DailySocial Report: Digital Customer Service Survey 2017

Customer Service ("Customer Service") in Indonesia is an interesting thing to study, partly because of the assumption that the quality of customer service is not too concerned about by Indonesian consumers. There is also an interesting question about using "Artificial Intelligence" (AI) controlled "chatbots" to help manage customer service networks. This survey was carried out by DailySocial.id in collaboration with JakPat Mobile Survey on 1018 respondents who were sampled from smartphone users from all over Indonesia.

Some of the survey findings include:

• 79.15% of respondents stated that they had submitted an objection (complaint) to the service provider.
• 37.36% of respondents prefer to submit complaints via email; email was the favorite communication channel in this survey.
• 76.30% of respondents objected to knowing that their complaints were handled by a chatbot

For the full report, download the report "Digital Customer Service Survey 2017" from DailySocial.id.