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What do Customer Experience do in order to make sure their customers’ complains are heard and their needs met? And what would one do when communication itself becomes the issue of delivering these concerns? In this article taken from the latest #WorkWonders episode, Aina talks with Bintang Lestada, our Sr. Content Specialist about her role as Customer Experience Lead.
What do Customer Experience do in order to make sure their customers’ complains are heard and their needs met? And what would one do when communication itself becomes the issue of delivering these concerns?
In this article taken from the latest #WorkWonders episode, Aina talks with Bintang Lestada, our Sr. Content Specialist about her role as Customer Experience Lead and the importance of managing customer concerns with comprehensive training programs, specifically designed solutions, as well as multilingual support.
Read the excerpt* of our #WorkWonders conversation below.
*Edited for length and clarity.
Hi, how are you today?
As a Customer Experience Lead at Jiva, where I manage and maintain teams dedicated to resolving customer needs and concerns. So, I’ve been with Jiva for almost 4 years now. In terms of the things that I have worked on so far, one of the major projects I worked on was developing and documenting standard operating procedures (SOPs) for operational flows in South Sulawesi. At that time, we only had one branch there, so this experience was crucial in understanding our operations and identifying how we could better support and streamline the other team. I was also the person-in-charge in the Escalation team, as the role is to help our field team when they face issues related to Jiva’s services.
For example, we have digital products such as the applications used by our customers, like Sahabat Jiva, JivaPetani, or farmers, like our retailers. Usually their applications might have bugs or errors in the apps. When customers face any issues, our field team would help them escalate to us to solve any kind of problems. We also align [ourselves] with the PDG team as well.
Because the CX team has the escalation team, we have been making and updating SOPs related to the escalation flow where we divide who to handle application issues and who to handle the agronomy issues, stuff like that. We have streamlined the process on the escalation flow itself.
Yes, there’s definitely some interesting differences between them, but when it comes to farmers, our focus is really on addressing their unique needs related to agriculture & crop prices. On the agricultural side, this could be anything from helping with crop management and pest control to improve their crop health. The type of farmers [that we help] are more [into] straightforward and practical communication that gives them clearer solutions. No matter who our customers are, our goal is always to try to provide values and effective solutions. We really tailor our approach to fit the challenges & prioritize each type of customer, whether they are farmers or not.
Yes, the biggest issue is the connectivity itself. In many rural areas, internet access can be limited or unreliable and this can impact how well our digital solution works. Especially those that rely on real-time data such as the Jiva Petani app, we have a feature “Crop Prices” where farmers can see prices in their hands. But because the farmers are not too tech-savvy, they have trouble accessing it. Even when we try to communicate with them via WhatsApp, for example, because that’s the platform we use for our customer service, [the farmers] don’t really know how to use it. They prefer to call or be called by phone and then they can finally communicate with us directly.
We found cases where farmers share their smartphones with their families and/or relatives. Which is different from us, right? We live in cities where a household has their own smartphones; the dad, the mom, the kids, everybody got one. But in rural areas, the phone is shared with the rest of the household, and they don’t have any Android phones, which complicates things for us, since our services are Android apps. For example, one of the features in the app doesn’t work for the farmer and for the escalation team, they need to see the screenshots of the problem, right? But then the farmer would be like ‘Oh I’m sorry but my kids are using the phone right now so I can’t share it now.’ That’s why most people prefer phone calls and that can impact the SLA of our problem resolution.
SLA stands for Surface Level Agreement. For example, any escalation issues that we receive, there is a certain time allotted for the problems to be solved. Like for low priority cases that have been escalated, there are certain hours for us to solve it. But if there’s any issue that is more complex, we need more time to resolve it. And if the problem is unclear, the SLA will also be unclear.
