Case Study: Tokopedia achieves 30% fewer repeat contacts and 10% higher CSAT with Genesys Cloud CX

Winning the hearts of customers and sellers across thousands of islands

Tokopedia, one of Indonesia’s largest e‑commerce platforms serving millions of customers and over 11 million merchants, faced scaling and reliability limits from its legacy on‑premises systems. The company needed to maintain best‑in‑class customer experience across a vast, fragmented market, enable remote work, reduce high average handle times, and eliminate service downtime—challenges that became urgent during the COVID‑19 pandemic.

By migrating to Genesys Cloud CX, Tokopedia gained scalable, flexible and reliable omnichannel communications that enabled over 1,000 agents to work from home in a week and supported greater automation and composability. The move delivered measurable improvements: a 30% reduction in repeat contacts, a 10% rise in CSAT, a 50% increase in responses within SLA, reduced AHT, higher self‑service adoption, and significantly improved agent productivity.

Tokopedia

Rudy Dalimunthe

Senior Vice President of Customer Excellence