Uploaded byIqbal Maulana
Brightspot City Guide Report 2021
The Brightspot City Guide uses content from BrightspotMRKT to provide customers with information to discover, shop, and watch performances in the Virtual City. Over a recent week, the City Guide handled over 2,266 customer tickets through WhatsApp, Instagram, and email. On average, customer chats lasted around 15 minutes with a 5 minute queue time. The City Guide aims to resolve issues and provide a smooth customer experience, achieving around 79.2% customer satisfaction on average. The busiest days were weekends and Tuesdays when performances were held. To further improve the customer experience, the City Guide should focus on quick responses and create more interactive communications through social media.
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Brightspot City Guide Report 2021
- 1. an insight howto win the customers BRIGHTSPOT CITY GUIDE
- 2. Understanding The idea behindBrightspot City Guide is simple, It uses BrightspotMRKT content to enrich the information available on the Virtual City. The City Guide make it easier for customers to discover, shopping, register even watch the performance stream in the Brightspot Virtual City everyday
- 3. Numbers of Chats summaryfrom week of the event 2,2k The number of chats shows how many total cases were handled on live chat. It shows the demand for live chat as a communication tool throught whatsapp, instagram and email. 2,266 tickets handled from whatsapp, instagram and email
- 4. Chats Insight 46 tickets Chatsper day *the calculation show based on numbers case per agent avg numbers of chats per day 6 hr 30 min Chatting time 15 min Chatting dur. 5 min Queue time
- 5. Customer Satisfaction Many factors influencecustomer satisfaction, e.g. the speed of service, whether the issue was resolved or not, event policies, and the way a city guide communicates. 79,2% avg per rated chat
- 6. Busy days avg numbersof chats per day. On Tuesday 29, most of number of tickets handled came from Tulus performance. Other than that, weekend are still the busy days for city guide to assist the customers. 25 26 27 28 29 30 31 1 2 3 750 500 250 0 81,6% 18,4% chats from whatsapp chats from instagram
- 7. Most Freq QAsked Registered, Access Denied Concert Ticket Code Invalid ID Rejected How to Enter The City Passport Denied Unable to access the website Didn't received Passport Payment complete, history didn't showed up Foreigner Shopping experience not smooth (mobile version)
- 8. Learning Brightspot City Guideis one of the most important parts of keeping the project works well and of helping it grow. Efficient support and smooth communication via different channels help we win customers. And the city guide can be measured the same way as the business’ goals. Recommendation There are many factors influencing a particular issues and we try to resolved that by simply a quick response. Create a interactive communication or journey through social media making the city guide exposure and existence better known by the customers.