Latest News
Evaluate Your Mid-Year Customer Experience Strategy: Are You On Target?
In today’s increasingly dynamic business landscape, Customer Experience (CX) has become one of the key indicators of a company’s success in retaining and attracting customers. Just like any other business strategy, a CX strategy needs to be evaluated regularly to ensure it remains relevant and continues to deliver positive results.
The middle of the year is an ideal time to conduct a comprehensive review of your CX strategy over the first six months. Has your strategy met its targets? Are your customers truly experiencing satisfaction and ease in every interaction with your business?
This article discusses how to evaluate your mid-year CX strategy, which indicators to pay attention to, and the steps you can take to develop an improvement plan for better results in the second half of the year.
Why Evaluating Your Customer Experience Strategy Matters
Conducting regular evaluations of your CX strategy provides significant benefits, including:
-
Identifying barriers that hinder customer satisfaction
-
Measuring the success of your CX Key Performance Indicators (KPIs)
-
Developing data-driven improvements instead of relying on assumptions
-
Increasing customer loyalty and driving business growth
Without a structured evaluation, your business risks losing customers due to minor gaps in the experience you provide.
Steps to Evaluate Your CX Strategy Mid-Year
1. Revisit Your CX Goals and Targets
Start by reviewing the initial goals of your CX strategy from earlier in the year. Were you aiming to improve your Net Promoter Score (NPS), reduce churn rate, or shorten response times?
Ensure these goals are still relevant and have been translated into clear KPIs. Adjust them if necessary to reflect current market dynamics.
2. Collect and Analyze Customer Interaction Data
Data is the foundation of every objective evaluation. Use data from various customer service channels such as:
-
Call center (call duration, issue resolution rate)
-
Live chat and WhatsApp (response time, customer satisfaction)
-
Social media (comment and DM sentiment)
-
Customer surveys (CSAT, NPS)
This data will help you identify trends, strengths, and critical pain points in your CX strategy.
3. Update Your Customer Journey Map
Refresh your customer journey map with current data. Identify stages where customers may face obstacles or frustrations, such as:
-
Long wait times for responses
-
Difficulty finding information
-
Complicated complaint processes
A deep understanding of the customer journey helps you detect weak points and reinforce your strengths.
4. Evaluate Your Service Channels
Are the communication channels you offer aligned with customer preferences?
If your customers are more active on WhatsApp or Instagram DMs, but your customer service still focuses heavily on email and phone calls, it may be time to shift toward a more relevant omnichannel approach.
5. Compare Against Industry Benchmarks
Measure your CX performance against industry benchmarks. Is your response speed above average? Is your First Contact Resolution (FCR) rate adequate?
These benchmarks offer a realistic view of your competitive standing and help drive improvements.
Develop a Strategy for the Second Half of the Year
After the evaluation, it’s time to build an action plan for the remainder of the year. Consider these strategic steps:
-
Optimize the use of technology such as chatbots, CRM systems, and analytics tools for efficiency and personalization
-
Enhance customer service team training to improve communication and empathy
-
Integrate all service channels into a single omnichannel platform for consistent and traceable interactions
-
Create loyalty or rewards programs to show appreciation to loyal customers
These improvement strategies are more effective when supported by a professional CX partner who understands modern customer expectations.
Don’t Forget to Involve Your Customers
One commonly overlooked step is involving your customers directly in the evaluation process. Regularly request feedback through surveys or daily interactions.
Customers are your best source of insight—they can help shape a CX strategy that truly meets their needs rather than just internal assumptions.
Mid-year CX strategy evaluation is essential to ensure your business stays on track in delivering superior and competitive customer service.
With a data-driven approach, accurate journey mapping, and a well-planned strategy, you can enhance service quality, strengthen customer relationships, and achieve greater business targets by year’s end.
PT VADS Indonesia offers end-to-end customer experience solutions through omnichannel services, 24/7 professional teams, advanced technology, and a data-driven approach.
Let’s discuss your CX strategy now and create better customer experiences for the rest of the year!
How VADS Indonesia Helps Your Business Provide 24/7 Customer Service
In today’s increasingly competitive digital era, customers expect fast, responsive, and always-available service whenever they need it. It's no longer enough for businesses to offer communication channels only during business hours—24/7 customer service has become the new standard to ensure customer satisfaction and loyalty.
However, providing around-the-clock customer service requires human resources, technology, and efficient operational systems. This is where PT VADS Indonesia plays a strategic role as a Business Process Outsourcing (BPO) provider in the customer experience field. Through operational excellence and an omnichannel approach, VADS Indonesia supports companies from various industries in delivering outstanding, real-time customer service that’s available anytime.
