What You Will Learn:
✅ How to overcome customer service bottlenecks with Qiscus Omnichannel
✅ How to improve Average Resolution Time by up to 97.6%
✅ How to maintain a CSAT score of 4.5/5 through regular surveys
About Bank Raya
Bank Raya is a digital bank and a subsidiary of Bank BRI. As part of BRI Group’s digital transformation strategy, Bank Raya has been entrusted to lead the way in digital innovation. The bank is tasked with reaching segments of the population that are not yet fully familiar with digital services, gradually educating and guiding them into a more modern and inclusive digital financial ecosystem.
As a digital bank, customer service remains a critical aspect. Initially, Bank Raya relied on a phone-based contact center managed by a single division-digital Operations. However, as the customer base grew and service needs became increasingly complex, this approach began to reveal its limitations.
The Digital Operations team realized that phone-based support was time-consuming and made it difficult to respond quickly and efficiently to customer requests. This situation prompted Bank Raya to search for a more effective solution that could handle a higher volume of conversations simultaneously.
Goals Bank Raya Aimed to Achieve
1. Overcoming the Limitations of a Phone-Based Contact Center
The Digital Operations Monitoring team, which oversees customer service at Bank Raya, identified that the phone-based contact center was a major obstacle in the service process. This model was time-consuming and limited the team’s ability to resolve cases efficiently.
To address this, Bank Raya began looking for a more scalable solution, one that would allow agents to handle multiple requests simultaneously and significantly reduce resolution time.
2. Reaching Customers Through Multiple Applications
Bank Raya recognized a shift in customer communication behavior toward digital platforms, particularly messaging apps like WhatsApp and mobile banking applications. Based on this insight, the bank set a goal to be more accessible to customers through the channels they use daily.
By offering services across multiple applications, Bank Raya aims to build more relevant, accessible, and user-friendly communication that aligns with the digital habits of today’s customers.
Solutions Implemented by Bank Raya
1. Expanding Presence Across Multiple Channels
After identifying Qiscus as the ideal solution, Bank Raya quickly implemented Qiscus Omnichannel Chat to integrate both the WhatsApp Business API and Qiscus’ live chat widget into their customer service ecosystem. WhatsApp became the primary channel for handling general customer inquiries, while the live chat feature-embedded directly within the Bank Raya mobile app-served as a dedicated communication channel for more in-depth banking product support.
This multi-channel approach enabled Bank Raya to deliver a connected, fast, and context-aware customer service experience.
2. Listening to Customers Through CSAT and Monthly WhatsApp Surveys
Every interaction is managed directly by live chat agents who follow established Standard Operating Procedures (SOPs), ensuring consistent service quality. For more complex issues, agents can escalate cases using an integrated ticketing system. Once a case is resolved, Bank Raya uses Qiscus’ Customer Satisfaction Score (CSAT) feature to collect both quantitative and qualitative customer feedback in real-time.
Additionally, customer satisfaction surveys are sent out regularly each month via WhatsApp broadcasts, designed as two-way conversational formats. These surveys are managed directly by the customer service team, fostering more open and responsive dialogue with customers.
Benefits Experienced by Bank Raya
Bank Raya’s transformation to a chat-based contact center has had a significant impact. Over time, the majority of customer interactions have shifted to digital channels. Today, 90% of customer inquiries are handled via WhatsApp and live chat, while phone calls have drastically decreased to just 10%.
This shift has not only improved service accessibility but also led to a substantial increase in interaction volume. To accommodate this growth, Bank Raya’s once-small customer service team has expanded into a full operational unit with 20 to 30 agents.
The digital transformation journey-powered by Qiscus, has delivered clear, measurable improvements in customer service performance:
1. Average First Response Time Reduced to 3 Minutes
With support from Qiscus, Bank Raya has reduced the average first response time to just 3 minutes and has consistently maintained this benchmark. Each inquiry is still handled directly by a live agent to ensure the quality of interaction remains high.
2. Average Resolution Time Reduced by 97.6%
Before adopting Qiscus, resolving a single case could take up to 8 hours. Now, thanks to auto-resolve features and improved agent productivity, the average resolution time has been reduced to just 11 minutes, achieving a 97.6% time efficiency gain.
3. Customer Satisfaction Score Remains Stable
Through regular CSAT surveys, Bank Raya has consistently maintained a customer satisfaction score of 4.5 out of 5. This demonstrates that service quality remains high even amid a surge in interaction volume.
What Bank Raya Says About Qiscus
“We had previously tried various messaging apps, but after seeing that 90% of our customers consistently preferred WhatsApp, we decided to focus on that platform. The WhatsApp Business API allows us to record all customer interactions, which can be accessed not only by the Digital Operations Monitoring team but also by other departments such as IT. Additionally, WhatsApp’s built-in verification feature has been incredibly helpful in our fraud prevention efforts.”
— Terihamka Malyan Ibrahim, Head of Digital Contact and Incident Management, Bank Raya
Achieve the Same Success with Qiscus!
Bank Raya has experienced a remarkable transformation in customer service through the implementation of Qiscus solutions. With the ability to efficiently manage customer interactions, boost satisfaction, and accelerate case resolution, Bank Raya is now able to serve its customers better and faster.
If you’re looking to experience the same positive impact for your business, Qiscus is here to help. Now with the power of Qiscus AI, we can empower your agents to work more productively while delivering exceptional customer experiences.
Contact us today and schedule a consultation to discover how Qiscus can help your business grow faster and more efficiently!
