer service

Customer service is one of the mandatory components in today's business. As the times progressed, the customer service model began to shift. If first hotline telephone number-based or SMS has become a mainstay, now other approaches such as social media are starting to be intensified.

In order to understand the trends in society regarding how they interact with customer service, DailySocial in collaboration with JakPat surveyed 1018 smartphone users regarding this topic. Of the total respondents, 79,15 percent of them have complained about a service or product through a customer service channel.

Regarding channels, more respondents admitted that they often complained via email. The rest use the telephone, messaging applications on the website, social media and services messenger.

Along with the trend of adoption of Artificial Intelligence (AI)-based intelligent systems, the development of -based services chatbot also began to be developed to handle customer service. People are now no stranger to the existence of chatbot for customer service systems. Of the total respondents, only 29,89 percent of customers claimed to have never been served by a -based system chatbot.

Meanwhile, of the total users of consumer-based services, chatbot, as many as 76.30 percent admitted that the complaints submitted were handled by the automation system. With the increasingly sophisticated model of developing and handling customer-based services, chatbot, the people themselves began to believe in this model. Quite challenging in the midst of thinking that is still "conventional", sometimes if it is not served by people it is considered less convincing.

Social media has become a channel for connecting customers, is that right?

According to the survey, of the total respondents who were asked about the use of social media as customer service, as many as 28,91 percent had made a complaint via social media and received a satisfied answer. As many as 30,58 percent claimed to have made a complaint via social media but did not get a satisfactory answer.

While the rest claimed to have never made a complaint through social media. This can conclude a simple pattern, that the current application of social media needs to be addressed again, due to the fact that it has not been able to achieve the true vision of a customer service. It could also be that social media is not an efficient place to manage the system.

In general, customer service is needed to help users or consumers in solving problems. In a survey that asked satisfaction with customer service, 57,24 percent of respondents said they were quite satisfied with the current system.

There is much more data that is revealed from the results of this survey related to smartphone users' responses to customer service. The full report can be downloaded for free in the results of the DailySocial report entitled "Digital Customer Service in Indonesia Survey 2017". Also visit the page Report to get more insight from various surveys about today's digital trends.