Perkaya Skill Diri Jadi CS Super Lewat Startup

IDXchannel

Woowa CRM adalah Aplikasi Customer Relationship Management dalam bentuk extension Browser Chrome yang terintegrasi langsung dengan web.whatsapp Anda untuk mengeluarkan kekuatan super dalam handle customer yang belum ada di web.whatsapp official aslinya.

Transcript

00:00 Thank you, Mr. Mirsan, for watching CreateUp with me.

00:04 Wiki Adrian from Prisasemboda.

00:06 And of course, this time we will discuss about self-skill.

00:10 So, CS, super through start-up,

00:12 has been connected through video conference with Mr. Yuda Febrian,

00:15 the founder of WUWA CRM.

00:17 How are you, Mr. Yuda?

00:19 Hello, hello.

00:21 Good, good. Thank you.

00:22 Thank you for joining us.

00:24 Mr. Yuda, can you introduce a little bit about WUWA CRM?

00:28 Yes, WUWA CRM is basically,

00:30 we only have one mission,

00:32 which is we want customer service or business owner

00:35 to be able to handle all customer needs

00:38 without having to leave the chat page.

00:40 Because going back from the chat page

00:42 to the third party platform to handle the order

00:45 takes a lot of time and money.

00:47 So, actually, this uses the WhatsApp platform

00:51 to consult with the consumer,

00:54 but increasing the plugins, right?

00:57 That's right.

00:58 So, our concept is not to change their habits or habits every day

01:03 in transactions, in communicating with their customers,

01:08 still what they usually do,

01:10 but we enrich the features around it

01:12 which make them able to handle more customers

01:16 without having to add human resources.

01:19 Okay, okay.

01:20 How important is it, actually, in your opinion,

01:22 customer service in a business, Mr. Yuda?

01:27 Yes, in Asia, especially Indonesia,

01:29 it is very crucial.

01:32 You could say it's a belief.

01:35 It's very necessary for the customer

01:38 to talk first when making a transaction.

01:42 We can see it in our marketplace,

01:44 Tokopedia, Shopee, and others.

01:46 It's definitely heavy traffic in the chat,

01:51 in the chat from the shop.

01:53 While if we open Amazon,

01:55 there's no button at all to talk to the seller.

01:58 Because in the global market,

02:01 self-service is very dominant.

02:03 But in our market, we see there's a trust issue.

02:08 So, the trust of the consumer

02:10 with the historical, in the past,

02:12 when the internet entered Indonesia,

02:14 there were many scams, peacing, scams, etc.

02:17 That's what makes the customer feel

02:21 it's very necessary to talk to the seller first.

02:24 It's a human touch to start the transaction.

02:28 What solution is presented by WUA?

02:32 So, the problem we see is,

02:36 first, the customer is not at ease

02:39 if they haven't talked to the seller,

02:41 to the online seller.

02:42 Second, it's what makes the CS

02:45 so the response must be long.

02:46 Because it must handle the customer one by one.

02:51 And the solution is usually

02:54 a chatbot is offered.

02:57 Where the customer will be answered by the robot.

03:00 Which in Indonesia, from the cultural,

03:02 the customer's behavior,

03:04 is actually offended if given a robot.

03:06 Maybe not in all industries,

03:09 but in MSMEs or online businesses,

03:11 especially the solo-preneur,

03:14 where the customer wants to meet the seller directly,

03:17 the seller and the admin,

03:19 to make sure the trust from the store and the product,

03:23 the chatbot doesn't work.

03:25 So we see,

03:28 how can we make this customer service agent

03:31 become superhuman?

03:33 Become The Flash.

03:35 He can have a speed

03:37 that can't be done

03:39 only with the chat application.

03:41 In general.

03:43 So that's WUA.

03:45 So this is to facilitate the seller's own work,

03:48 who previously didn't have the skills

03:51 to handle the customer

03:53 through the CS division.

03:56 With WUA, anyone can be a customer service.

04:00 Can be handled directly without using AI.

04:03 Because usually, your findings,

04:05 actually by using chatbot or AI,

04:07 it may not be less human touch.

04:10 Right. So it maintains human touch,

04:13 but the human has super power.

04:16 He has a speed that exceeds

04:18 if he uses the platform.

04:20 Because in Indonesia, many people still like human touch.

