{"id":1818,"date":"2021-11-08T14:51:46","date_gmt":"2021-11-08T14:51:46","guid":{"rendered":"https:\/\/blogs.qiscus.com\/id\/?p=1818"},"modified":"2025-11-21T11:14:28","modified_gmt":"2025-11-21T04:14:28","slug":"pengertian-pentingnya-multichannel-chat-bagi-bisnis","status":"publish","type":"post","link":"https:\/\/www.qiscus.com\/id\/blog\/pengertian-pentingnya-multichannel-chat-bagi-bisnis\/","title":{"rendered":"Pengertian dan Pentingnya Multichannel Chat bagi Bisnis"},"content":{"rendered":"\n<p>Menjalankan bisnis akan lebih mudah jika Anda mampu meng-<em>handle <\/em>dan melayani pelanggan secara optimal. Pelanggan merupakan modal penting dalam keberlangsungan suatu bisnis, sehingga pelayanannnya pun harus diberikan sebaik mungkin. Dalam hal ini, Anda akan membutuhkan <em>multichannel chat<\/em>.<\/p>\n\n\n\n<p>Istilah ini mungkin belum terdengar familiar bagi kebanyakan orang. Meski begitu, fungsinya sangat besar untuk berkomunikasi dengan pelanggan. Oleh karena itu, artikel ini akan membahas tentang <em>multichannel chat <\/em>secara mendalam. Simak langsung, ya!<\/p>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_83 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Daftar Isi<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.qiscus.com\/id\/blog\/pengertian-pentingnya-multichannel-chat-bagi-bisnis\/#Apa_Itu_Multichannel_Chat\" >Apa Itu Multichannel Chat?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.qiscus.com\/id\/blog\/pengertian-pentingnya-multichannel-chat-bagi-bisnis\/#Value_Added_yang_Diberikan\" >Value Added yang Diberikan<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.qiscus.com\/id\/blog\/pengertian-pentingnya-multichannel-chat-bagi-bisnis\/#1_Sentralisasi_Berbagai_Channel\" >1. Sentralisasi Berbagai Channel<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.qiscus.com\/id\/blog\/pengertian-pentingnya-multichannel-chat-bagi-bisnis\/#2_Pembagian_Agen_dan_Performa\" >2. Pembagian Agen dan Performa<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.qiscus.com\/id\/blog\/pengertian-pentingnya-multichannel-chat-bagi-bisnis\/#3_Kolaborasi_Agen_dan_Chatbot\" >3. Kolaborasi Agen dan Chatbot<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.qiscus.com\/id\/blog\/pengertian-pentingnya-multichannel-chat-bagi-bisnis\/#4_Integrasi_ke_Berbagai_Sistem_Lainnya\" >4. Integrasi ke Berbagai Sistem Lainnya<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.qiscus.com\/id\/blog\/pengertian-pentingnya-multichannel-chat-bagi-bisnis\/#5_Analitik_Akurat_dan_Real-time\" >5. Analitik Akurat dan Real-time<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.qiscus.com\/id\/blog\/pengertian-pentingnya-multichannel-chat-bagi-bisnis\/#6_Akses_di_Mana_Saja_dan_Kapan_Saja\" >6. Akses di Mana Saja dan Kapan Saja<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.qiscus.com\/id\/blog\/pengertian-pentingnya-multichannel-chat-bagi-bisnis\/#Cara_Mengukur_Customer_Experience_di_Setiap_Channel\" >Cara Mengukur Customer Experience di Setiap Channel<\/a><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/www.qiscus.com\/id\/blog\/pengertian-pentingnya-multichannel-chat-bagi-bisnis\/#Cara_Mengukur_CSAT\" >Cara Mengukur CSAT<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/www.qiscus.com\/id\/blog\/pengertian-pentingnya-multichannel-chat-bagi-bisnis\/#Skor_CSAT_total_respon_positif_total_respon_x_100\" >Skor CSAT = total respon positif : total respon x 100%<\/a><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Apa_Itu_Multichannel_Chat\"><\/span>Apa Itu Multichannel Chat?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><em>Multichannel chat <\/em>adalah sebuah platform yang memberikan solusi terhadap <em>customer service chat<\/em> dengan sentralisasi berbagai jenis saluran komunikasi ke dalam satu <em>dashboard<\/em> secara mudah dan ringkas. Tentunya hal ini akan sangat memudahkan Anda yang sudah memiliki perusahaan besar dan pelanggan banyak.<\/p>\n\n\n\n<p>Menangani banyak pelanggan dapat membuat <em>customer service<\/em> kewalahan menanganinya. Akibatnya, akan banyak pelanggan yang tidak mendapatkan pelayanan secara optimal dan bisa beralih pada kompetitor. Namun jika Anda menggunakan multichannel, banyaknya pelanggan tetap dapat tertangani dengan baik berkat fitur-fitur yang dimilikinya.