Indonesia’s largest telecommunications and network provider, PT. Telekomunikasi Indonesia, has chosen Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, to enhance its customer communications and experience.
“Providing an excellent customer experience is a top priority for all businesses. It is crucial that brands offer a fast and efficient way to reach their customers and improve customers’ experience”
The Vonage Messages API has been integrated into Telkom Indonesia’s five business divisions – IndiHome, a broadband retail service, wifi.id, a Wi-Fi and hotspot service, Telkom DBS, a digital business solutions, Telkom DWS, its wholesale segment portfolio and Telkom OCA, an omni-communication platform service.
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Vonage supports Telkom Indonesia’s multichannel customer notifications including billing updates and payment reminders. The Vonage Messages API also enables Telkom Indonesia to engage with millions of customers¹ more effectively through Indonesians’ preferred channels – WhatsApp and SMS. Vonage provides a simple way to integrate with the WhatsApp Business solution through which Telkom Indonesia’s chatbot responds to customers with commonly requested information including billing queries, product details and corporate information.
With a population of more than 272 million, Indonesia boasts 338 million mobile connections, 171 million mobile internet users and over 160 million active social media users. WhatsApp is the top mobile app and ranks above Facebook, Instagram and Twitter. It is also the second most used social media platform in Indonesia after YouTube².
“The telco industry in Indonesia is highly competitive, said Rizki Primasakti, Head of Telkom OCA, PT Telekomunikasi Indonesia. “In order to maintain an edge, we need to ensure customer queries and grievances are addressed in a fast and effective manner. It is also important that we communicate with them through the apps they currently use and enjoy.