In our role, we provide agronomy advice to farmers, which includes guidance on crop cultivation, seed and chemical recommendations, as well as assistance with germination issues. We also guide them to connect with our Sahabat Jiva in terms of seeking information related to crop prices and their intention to sending crop to Jiva
We collaborate closely with the Product Development Group (PDG) team and the Agronomy Team in terms of serving farmers. For instance, The PDG team helps address issues related to the Jiva Petani app, such as problems with crop price visibility. The Agronomy Team provides expert advice and helps us validate conditions in farmers’ fields, ensuring that the solutions we offer are effective.
On the agronomy side, seeds and chemicals depend on the area itself. So, for example, the chemicals on East Java might be different from the chemicals in South Sulawesi or Central Java because of the texture of their lands and the weathers. Because the agronomy team has field teams based on these areas, they know the landscape of these fields. Usually, we would be texting with them to make sure what kind of chemicals or what kind of seed would be convenient with the farmers for their own areas.
Moving forward, our role will continue to support other departments within Jiva. and we’re focused on enhancing our impact. This means working towards sustainability and measuring how our tech positively affects farmers’ productivity, income, and overall well-being.
I believe there are a few key areas to focus on. We have to implement comprehensive training programs that cater to various levels of digital literacy. This will help farmers become more confident and capable in using new technologies. Also, there needs to be more accessible designs in technology with intuitive and accessible interfaces, and provide multilingual support to accommodate Indonesia’s diverse linguistic landscape.
Thank you for this opportunity!
What do Customer Experience do in order to make sure their customers’ complains are heard and their needs met? And what would one do when communication itself becomes the issue of delivering these concerns? In this article taken from the latest #WorkWonders episode, Aina talks with Bintang Lestada, our Sr. Content Specialist about her role as Customer Experience Lead.
Being the Senior Service Designer, Karan Patel intends to discover how Jiva can deliver the best experiences for its users, be it from Jiva or other people. So many charts and journeys are created and innovated to serve the users. In this case, service blueprinting is the way to go. In this article taken from the latest #WorkWonders episode, Karan talks with Nea Ningtyas & Bintang Lestada, our Sr. Content Specialists about his experiences as Jiva’s Senior Service Designer in Indonesia and the process of his job.
As a Lead Product Manager, Nilesh Gaurav knows the in and out of Jiva’s platform. But sometimes you might be wondering, what does Jiva’s product actually do? And how does it work with users who live in rural areas? In this article taken from the latest #WorkWonders episode, Nilesh talks with Nea Ningtyas & Bintang Lestada, our Sr. Content Specialists about his role as Lead Product Manager and the challenges that he faced in his career in Jiva, be it socially or logistically.
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Fathia Ramadina has been in user research for years prior to joining Jiva - but there are things about rural users so distinct that uncovers rich layers of enlightening insights on doing research. In this blog post, she reflects on how she found that after doing many research projects and hundreds of interviews with Sahabat Jiva, a meaningful rural user research goes beyond techniques.
October 25, 2024
What do Customer Experience do in order to make sure their customers’ complains are heard and their needs met? And what would one do when communication itself becomes the issue of delivering these concerns?
In this article taken from the latest #WorkWonders episode, Aina talks with Bintang Lestada, our Sr. Content Specialist about her role as Customer Experience Lead and the importance of managing customer concerns with comprehensive training programs, specifically designed solutions, as well as multilingual support.
Read the excerpt* of our #WorkWonders conversation below.
*Edited for length and clarity.
Hi, how are you today?
As a Customer Experience Lead at Jiva, where I manage and maintain teams dedicated to resolving customer needs and concerns. So, I’ve been with Jiva for almost 4 years now. In terms of the things that I have worked on so far, one of the major projects I worked on was developing and documenting standard operating procedures (SOPs) for operational flows in South Sulawesi. At that time, we only had one branch there, so this experience was crucial in understanding our operations and identifying how we could better support and streamline the other team. I was also the person-in-charge in the Escalation team, as the role is to help our field team when they face issues related to Jiva’s services.
