Kasoem Group, a healthcare company specializing in vision and hearing services, successfully leveraged Qiscus to achieve the following outcomes:
- Increased customer satisfaction to 96%
- Improved agent response speed by up to 92%
- Boosted sales from retention programs by up to 30%
- Enhanced the overall quality of customer support
About Kasoem Group
Founded in 1939, Kasoem Group has grown into a company focused on healthcare services. In 1970, it was recognized by the Indonesian government as the first pioneer in optical services in the country.
Guided by its core values H.E.L.P (Harmony, Excellence in Science, Loyalty, and Professional Integrity). Kasoem Group continues to evolve as a leading provider of vision and hearing healthcare services.
Using Qiscus: The Right Solution for Customer Service
Kasoem Group faced several challenges in adapting to shifting customer behavior and intensifying competition in the digital era. One of the main obstacles was managing the growing number of digital service channels. Additionally, difficulties in measuring service quality and analyzing data reports posed further barriers to enhancing their service effectiveness.
The company also experienced a surge in customer interactions involving simple, repetitive inquiries or Frequently Asked Questions (FAQs). While these questions were relatively easy to answer, their high volume became a burden for the customer service team.
Moreover, delivering information or promotional campaigns to a large customer base proved to be complex and time-consuming. This highlighted the need for a solution that would enable Kasoem Group to communicate efficiently and effectively with their customers.
Having previously relied on a different provider, Kasoem Group ultimately turned to Qiscus to optimize their digital customer service operations.
Improving Efficiency through Automation
Kasoem Group had already embraced the concept of omnichannel communication, and Qiscus proved to be the right solution to bring that vision to life. Qiscus enables Kasoem Group to deliver outstanding digital customer service and retention. Through Qiscus Omnichannel, the company can manage customer interactions seamlessly across various communication channels such as WhatsApp and social media.
The analytics feature provided by Qiscus Omnichannel offers valuable insights to improve customer service performance. With a single dashboard, Kasoem Group can monitor the performance of each agent in real time. Additionally, with Qiscus Robolabs, the company implemented a chatbot service capable of automatically handling simple, repetitive inquiries, allowing for faster response times.
The WhatsApp Business API Broadcast feature also empowers Kasoem Group to efficiently send information, campaigns, and engage with large audiences, increasing outreach and communication effectiveness.
Qiscus has helped Kasoem Group significantly improve the operational efficiency of their customer service team, better meet customer needs, and stay competitive in the ever-evolving digital landscape. It has become a key enabler of their success, helping deliver an exceptional customer experience and reinforcing their position in the competitive healthcare industry.
Kasoem Group: Achieving the Desired Results
After nearly a year of using Qiscus, Kasoem Group has recorded significant improvements, most notably in customer satisfaction scores, agent response speed, and a remarkable threefold increase in sales between Q4 2022 and Q1 2023.
With a customer satisfaction rate reaching 96%, Kasoem Group has demonstrated its commitment to delivering on its core values: H.E.L.P (Harmony, Excellence in Science, Loyalty, and Professional Integrity).
Implementing Qiscus as their digital customer service solution has had a clear positive impact on customer experience. More efficient and responsive customer service interactions, supported by an intelligent chatbot, have accelerated response times and enhanced operational efficiency. This, in turn, has directly contributed to increased sales-validating Kasoem Group’s strategy to optimize their customer service operations.
These achievements reflect the ongoing commitment of Kasoem Group and Qiscus to delivering exceptional customer experiences and continuously improving service quality in support of sustainable business growth.
Why Qiscus?
Based on an interview conducted by the Qiscus team with Ichlas Damar, Team Leader of Customer Care, and Yanuar Rezqi, Head of the Customer Experience Unit, Kasoem Group chose Qiscus because of its highly flexible and customizable solutions that could be tailored to meet their specific needs.
Additionally, Kasoem Group expressed their appreciation for the exceptional support provided by the Qiscus team in helping them achieve their goals.
Transform Your Business Today!
Kasoem Group is just one of many clients who have experienced a significant boost in both customer satisfaction and sales. These impactful improvements are only possible when a business delivers exceptional customer service.
Is your business ready to transform like Kasoem Group? Contact us today!