The Importance of 24/7 Customer Service in Business
Today’s customers don’t want to wait. They demand quick, accurate responses at any time—morning, night, weekends, even on public holidays. Businesses that can meet these expectations gain significant advantages:
-
Increased customer satisfaction
-
Reduced churn rate
-
Higher chances of sales and upselling
-
Competitive edge in the market
However, building such a service internally is challenging and costly. It requires a trained team, integrated systems, and complex operations management. That’s why many businesses choose to partner with trusted providers like PT VADS Indonesia.
VADS Indonesia’s Operational Advantages in Delivering 24/7 Service
PT VADS Indonesia is experienced in managing customer service for industries such as telecommunications, digital finance, healthcare, retail, and e-commerce. Here are some of the operational strengths that make VADS a strategic partner for your 24/7 customer service needs:
1. Professional and Trained Customer Service Team
VADS Indonesia has thousands of trained customer service agents ready to serve customers professionally. They are regularly trained to ensure consistent, empathetic, and globally standardized service quality.
2. Reliable Technology Infrastructure
Backed by modern infrastructure, VADS ensures uninterrupted service—even during peak hours or emergencies. Real-time monitoring systems, reporting dashboards, and cloud-based tools provide flexibility and operational resilience.
3. SLA and KPI-Based Operations
All VADS services are delivered under measurable Service Level Agreements (SLA) and Key Performance Indicators (KPI), ensuring that every customer interaction meets high-performance standards and can be evaluated objectively.
4. Large and Flexible Operational Capacity
VADS can scale operations based on client needs—during high-traffic periods such as promotions, product launches, or major holidays. This flexibility ensures optimal service without overwhelming your internal resources.
Omnichannel Service: The Key to a Consistent Customer Experience
One of VADS Indonesia’s core strengths is its ability to deliver omnichannel customer service—allowing customers to connect with your brand across various communication platforms in an integrated and seamless way.
VADS Indonesia Supports the Following Omnichannel Services:
-
24/7 Call Center: Phone service with professional agents ready to respond quickly
-
Live Chat: Instant response, ideal for your business website or app
-
Email Support: Written assistance for more complex questions or complaints
-
WhatsApp Business API: Instant communication via the customer’s daily messaging app
-
Social Media: Handling comments, direct messages, and public interactions with a professional communication strategy
-
Self-Service Portals & Chatbots: Automated solutions providing instant answers to frequently asked questions anytime
With this cross-channel integration, customers don’t have to repeat their issues when switching platforms. All interaction data is recorded and seamlessly continued by the VADS customer service team.
Why Choose VADS Indonesia?
✅ Over 15 years of experience in the BPO industry
✅ Omnichannel and cloud-based technology
✅ Reliable and efficient 24/7 operations team
✅ Secure customer data management that complies with standards
✅ Tailored solutions to fit your business needs
Providing 24/7 customer service is no longer optional—it’s a necessity in the digital age. With a combination of operational excellence and an omnichannel approach, PT VADS Indonesia is ready to help your business deliver responsive, consistent, and high-quality customer service anytime, anywhere.
PT VADS Indonesia offers professional customer service solutions—from call centers to omnichannel engagement—to support your company in reaching customers better and faster.
Let’s discuss your 24/7 customer service needs with us today!
Customer Experience vs Customer Service: What’s the Difference and Why Are Both Important?
In an increasingly competitive business landscape, the terms customer experience (CX) and customer service are often used interchangeably. However, they have different meanings, roles, and impacts when it comes to building customer loyalty. Understanding the differences and the importance of both aspects is crucial for companies that aim to deliver top-tier service to their customers.
What is Customer Service?
Customer service is the support or assistance provided to customers before, during, and after they purchase a product or use a service. Its main goal is to resolve issues, answer questions, or provide solutions quickly and effectively.
Common examples of customer service include:
-
Prompt responses to customer complaints via call center or live chat
-
Technical support when customers face issues
-
Product or service information provided directly by agents
In other words, customer service is reactive—it responds when customers reach out to the company.
What is Customer Experience?
Customer experience (CX) refers to the overall perception and emotions customers have regarding their interactions with your brand, from the initial discovery phase through purchasing, using the product or service, and post-purchase engagement.
CX encompasses the entire customer journey, including:
-
Navigating a user-friendly website
-
A smooth and fast purchase process
-
On-time product delivery
-
Personalized communication across multiple channels (email, social media, WhatsApp)
-
Emotional connections that make customers feel valued
Unlike customer service, which is reactive, customer experience is proactive and strategic. CX focuses on creating a pleasant and memorable journey for the customer.
