Introducing Accordia Global to Indonesia via Dex Connex by MDEC
7th May 2024: Grand Hyatt Jakarta, Indonesia. A fruitful two-day event organized by MDEC on 7th to 8th MAy 2024. Championed by Gateway, Amplify, Invest and Nurture (GAIN) program under the steering of MDEC since 2018, it has proven great success in connecting 70 Malaysian companies to the local Indonesia ecosystem of channel partners, government agencies, Venture Capital (VC), associations, and corporates. Looking to see to fruition, the creation of RM250 million in digital export opportunities source: TheSun.
Back in April 2024, tech giant Apple CEO Tim Cook committed to an investment of USD 74 million, followed by Microsoft CEO Satya Nadella with an investment of USD 1.7 billion sparked the embers for technological needs of different aspects in Indonesia.
Zooming in, what better timing under the delegation of Tech – Ecosystems Partners, Accordia Global caught the opportunity to introduce our forte as a forefront CX Solution for Indonesia’s B2B markets such as BPO, CX Support, SMEs and not forgetting MSMEs.
A recent survey conducted by Surveysensum on Indonesia’s CX landscape from 180+ CX experts across various industries from BFSI, automobile, Telecommunication, SaaS, Retail, Transport, and event healthcare industries. Customer Service support technology, fueled by the demand for CX Support as per the below chart:
According to the survey, one of the key challenges is Tech capabilities. Which still has vast room for growth.
“Hence, to improve the state of CX in Indonesia, businesses need to invest in relevant and dedicated tools to measure and analyze their CX performance. Right now 63% of businesses donโt have integration across tools and platforms and 55% lack a consolidated view of customer data. 69% of businesses lack an AI-based system and 43% lack an advanced CX system. By SurveySensum.”
ACCORDIA GLOBAL CAN HELP NAVIGATE YOUR CX-TECH JOURNEY SEAMLESSLY
This is where Accordia Global can fill in the gap for Indonesiaโs tech landscape particularly in the CX-Tech-Landscape. With over 10 years of experience, we have powered, supported, and provided cutting-edge CX support technologies to our partners.
1. Understanding Omnichannel
In todayโs digital era, omnichannel communication in contact centers is a necessity rather than an option. Customers interact with brands through various channels, and a seamless, personalized experience is crucial. Imagine a customer calling in, and the system, aware of all past interactions, route the call efficiently, ensuring a smooth experience.
Collaborate with a tech partner that provides a unified experience to avoid the hassle of managing multiple vendors. Accordia Global excels in building omnichannel-first workspaces, offering a comprehensive experience across Voice, Chat, Desk, and Social platforms, all within a single solution.
2. The Importance of Bots
If your customer support doesnโt include chatbots or the WhatsApp Business API, 2024 is the year to start. These tools have proven their value, especially this year. While many customers, prefer speaking to live agents, chatbots are excellent for initiating conversations. They set a consistent brand tone during initial greetings, crucial for building brand image. Exceptional chatbot service can lead to a snowball effect, enhancing customer satisfaction and generating positive word-of-mouth.
Utilize Accordiaโs ACE- AI-powered Chatbots and WhatsApp API bots for a balanced approach. The best solutions combine chatbots with live chat options, ensuring a smooth transition with the help of generative AI-powered bots.
3. Benefits to Sales & Marketing: From 360 Omnichannel to Big Data
Big Data is revolutionizing customer service by integrating systems for a 360-degree customer view, enabling cross-channel engagement and real-time personalization. Contact centers use Big Data to monitor and enhance agent performance, drawing insights from transactions, financial records, surveys, call logs, and more. This data-driven approach not only improves customer experience but also enhances efficiency, reduces costs, and boosts sales through pre-sales queries, post-sales services, and cross-selling.
Accordiaโs contact center solutions seamlessly integrate with leading CRM providers like Zoho Desk, Freshworks, Zendesk, and Salesforce, enhancing your sales and marketing strategies.
4. Expanding with the Cloud
Many businesses are just beginning to explore the benefits of cloud technology. It ensures business continuity, especially during unexpected events like lockdowns. The cloud enables quick deployment and integration with third-party systems, allowing agents to work remotely with ease. It also offers crucial scalability, letting you adjust your operations at your own pace.
Cloud deployment lays a strong foundation for integrating Big Data into contact centers, ensuring every interaction is monitored and compliant. Proven by news of tech-giant investments from Apple and Microsoft.
Accordia offers both cloud and on-premise solutions, catering to your specific business needs at any given time.
5. The Importance of a Reliable Business Partner
Choosing a reliable business partner is crucial for success. They share responsibilities, risks, and rewards, bringing valuable skills and resources. When selecting a tech business partner, consider compatibility, trust, communication, vision, and values. Ensure they have a proven track record and align with your passion, goals, and ethics. With partnerships introduced by MDEC such as Indonesia DEX Connex, our future Indonesian partners can be rest assured of the commitment and transparency in conducting business.
Elevate Your Business with Accordia Global
Ready to transform your contact center, SME, or B2B solutions with cutting-edge omnichannel CX solutions? Join the many businesses thriving with Accordia Globalโs comprehensive, unified platform. Whether you need an advanced voice, chat, desk, or social media support, we have the expertise to make it seamless and efficient.
Don’t miss out on the opportunity to enhance customer experiences, improve operational efficiency, and drive sales. Subscribe to Accordia Global services today and stay ahead of the competition.
๐ก Take the Next Step: Empower your business with Accordia Global โ where innovation meets excellence. Subscribe now!
