How does SeaBank Indonesia Optimize its Customer Service?

SeaBank Indonesia, formerly known as Bank BKE, is a public bank in Indonesia. With a mission to provide excellent and responsive customer service, SeaBank Indonesia uses one of Qiscus’ solutions, which is the Qiscus Omnichannel Chat.

About SeaBank Indonesia

SeaBank Indonesia is a company focused on the banking sector. SeaBank Indonesia has been around in Indonesia since 1991 and is also known as Bank Kesejahteraan Ekonomi (Bank BKE). Over time, Bank BKE officially rebranded itself to become PT. Bank SeaBank Indonesia in 2021, also launching its very first digital banking service at the same time.

SeaBank Indonesia is part of the Sea Group, which is a holding company for an e-commerce site (Shopee) and game publisher (Garena). Presently, SeaBank Indonesia has amassed a significant portion of the Indonesian market in the banking industry.

With the growing popularity of SeaBank Indonesia, there has been an increment in the number of prospective and new customers. Naturally, a high volume of customers will also mean an increase in customer interactions and communications with SeaBank Indonesia. Many queries include the usual queries or feedback about the products or services by SeaBank Indonesia. In response to this, SeaBank Indonesia is aware that they have to improvise its customer service processes to meet the needs of customers.

SeaBank Indonesia’s Customer Service

To keep in touch with its audience, SeaBank Indonesia is present on various channels to remain accessible by their customers. For instance, SeaBank is available on WhatsApp, Instagram, Facebook, Youtube, Twitter, and even Tiktok. Additionally, SeaBank Indonesia also invest its efforts into managing various messages or reviews coming from digital application stores such as the Google Play Store and Apple App Store.

Through all these channels, SeaBank Indonesia has always tried its best to respond quickly to enquiries, whether in the form of chats, direct messages, comments, or reviews. All of these inquiries areusually managed by about 20 customer service agents 24/7.

Despite that, SeaBank Indonesia always evaluates to continue improving its current strategies to optimize its customer service SOPs. SeaBank then turned to Qiscus’ omnichannel dashboard to maximize its customer service activities.

Implementing Qiscus Omnichannel Chat in SeaBank Indonesia

Even with a 20-people customer service team, SeaBank Indonesia found it challenging to manage inquiries from various channels without a centralized dashboard. Checking inquiries manually on various channels required agents to switch from one channel to another, which was cumbersome, timely and inefficient. Therefore, SeaBank Indonesia decided to turn to Qiscus Omnichannel Chat to overcome this.

With the Qiscus Omnichannel Chat, SeaBank Indonesia is now able to centralize all its channels, including WhatsApp, Instagram and Facebook, into a single dashboard. This means that SeaBank Indonesia’s customer service agents are now able to access three different channels through the same dashboard without having to access each platform directly.

Through Qiscus’ omnichannel dashboard, SeaBank Indonesia is also able to integrate chat not just from WhatsApp, Instagram, and Facebook, but even to Instagram comments on its account, too. This seamless integration allows SeaBank Indonesia to respond quickly to any comments or feedbacks on its official Instagram account. Previously, SeaBank Indonesia could only respond to Instagram’s comments one by one and only on through the Instagram application.

With a centralized dashboard, distribution of messages to agents can now be automated and allocation done instantly with the Agent Allocation feature. This feature also minimizes double responses to the same inquiry. Also, the Analytics feature on Qiscus Omnichannel Chat allows SeaBank Indonesia to measure and assess its agents’ performances which will make review and evaluation processes more measurable with accurate and real-time insights.

“We have seen that Qiscus Omnichannel Chat is very effective in building and increasing our engagement, both with customers and prospective customers. Besides, we also receive accurate insights, such as response times and agent performances, with the Analytics feature. Of course, this is very beneficial to us, especially in helping us determine the right KPI for every agent.”

Drisa Hajar, CCS Team Leader di SeaBank Indonesia

From the comparison table, you can see the previous state of SeaBank Indonesia’s customer service challenges and the changes that have come about after the bank implemented the Qiscus Omnichannel Chat:


Access to WhatsApp, Instagram, and Facebook

Manually access through main platform only

Access available to all channels through just one dashboard

Respond to Instagram comments

Reply manually through Instagram application only

Reply is automatic and instant, comments are measurable

Double response to the same enquiry

Happened often due to uneven distribution of enquiries to agents

Enquiries are distributed evenly and automatically to available agents

Customer service response time

Cannot be measured hence since there is no accurate and proper data

Response time has improved and is now measurable with accurate and real-time data available

Agent performance and evaluation
Difficult to measure with no accurate data
Easily assessed based on accurate and real-time insights available

Engagement with customers and prospective customers

Manually done through every platform

Doneeasily through one single dashboard and supported by many helpful features

Optimize your Customer Service with Qiscus Omnichannel Chat

The implementation of Qiscus Omnichannel Chat into SeaBank Indonesia’ customer service has left the bank with a positive impact. This impact is not only applicable in SeaBank Indonesia but also to various other companies across many industries. If you want to know how Qiscus can help optimize your customer service department, contact our team by clicking on this link for a no-obligation consultation.

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