04:23 How does it work from WUA?

04:25 We will discuss later.

04:27 We will be back in a moment.

04:30 Thank you for being with us again, Mr. Mirsa.

04:32 And still talking with the founder of WUA CRM,

04:35 there is Mr. Yuda Febrian.

04:37 What is the business model like,

04:39 Mr. Yuda, for WUA?

04:41 And how many users have you had?

04:43 As a software as a service,

04:46 we are subscription-based.

04:48 Monthly subscription,

04:50 per business license,

04:52 or a brand.

04:54 So he subscribes every month,

04:56 to be able to use the software.

04:58 So this is quite challenging in Indonesia,

05:01 educating users to subscribe,

05:03 using software,

05:05 the customer journey is quite long.

05:08 The number of users,

05:10 until now, is around 10,000+ users.

05:14 And 20% are from abroad.

05:17 The top 5 are Malaysia,

05:19 India, Brazil,

05:21 UAE.

05:23 So, the most users of WhatsApp in the world.

05:26 So, 20% of our users,

05:28 we are surprised,

05:30 20% are from abroad.

05:32 How long has WUA been operating?

05:34 It is effective.

05:36 We started in early 2019.

05:39 Oh, 2019, so you have been through the pandemic,

05:42 but seeing the users,

05:44 10,000+ users,

05:46 it means you are lucky,

05:48 you have recorded profit.

05:50 Yes, since we started,

05:53 I was not aware of the startup world,

05:57 funding, investment, etc.

05:59 So when we started,

06:01 we had a profit mindset.

06:04 Because running business as usual,

06:06 the orientation is profit.

06:08 Correct.

06:10 So far, what does it mean,

06:13 features, when talking about

06:15 the business, there are several packages,

06:19 which one is the most favored?

06:21 And what features are the most needed by businessmen?

06:25 For us, the most needed is

06:30 auto-save contact.

06:32 So, the seller behavior in Indonesia,

06:35 for example, he is on Instagram, social media,

06:37 then he advertises,

06:40 then a lot of traffic comes on his WhatsApp,

06:43 usually not all smartphones will be able to

06:49 handle a lot of inboxes,

06:51 so the phone is error.

06:53 There, we make every incoming message,

06:55 we auto-save to the database,

06:57 secure it first.

06:58 Because if there is a disturbance on their device,

07:00 they can follow up using another device.

07:02 Okay, in short, what technology is used?

07:05 And the future target for you?

07:07 Technology, like before,

07:10 we only use the original chat platform,

07:14 in the Chrome browser,

07:16 in the browser on the laptop or computer,

07:19 then we use the Chrome extension,

07:21 so we can add features around the chat application.

07:26 So, it's a browser,

07:29 that's the technology used.

07:31 And that was it, right?

07:33 The future target.

07:35 Yes, in the future, we want to be more serious,

07:38 we don't want the outside market.

07:40 If now the outside market comes,

07:42 full self-service, they check out themselves,

07:44 but we can't help them too specifically,

07:48 their purpose, their language,

07:50 and their country's culture.

07:52 We want to be more serious

07:54 to touch what's outside Indonesia.

07:56 Good luck for all the targets that Huawei has done.

08:00 Good luck for you, see you soon.

08:02 Amen, thank you.

08:04 Okay, we will...

08:06 Before we end the Power Breakfast this morning,

08:08 the news, at 9.28 AM,

08:10 THSG is still strong 0.41%

08:13 in the position of 7,230.

08:16 Actually, the same as the top gen S series,

08:19 among them are SHID, SRAJ,

08:22 CGAS, TPIA, Suri, King, Koka, and ASLI.

08:25 Meanwhile, the top losers of Pemirsa are GRPH,

08:28 34% down, GTRA, KF, M-SKY.

08:32 Pemirsa, then there is BSML, Acro, Bull,

08:35 ESTA, and some other sub-companies.

08:37 And Pemirsa, we have accompanied you for 90 minutes

08:45 in Power Breakfast.

08:46 Yes, hopefully today's discussion can be a reference

08:48 and source of information for you.

08:50 Stay updated on your information only on IDX channel,

08:52 your trustworthy and comprehensive investment reference.

08:54 I'm Wiki Adrian.

08:55 And I'm Pris, also known as Prisul.

08:57 See you later.

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