<\/p>\n\n\n\n<p>Fitur-fitur tersebut adalah sebagai berikut:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Agent performance:<\/strong> fitur yang memungkinkan Anda untuk mengetahui agen mana yang memiliki performa paling bagus dan paling buruk.<\/li>\n\n\n\n<li><strong>Filter:<\/strong> digunakan untuk menyeleksi pesan yang berasal dari saluran tertentu.<\/li>\n\n\n\n<li><strong>Manajemen agen: <\/strong>untuk mendistribusikan agen dalam menangani pesan masuk sekaligus melihat kinerja agen.<\/li>\n\n\n\n<li><strong>Integrasi chatbot:<\/strong> membantu melayani pelanggan secara otomatis.<\/li>\n\n\n\n<li><strong>Set availibility agent: <\/strong>mengaktifkan dan menonaktifkan agen.<\/li>\n\n\n\n<li><strong>Search: <\/strong>memudahkan agen dalam mencari nama room.<\/li>\n\n\n\n<li><strong>Filter:<\/strong> memudahkan agen menyaring percakapan berdasarkan <em>channel<\/em> atau <em>bot<\/em>.<\/li>\n\n\n\n<li><strong>Chat:<\/strong> untuk agen membalas pesan pelanggan dari berbagai macam <em>channel<\/em>.<\/li>\n\n\n\n<li><strong>Assign to other agent:<\/strong> memberikan tugas ke agen lain, baik yang sedang <em>online<\/em> maupun <em>offline<\/em>.<\/li>\n\n\n\n<li><strong>Chat & customer information: <\/strong>digunakan untuk melihat informasi terkait percakapan dan pelanggan.<\/li>\n\n\n\n<li><strong>Analytics: <\/strong>berfungsi untuk menampilkan analytic seperti performa agen dan chat.<\/li>\n\n\n\n<li><strong>Account management:<\/strong> berfungsi untuk melihat informasi akun secara detail agar dapat dikelola.<\/li>\n\n\n\n<li><strong>Connect to mobile: <\/strong>berperan untuk menyambungkan aplikasi Multichannel CS Chat menggunakan aplikasi mobile.<\/li>\n\n\n\n<li><strong>Template pesan:<\/strong> dapat digunakan agen untuk membuat pesan secara <em>template<\/em> berupa sapaan atau jawaban atas pertanyaan yang sering diajukan pelanggan.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Value_Added_yang_Diberikan\"><\/span>Value Added yang Diberikan<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Menggunakan multichannel ini, Anda akan mendapatkan berbagai <em>value added<\/em> yang akan memudahkan Anda berkomunikasi dengan pelanggan sekaligus menjalankan bisnis Anda.<\/p>\n\n\n\n<p><em>Value added<\/em> tersebut antara lain:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1_Sentralisasi_Berbagai_Channel\"><\/span>1. Sentralisasi Berbagai Channel<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Platform ini akan memungkinkan Anda untuk menerima dan menangani ribuan pesan dari berbagai saluran komunikasi secara cepat dengan integrasi ke dalam satu dashboard.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2_Pembagian_Agen_dan_Performa\"><\/span>2. Pembagian Agen dan Performa<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Melalui multichannel chat, Anda dapat mengelola setiap pesan masuk dengan pengalihan otomatis pada semua agen yang tersedia.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_Kolaborasi_Agen_dan_Chatbot\"><\/span>3. Kolaborasi Agen dan Chatbot<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Menggunakan platform multichannel, Anda mampu meningkatkan layanan <em>customer support<\/em> dengan integrasi <a href=\"https:\/\/blogs.qiscus.com\/id\/2021\/06\/29\/chatbot-pengertian-dan-fungsinya-dalam-bidang-customer-service\/\">chatbot<\/a>. Chatbot akan menangani pesan yang mudah dan mengalihkan pesan kompleks ke agen secara otomatis.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4_Integrasi_ke_Berbagai_Sistem_Lainnya\"><\/span>4. Integrasi ke Berbagai Sistem Lainnya<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Platform ini akan memberikan Anda fungsi untuk menciptakan layanan <em>customer support<\/em> yang lebih unggul dengan integrasi ke berbagai sistem seperti CRM dan Chatbot.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"5_Analitik_Akurat_dan_Real-time\"><\/span>5. Analitik Akurat dan Real-time<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Anda akan mendapatkan berbagai metrik dari layanan <em>customer support<\/em> Anda dengan akurat, mudah, dan <em>real-time.<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"6_Akses_di_Mana_Saja_dan_Kapan_Saja\"><\/span>6. Akses di Mana Saja dan Kapan Saja<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Anda dapat mengakses akun di mana saja dan kapan saja melalui aplikasi Mobile sehingga dapat memberikan respon cepat pada pelanggan.