Key Differences Between Customer Experience and Customer Service
| Aspect | Customer Service | Customer Experience |
|---|---|---|
| Focus | Solving problems when they arise | Building a positive relationship throughout the customer journey |
| Nature | Reactive | Proactive |
| Duration | Occurs at specific points (e.g., when issues happen) | Happens throughout the customer journey |
| Goal | Resolving customer issues | Enhancing satisfaction and loyalty |
| Role | A part of CX | A broader concept that includes customer service |
Although different, customer service and customer experience complement each other. Without strong customer service, the overall experience can be disrupted. Conversely, without a solid CX strategy, businesses may only be putting out fires rather than preventing them from the start.
Here’s why both are essential:
-
Boost Customer Loyalty
Customers who feel valued and well-served are more likely to return and recommend your brand. -
Reduce Churn Rate
A great experience can prevent customers from switching to competitors. Additionally, fast and friendly service can rescue a troubled relationship. -
Enhance Brand Reputation
Companies that consistently deliver positive experiences and responsive service are more trusted by the public. -
Increase Revenue
Satisfied customers tend to make repeat purchases and are open to upselling and cross-selling opportunities. -
Adapt to Changing Consumer Behavior
With a structured CX strategy and a flexible customer service approach, businesses can better meet evolving customer expectations in the digital era.
How to Integrate Customer Experience and Customer Service
To maximize the benefits of both, consider the following steps:
-
Use omnichannel technology to allow customers to reach you through various channels (phone, email, social media, chat, etc.)
-
Train your customer service team to deliver personalized and empathetic experiences
-
Regularly analyze customer feedback to improve every touchpoint
-
Build a customer journey map to identify and enhance critical moments
-
Foster cross-functional collaboration: CX isn’t just the responsibility of customer service—it involves all departments
Customer experience and customer service are not interchangeable or optional—they must go hand-in-hand to create strong, long-term relationships with customers. Customer service ensures that issues are resolved promptly, while customer experience shapes an overall positive and consistent perception.
PT VADS Indonesia provides integrated customer experience and customer service solutions to help your company deliver exceptional service, enhance customer satisfaction, and build long-term loyalty. From live chat and call center operations to digital customer engagement services, we are ready to support your customer service transformation.
Strategies to Increase Customer Retention Through Consistent Customer Experience
In today’s increasingly competitive business landscape, attracting new customers is important, but retaining existing ones is far more valuable. Studies show that increasing customer retention by just 5% can boost profits by 25–95%. However, keeping customers loyal isn’t as simple as offering discounts or promotions. The key lies in delivering a consistent and personalized customer experience.
Why Is Customer Retention Important?
Customer retention is a company’s ability to keep customers over a certain period of time. Loyal customers are more likely to make repeat purchases, leave positive reviews, and recommend your brand to others.
According to research from Bain & Company, returning customers tend to spend more over time. They are also less costly to serve, as they are already familiar with the product, systems, and how the company operates.
However, retention cannot be achieved without exceptional — and more importantly — consistent customer experiences at every touchpoint.
Consistency: The Foundation of Customer Loyalty
Consistency in customer experience means that every time a customer interacts with your brand, whether through call center, chat, social media, or email, they receive the same high-quality service: fast, responsive, informative, and friendly.
When a company fails to provide a uniform experience, customers become confused, frustrated, and ultimately lose trust. In today’s fast-paced digital era, a single bad experience can quickly drive a customer to a competitor.
Key Elements of a Consistent Customer Experience:
-
Clear Service Standards
Each channel should follow the same service standards: response time, communication style, and quality of solutions provided. -
Omnichannel Experience
Customers should be able to switch between channels without repeating their story or data. For example, starting a chat and continuing via phone, all information should be integrated. -
Well-Trained Employees
Customer service agents must receive continuous training to maintain the quality of interactions, regardless of the situation. -
Technology Utilization
Leverage CRM systems, AI, and analytics to ensure fast and personalized responses at every stage of the customer journey.
Personalization: Building Meaningful Connections
Besides consistency, personalization is the second key to retaining customers. Customers want to be treated as individuals, not as ticket numbers. By understanding their preferences, purchase history, and behavior, companies can provide relevant and targeted service.
Examples include:
-
Recommending products based on purchase history.
-
Sending personalized birthday greetings or special offers.
-
Adapting communication style based on customer profile.
