Dompet Dhuafa: Increasing Response Time on WhatsApp

Dompet Dhuafa is an Islamic philanthropic institution in Indonesia which manages public funds, such as zakat, infaq, alms, waqf, qurban and CSR funds. This institution, which also holds the official Ministry of Religion’s National LAZ permit, has experienced significant growth in various aspects since three years ago. This has resulted in a high quantity of messages from donors and donation recipients coming to the organization.

Not only is it committed to maintaining the trust of donors in managing funds, Dompet Dhuafa also wants to provide the best communication experience for its users, namely prospective donors, partners, and donation recipients.

Dompet Dhuafa: One of Indonesia’s Largest Zakat institutions

As one of the largest zakat institutions in Indonesia, Dompet Dhuafa continues to experience significant growth over the last 3 years. The number of donors have increases by 54.25% while the number of donation recipients has burgeoned to 2.51 million. Collections donated have also increased by 22.14% amounting to 397.24 billion. This growth is the result of Dompet Dhuafa’ consistency in carrying out its five main programs in education, healthcare, economic, social and humanitarian, da’wah and cultural sectors.

To date, Dompet Dhuafa is available in 34 provinces and 20 countries spanning across Hongkong, Korea, Jepang, USA, and Australia. Dompet Dhuafa has also participated in the fight against the Covid-19 pandemic due by establishing a Covid-19 Crisis Center located at Dompet Dhuafa’ Disaster Management Center (DMC).

Communication Services by Dompet Dhuafa

Dompet Dhuafa has enabled payments of donations, zakat, infaq, alms, and waqf to be done online through an immediate process. Apart from the ease of the donation process, Dompet Dhuafa also facilitates its communication processes for its users. Its communication service allows direct responses to various user questions, such as queries pertaining to confirmations of donation received.

Previously, Dompet Dhuafa implemented multiple communication channels, namely email, live chat, phone, and regular WhatsApp Business. The use of WhatsApp is the right choice for Dompet Dhuafa since it has the largest user base in Indonesia, making it convenient for users to contact Dompet Dhuafa.

With the growth of the total number of users and the increasing demand in communication services, Dompet Dhuafa realised that the access limitation on WhatsApp is often an obstacle for its internal team to be able to respond to messages quickly. Moreover, Domphet Dhuafa has to maintain two different WhatsApp Business accounts for different purposes: one for donation services while the other as a Covid-19 crisis center hotline service.

During specific periods, such as Eidul Fitri or other major festivals where donations and zakat activities tend to increase. As a result, it’s uncommon for Dompet Dhuafa to receive complaints from users due to taking a long time to receive a reply.

Furthermore, its current communication channels are not able to provide insights based on conversation history and are not equipped with analytical features to help Dompet Dhuafa to improve its communication services.

These problems then urged Dompet Dhuafa to look for a solution and they looked to Qiscus. With the combination of Qiscus Multichannel Chat and WhatsApp Business API, the combination of these solutions can overcome the access limitations on regular WhatsApp Business, bringing to the table more advanced features that will enhance the performance of Dompet Dhuafa’s communication services while also providing accurate and real-time insights.

Fast & Scalable Communication with Qiscus Multichannel Chat & WhatsApp Business API

The use of WhatsApp Business API and Qiscus Multichannel Chat have brought about positive impact on Dompet Dhuafa. After receiving complaints previously from donors because of the long response time, Dompet Dhuafa has currently succeeded to narrow the window of response time on WhatsApp since its agents can access WhatsApp simultaneously with WhatsApp Business API.

Furthermore, Qiscus Multichannel Chat allows Dompet Dhuafa to integrate all its communication channels onto the same dashboard. This is helpful for agents to respond to multiple incoming messages. Considering the large volumes of daily messages and two different WhatsApp lines that need to be managed, Dompet Dhuafa is able to combine all of its services on a single Qiscus Multichannel Chat platform, including its Live Chat as well.

The Auto-Reply and Template Messages features on Qiscus Multichannel Chat also allows Dompet Dhuafa to always be able to respond to queries and without having to repeat themselves over and over again. Dompet Dhuafa is also now able to receive various insights, such as agent performance and the number of incoming messages, which can be used for evaluation and improvement.

Read: ElsheSkin: Integrate Your Channels for Better Customer Experience

WhatsApp Business API and Qiscus Multichannel Chat: A Long-Term Business Investment

We can’t deny that the communication services provided by institutions or organizations are important factors in bridging individuals and services. As the number of users grows, institutions will encounter various obstacles and additional needs as like what was experienced by Dompet Dhuafa.

The implementation of the right communication channels and solutions will provide multiple positive impacts, both for the short-term and the long-term as shown above.

If your institution or organization is facing difficulties or problems communicating with your user or client base, please discuss with our team to find out the most relevant solutions for your institution.

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