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Cara_Mengukur_Customer_Experience_di_Setiap_Channel\"><\/span>Cara Mengukur Customer Experience di Setiap Channel<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"512\" height=\"341\" src=\"https:\/\/blogs.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2021\/11\/mengukur-cust-ex.jpg\" alt=\"\" class=\"wp-image-1831\" style=\"width:708px;height:472px\" srcset=\"https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2021\/11\/mengukur-cust-ex.jpg 512w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2021\/11\/mengukur-cust-ex-300x200.jpg 300w, https:\/\/www.qiscus.com\/id\/wp-content\/uploads\/sites\/2\/2021\/11\/mengukur-cust-ex-380x253.jpg 380w\" sizes=\"auto, (max-width: 512px) 100vw, 512px\" \/><figcaption class=\"wp-element-caption\">Freepik<\/figcaption><\/figure>\n\n\n\n<p><em>Customer experience<\/em> adalah suatu strategi perusahaan untuk mengelola pelanggan terhadap pengalamannya melalui produk yang dimiliki perusahaan tersebut. <em>Customer experience<\/em> mampu mempengaruhi besarnya kemungkinan pelanggan akan menjadi pelanggan setia atau merekomendasikan bisnis Anda pada orang lain. Untuk mengukur pengalaman pelanggan ini, Anda bisa menggunakan <a href=\"https:\/\/blogs.qiscus.com\/id\/2021\/11\/02\/csat-pengukurannya-dan-tolok-ukur\/\">CSAT<\/a> (<em>Customer Satisfaction Score<\/em>).<\/p>\n\n\n\n<p>CSAT adalah ukuran yang dipakai untuk mengukur seberapa tingkat kepuasan pelanggan terhadap produk, pelayanan, serta <em>customer experience<\/em> dengan suatu perusahaan. Penggunaan CSAT pada bisnis adalah untuk menetapkan tingkat kepuasan pelanggan terhadap interaksi tertentu, seperti selama proses pembayaran, melayani chat dari pelanggan, atau saat pembelian.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Cara_Mengukur_CSAT\"><\/span><strong>Cara Mengukur CSAT<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4>\n\n\n\n<p>Untuk bisa mengukur CSAT, terdapat skala survey berupa skor numerik 1-3, 1-5, dan 1-10. Skor tersebut diperoleh dengan memberikan pertanyaan sederhana pada pelanggan, kemudian mereka menjawab sesuai dengan yang mereka rasakan terhadap bisnis Anda. Berikut rumus skor CSAT yang bisa Anda gunakan:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Skor_CSAT_total_respon_positif_total_respon_x_100\"><\/span><strong>Skor CSAT = total respon positif : total respon x 100%<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4>\n\n\n\n<p>Contoh:<\/p>\n\n\n\n<p>Anda menerima 20 total respon dan 10 diantaranya berupa respon positif. Maka, skor CSAT nya adalah:<\/p>\n\n\n\n<p>Skot CSAT = 10 : 20 x 100%<\/p>\n\n\n\n<p>\u00a0 \u00a0 \u00a0 \u00a0            = 50%<\/p>\n\n\n\n<p>Dari skor tersebut, artinya hanya setengah pelanggan merasa puas telah berbelanja di perusahaan Anda dan setengahnya lagi menunjukkan bahwa masih ada banyak hal yang perlu Anda perbaiki di dalam bisnis Anda.<\/p>\n\n\n\n<p>Berdasarkan penjelasan di atas, dapat diambil kesimpulan bahwa penggunaan multichannel chat akan sangat membantu Anda untuk menjalankan bisnis secara lebih mudah. Tidak sekedar mudah dalam melayani pelanggan, tapi fitur-fitur yang dimilikinya juga akan membantu Anda untuk mengerjakan berbagai aktivitas bisnis lainnya.<\/p>\n\n\n\n<p>Untuk menggunakan <a href=\"https:\/\/www.qiscus.com\/id\/omnichannel-chat\">Omnichannel Chat App<\/a>, Anda bisa mendapatkannya melalui Qiscus. Jika Anda memiliki pertanyaan lebih lanjut terkait multichannel maupun produk Qiscus lainnya, bisa langsung menghubungi kami <a href=\"https:\/\/www.qiscus.com\/contact\">di sini<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"Menjalankan bisnis akan lebih mudah jika Anda mampu meng-handle dan melayani pelanggan secara optimal. Pelanggan merupakan modal penting&hellip;\n","protected":false},"author":27,"featured_media":1828,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[3],"tags":[619,4],"class_list":{"0":"post-1818","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-insight","8":"tag-multichannel","9":"tag-multichannel-chat"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Pengertian dan Pentingnya Multichannel Chat bagi Bisnis<\/title>\n<meta name=\"description\" content=\"Kerepotan menangani banyaknya pesan dari pelanggan? Anda bisa mencoba menggunakan multichannel chat. 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