For example, we have digital products such as the applications used by our customers, like Sahabat Jiva, JivaPetani, or farmers, like our retailers. Usually their applications might have bugs or errors in the apps. When customers face any issues, our field team would help them escalate to us to solve any kind of problems. We also align [ourselves] with the PDG team as well.
Because the CX team has the escalation team, we have been making and updating SOPs related to the escalation flow where we divide who to handle application issues and who to handle the agronomy issues, stuff like that. We have streamlined the process on the escalation flow itself.
Yes, there’s definitely some interesting differences between them, but when it comes to farmers, our focus is really on addressing their unique needs related to agriculture & crop prices. On the agricultural side, this could be anything from helping with crop management and pest control to improve their crop health. The type of farmers [that we help] are more [into] straightforward and practical communication that gives them clearer solutions. No matter who our customers are, our goal is always to try to provide values and effective solutions. We really tailor our approach to fit the challenges & prioritize each type of customer, whether they are farmers or not.
Yes, the biggest issue is the connectivity itself. In many rural areas, internet access can be limited or unreliable and this can impact how well our digital solution works. Especially those that rely on real-time data such as the Jiva Petani app, we have a feature “Crop Prices” where farmers can see prices in their hands. But because the farmers are not too tech-savvy, they have trouble accessing it. Even when we try to communicate with them via WhatsApp, for example, because that’s the platform we use for our customer service, [the farmers] don’t really know how to use it. They prefer to call or be called by phone and then they can finally communicate with us directly.
We found cases where farmers share their smartphones with their families and/or relatives. Which is different from us, right? We live in cities where a household has their own smartphones; the dad, the mom, the kids, everybody got one. But in rural areas, the phone is shared with the rest of the household, and they don’t have any Android phones, which complicates things for us, since our services are Android apps. For example, one of the features in the app doesn’t work for the farmer and for the escalation team, they need to see the screenshots of the problem, right? But then the farmer would be like ‘Oh I’m sorry but my kids are using the phone right now so I can’t share it now.’ That’s why most people prefer phone calls and that can impact the SLA of our problem resolution.
SLA stands for Surface Level Agreement. For example, any escalation issues that we receive, there is a certain time allotted for the problems to be solved. Like for low priority cases that have been escalated, there are certain hours for us to solve it. But if there’s any issue that is more complex, we need more time to resolve it. And if the problem is unclear, the SLA will also be unclear.
In our role, we provide agronomy advice to farmers, which includes guidance on crop cultivation, seed and chemical recommendations, as well as assistance with germination issues. We also guide them to connect with our Sahabat Jiva in terms of seeking information related to crop prices and their intention to sending crop to Jiva
We collaborate closely with the Product Development Group (PDG) team and the Agronomy Team in terms of serving farmers. For instance, The PDG team helps address issues related to the Jiva Petani app, such as problems with crop price visibility. The Agronomy Team provides expert advice and helps us validate conditions in farmers’ fields, ensuring that the solutions we offer are effective.
On the agronomy side, seeds and chemicals depend on the area itself. So, for example, the chemicals on East Java might be different from the chemicals in South Sulawesi or Central Java because of the texture of their lands and the weathers. Because the agronomy team has field teams based on these areas, they know the landscape of these fields. Usually, we would be texting with them to make sure what kind of chemicals or what kind of seed would be convenient with the farmers for their own areas.
Moving forward, our role will continue to support other departments within Jiva. and we’re focused on enhancing our impact. This means working towards sustainability and measuring how our tech positively affects farmers’ productivity, income, and overall well-being.
I believe there are a few key areas to focus on. We have to implement comprehensive training programs that cater to various levels of digital literacy. This will help farmers become more confident and capable in using new technologies. Also, there needs to be more accessible designs in technology with intuitive and accessible interfaces, and provide multilingual support to accommodate Indonesia’s diverse linguistic landscape.
Thank you for this opportunity!