The more personal the service, the more valued the customer feels, strengthening their emotional connection to your brand.
Strategies to Increase Customer Retention Through Consistent and Personalized CX
Here are several practical strategies you can implement:
-
Audit and Optimize the Customer Journey
Evaluate all customer touchpoints to ensure each delivers a consistent and enjoyable experience. -
Use Data to Understand Customers
Integrate data from multiple sources to gain a 360-degree view of the customer. This enables better segmentation and more personalized communication strategies. -
Provide a Reliable Customer Service Team
Your service team is on the front lines of customer experience. Train them to handle various scenarios with empathy, speed, and relevant solutions. -
Implement Automation and AI Technologies
Use chatbots, CRM systems, and analytics tools to support personalization without sacrificing speed or consistency. -
Continuously Gather and Act on Customer Feedback
Customer feedback is the best source of insights for service improvement. Promptly responding to complaints or suggestions shows that the company cares and is committed to getting better.
The Role of Outsourcing Partners in Ensuring Consistency and Personalization
Not all companies have sufficient internal resources to maintain consistent and personalized customer service. This is where partnering with a professional provider like PT VADS Indonesia becomes a smart solution.
PT VADS Indonesia has proven experience in managing end-to-end customer service, from agent recruitment and training to omnichannel technology provision and performance measurement based on KPIs and SLAs. All of this is designed to deliver consistent, personalized, and high-value customer experiences that ultimately boost your business’s customer retention.
In a highly competitive era, retaining loyal customers is far more profitable than continuously chasing new ones. And the core of customer retention lies in providing a consistent and personalized experience at every touchpoint.
With the right strategies and support from a trusted customer experience partner, you can enhance customer loyalty, brand reputation, and, of course, long-term profitability.
PT VADS Indonesia offers customer experience services designed to improve your company’s customer retention through consistent, personalized, and impactful interactions.
Talk to us today and begin your customer service transformation!
Great Customer Experience Starts with Happy Employees
Amidst digital transformation and increasingly intense business competition, many companies are racing to adopt the latest technologies to improve Customer Experience (CX). However, there is one crucial element that is often overlooked: employee happiness and engagement. In the world of customer service, employees who feel valued, supported, and satisfied with their jobs are far more capable of delivering exceptional customer experiences. This is known as the strong connection between Employee Experience (EX) and Customer Experience (CX).
Why Is Employee Experience (EX) Important?
Employee Experience (EX) encompasses all interactions employees have throughout their journey at a company, from recruitment, onboarding, and work environment to leadership and performance recognition. Employees who feel appreciated and have a positive work experience are more motivated to give their best.
A study by Harvard Business Review shows that companies with high levels of employee engagement tend to have better customer satisfaction and loyalty rates. This proves that the internal experience of employees has a direct impact on how customers perceive and experience a brand.
Happy Employees = Satisfied Customers
How exactly does employee happiness influence customer experience? Here are several reasons:
-
Friendlier and More Empathetic Interactions
Happy employees are more likely to treat customers with kindness, patience, and genuine care. They go beyond just completing tasks—they genuinely want to help customers find the right solutions. -
Higher Productivity and Efficiency
Satisfied employees have stronger work morale. They can work more efficiently and productively in handling customer requests, which ultimately leads to greater customer satisfaction. -
Better Service Consistency
Employees who feel supported by their companies tend to be more loyal and stay longer. This creates consistency in service, as customers interact with experienced agents who understand their needs better. -
Innovation from Engaged Employees
Employees who feel valued are more motivated to share ideas and innovations that can improve service quality. They are not afraid to contribute because they feel like an important part of the company.
Building a Work Culture that Supports Customer Experience
To deliver outstanding customer experiences, companies need to foster a work culture that promotes employee happiness and well-being. Some strategies that can be implemented include:
-
Regular training and skill development
-
Recognition and appreciation for good performance
-
Open communication between management and employees
-
A supportive and inclusive work environment
-
Work flexibility to maintain work-life balance
By paying close attention to employee needs holistically, companies can create a healthy and productive work environment that will ultimately reflect in the quality of service provided to customers.
The Role of Outsourcing in Balancing EX and CX
Managing an internal contact center can be a major challenge in terms of employee management, training, and retention. This is where outsourcing contact center services becomes highly relevant. By partnering with a professional provider like PT VADS Indonesia, companies can ensure that frontline employees, such as customer service agents, receive the training, support, and work environment they need to deliver their best performance.
PT VADS Indonesia understands the importance of balancing employee experience and customer experience. That’s why we provide regular training systems, service quality monitoring, and professional employee performance management, ensuring that every customer interaction is meaningful and contributes positively to your business.
