Case Study: Harian Kompas boosts customer service efficiency by 67% with Mekari Qontak

KOMPAS boosts customer service productivity by 67% with Qontak.com

PT Kompas Media Nusantara (Harian Kompas), a major Indonesian media company, faced challenges in efficiently handling high volumes of customer inquiries across various channels. Their customer service team experienced delays, especially during peak hours, due to system limitations and a reliance on regular WhatsApp. To address this, they partnered with vendor Qontak.com and implemented its Mekari Qontak Service Suites.

The solution from Qontak.com provided an integrated omnichannel platform featuring AI-powered chatbots, performance monitoring, and a knowledge base. This implementation resulted in a 67% increase in the customer solution team's productivity. Most significantly, the average response time to customer inquiries was cut to under 10 minutes, a substantial improvement from their previous performance.

KOMPAS