Photo caption: IndiHome won three prestigious awards in customer service in the international Stevie Award 2022.

Jakarta, 15 May 2022 – TelkomGroup focused on creating the best customer experience in presenting its various products and services. In fixed business broadband, Telkom through its subsidiary brand IndiHome, continues to improvise and innovate in ensuring that it can well-maintain the customers' comfort and good experience in enjoying its services. IndiHome's commitment finally yielded good results. IndiHome won in April three prestigious international awards in customer service, the 2022 Stevie Awards. IndiHome won the Stevie Award for Customer Service Department of the Year in Telecommunication category, Stevie Award for Customer Service Team of the Year - Recovery Situation in Technology Industries category, and Crystal People's Choice Stevie Award for Favorite Customer Service - Telecommunication.

Telkom Consumer Service Director Venusiana expressed her gratitude to the award organizers for their  appreciation and trust, and to the 32 thousand people who voted for IndiHome. "This appreciation will be a significant motivation for Telkom, especially IndiHome, to continue to provide the best service for customers. We will continue to provide the best service for our customers. We are always on standby 24 hours non-stop to provide solutions for our customers," Venusiana said.

According to Venusiana, optimizing digital customer services has long been the company's focus. It is in line with technological advances and the current massive digitalization, which makes it easier for people to carry out their activities. Ease of access to information and communication thanks to technological advances makes it easier for people to carry out their activities, including on customer service matters. 

Acceleration of digital transformation is necessary at a time when the world is hit by the Covid-19 pandemic. The pandemic has changed consumer behavior and accelerated digital adoption. Customers expect a high quality service and responsive customer service. To that end, IndiHome seeks to accelerate the digital transformation for its customer services so that the company can maintain an effective service. 

"Pandemic-induced limitations do not hinder us in serving customers. By optimizing the role of the social media platform @IndiHomeCare and 147 call center, as well as mobile applications myIndiHome, we strive to provide the best solutions for customers," Venusiana said. IndiHome applies the WOW Customer Experience measurement to provide the best customer service by developing a coordinated and solid digital ecosystem. This system systematically and scalably develops these innovations during the pandemic to provide the best customer experience for customers anytime and anywhere.

In addition, IndiHome also launched expansion and intensification of services through social media, integrated omnichannel, and time monitoring agent so that it has a more efficient customer service. Through the 147 call center, the company is also implementing smart IVR by using bots as surrogate agents. They serve as a tool to inform mass disruption, isolation, segmentation of fair use policy services, and to update complaint progress.

“We are thriving like this thanks to our customers. Therefore, we will always improve our services for the sake of our customers. We will serve all public complaints properly and guarantee that we will resolve incoming complaints. It is very crucial for us to perform and serve in order to become the leading service for windows of entertainment for the people of Indonesia," Venusiana said.

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