Jakarta. Tokopedia, an Indonesian technology company part of the GoTo Group, recently took home two trophies at the recent 2023 Indonesia Customer Experience Awards or ICXA.

Hosted by SWA and Business Digest, the 2023 ICXA recognizes brands that have successfully delivered a great customer experience. Tokopedia won the Champion award, as well as an award with an Excellent title in the marketplace category. Winning the 2023 ICXA awards is the customer excellence department of Tokopedia Care, the customer support team of the e-commerce platform. 

Tokopedia attributed its ICXA victory to the innovations that its customer support team has delivered, among others, the use of artificial intelligence (AI) and product automation to help address customers’ transaction issues. Product automation encompasses smart help center pages, self-service modules, and chatbots that enable users to solve their issues quickly and on their own.

There is also service-based complaint management in which the system will link the users to admins that are skilled in dealing with the problems encountered. Tokopedia Care also personalizes its customer journey to bring more added value to the users.

Other innovations include proactive services to keep the users —both buyers and sellers— safe and comfortable when using Tokopedia.

“We listen to every suggestion submitted by our users and take proactive steps to prevent any problems that can put users at a disadvantage,” Rudy Dalimunthe, Senior Vice President of Sales, Operation and Product Tokopedia said.

The e-commerce platform also asks its users and buyers to proactively create a safe and comfortable ecosystem by reporting any product violations. 

Last but not least is “building a collaborative culture”, in which different teams, departments, as well as management work together to improve the customer experience. 

“With the above five [innovations], Tokopedia hopes to continue delivering optimum customer service, and bring benefit for the sellers and Indonesians as a whole,” Rudy said.

The 2023 ICXA judging process involved a survey with 5,000 respondents in six major cities, namely Medan, Jakarta, Bandung, Semarang, Surabaya, and Makassar. These respondents are customers of various product and service categories. The survey assessed the respondents’ experience towards the brands they had used based on cognitive, affective, behavioral, and social aspects. The respondents then took part in an in-person interview with a mobile survey app and structured questions.