In Conclusion
Great customer experience doesn’t start with technology—it starts with happy and motivated employees. By investing in employee experience, companies can create more empathetic, consistent, and valuable customer service.
PT VADS Indonesia is your strategic partner, delivering not only leading omnichannel technologies and services but also ensuring the well-being and performance of the frontline workforce. We believe that happy employees are the key to satisfied customers.
Discuss your business needs with PT VADS Indonesia today and deliver extraordinary customer experiences through a dedicated and professional team.
How Contact Center Outsourcing Improves Customer Experience and Business Efficiency
In today’s increasingly dynamic and digital business landscape, customer experience (CX) has become a crucial differentiator between companies that grow and those that fall behind. Consumers now seek not only high-quality products or services, but also fast, personalized, and consistent experiences at every touchpoint. This is where the role of a contact center becomes essential.
However, managing a contact center in-house can be a major challenge in terms of human resources, technology, and operational costs. That’s why many companies are turning to contact center outsourcing as a strategic solution to improve customer experience while enhancing business efficiency. One of the leading service providers in Indonesia in this area is PT VADS Indonesia.
What Is Contact Center Outsourcing?
Contact center outsourcing is the practice of entrusting customer service operations to a third party that is professional and experienced in the field. These services cover various communication channels such as phone calls, email, live chat, social media, and instant messaging apps. With the support of advanced technology and qualified personnel, outsourcing providers can handle high volumes of interactions with consistent service quality.
Benefits of Contact Center Outsourcing for Customer Experience
1. Faster and More Responsive Service
Customers want quick responses to their questions or complaints. Through outsourcing, companies can leverage ready-to-use infrastructure and 24/7 agents, significantly reducing response time.
2. Consistent Quality of Interaction
Professional contact center providers like VADS Indonesia have strict service standards and training programs for every agent. This ensures every customer interaction—whether via phone or digital channels—is friendly, courteous, and solution-oriented.
3. Omnichannel Support for Integrated Experience
Outsourcing enables companies to provide integrated customer service across platforms. Customers can start interactions via email, continue through live chat, and finish over the phone without repeating themselves. This seamless omnichannel experience greatly enhances customer satisfaction.
4. Deeper Customer Analytics and Insights
Outsourcing providers are typically supported by strong analytics technology. Customer interaction data can be collected, analyzed, and used to understand customer needs, behaviors, and trends. These insights are valuable for shaping targeted marketing strategies and product development.
5. Personalized Service
With CRM and data analytics technology, outsourced contact center agents can deliver more personalized services—addressing customers by name, recognizing purchase history or previous complaints, and offering tailored recommendations.
Business Efficiency Through Contact Center Outsourcing
In addition to enhancing customer experience, outsourcing contact centers also offers significant business efficiency benefits:
1. Reduced Operational Costs
Building and managing an in-house contact center requires significant investment in infrastructure, software, training, and daily operations. With outsourcing, companies can shift fixed costs to more flexible variable costs.
2. Greater Focus on Core Business
By entrusting customer service to a reliable outsourcing partner, companies can focus more on product development, marketing strategies, and innovation—free from the burdens of day-to-day contact center operations.
3. Access to the Latest Technology
Outsourcing providers like VADS Indonesia already use the latest technologies such as AI, chatbots, speech analytics, and omnichannel platforms, saving companies from large upfront and maintenance costs.
4. Easier Scalability
During peak customer interaction periods, such as major promotions or product launches, an outsourcing partner can quickly scale up the team. This is often difficult with in-house contact centers due to resource and infrastructure limitations.
Why Choose PT VADS Indonesia?
As one of the most trusted contact center outsourcing providers in Indonesia, PT VADS Indonesia offers end-to-end solutions designed to elevate your customer experience and business efficiency. VADS Indonesia’s advantages include:
-
Over a decade of experience in the customer experience industry
-
Professionally trained and certified agent teams
-
Omnichannel service with advanced system integration
-
AI and analytics-powered technology for deeper customer insights
-
Commitment to measurable and transparent service quality (SLA & KPI)
Contact center outsourcing is not just a cost-efficiency option—it’s a business strategy that can transform the quality of your customer service. With the right partner like PT VADS Indonesia, your company can deliver fast, personalized, and professional customer experiences while saving time, cost, and resources.
PT VADS Indonesia is ready to be your strategic partner in delivering outstanding customer experiences. We provide comprehensive contact center services backed by cutting-edge technology and professional teams to support your business growth.
