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The Importance of Customer Engagement Solutions to Increase Your Business Growth

Author : Ary Adianto

28 July 2023

The understanding of customer engagement for companies is very important because it has a crucial influence on the potential for business success. In the world of marketing, customer engagement is now one measure of success. This is the goal that is expected to be achieved in every marketing effort and maximize sales for every business person.

According to Kouventa, a company engaged in digital customer engagement solutions, customer engagement can run well if it starts with understanding market needs. In addition, companies are also required to be able to choose the right way when communicating with customers.

The following are things that companies need to pay attention to to maintain customer engagement. In full, see in the following article.

3 Business Constraints in Maintaining Customer Engagement

The following is a summary of Kouventa, some of the obstacles companies often face in maintaining customer engagement.

Telesales and Telemarketing

The telesales and telemarketing fields do a lot of user database validation via calls or email, and often don’t get a response from your customers. Even telesales also contact via personal chat, although for most this is an invasion of privacy.

On the other hand, companies also often experience difficulties in controlling and monitoring productivity and the way telesales provides services to customers.

Email Marketing

The difficulty in tracking and reminding target customers who have been invited is the most common obstacle experienced by the marketing team when sending invitation messages to an event, causing the person in charge to experience being overwhelmed and causing inefficiency.

Technical Support

The process of escalating a problem often encounters difficulties when the person in charge or the salesperson contacted by the customer cannot be contacted or is not on standby in the field.

How to Choose the Best Customer Engagement Solution?

Companies need to prepare ways that are effective and relevant to today’s customer lifestyles, namely brand existence that is always present 24/7 to meet customer needs.

Customer Engagement is something that companies need to have. This is to anticipate customer needs, analyze customer interactions and feedback obtained. Products and services tailored to the preferences of each customer will increase customer satisfaction.

For most companies, increasing customer engagement is complex and complicated. But now there are solutions available to increase customer engagement without a complicated process. One such solution is offered by Kouventa which consists of special integration for business applications with the Chat Business API.

Realize Optimal Customer Engagement with Kouventa

Kouventa offers an end to end business communication solution which consists of special integrations for business applications with the WhatsApp business API solution. Here are Key Features that you can take away from Kouventa solution.

Business Communication Channel

Kouventa can help your business by offering campaign solutions, omnichannel as a medium of communication with customers, business reminders, and customer success tools.

Custom Integrated with Business App

You can simplify and accelerate business activities, build new business experiences for potential customers using the Business API chat feature.

Protecting Your Critical Database

Kouventa offers an approach to storing customer databases locally on enterprise devices to help you maintain potential customers without worrying about data leaks when using the Business chat API.

6 Key Features of Kouventa

Some of the advantages of Kouventa features that are very relevant to your business development, from Live Chat to Business Automation. Here are six excellent Kouventa features to support your business.

Live Chat

Connect with your prospects seamlessly and manage all conversations in one portal using the Kouvénta platform.

Interactive Message Template

Create attractive messages quickly, easy to create and can define interactive messages based on business needs.

Unlimited Number of Agent

By using a single chat number, Kouventa allows businesses to create unlimited agents.

Reporting

Using Kouventa allows you to analyze employee performance reports in real time and businesses can be proactive in seizing opportunities.

Multiple Chat Automation

Kouventa lets you create automations for different business purposes, such as order confirmation, delivery updates, event reminders, and more.

Automated Chat Distribution

Allows you to accept visitor chat requests automatically. Once a visitor initiates a chat request, they will be immediately connected to an available agent. This reduces waiting times and helps reduce queue abandonment.

Get Kouventa on Helios

Get Kouventa from Helios Informatika Nusantara (HIN). Helios as an IT solution partner in Indonesia will help your company from the consulting, development, to after sales support stages. A professional and certified IT team will help you avoid mistakes in making your company development decisions. For further information about Kouventa by contacting us via [email protected].

Penulis: Ary Adianto

Content Writer CTI Group

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PRIVACY POLICY

At PT Helios Informatika Nusantara, ensuring the privacy and security of your information is of utmost importance to us. As you navigate through our website, https://www.helios.id/, collectively referred to as this “Website”, we strive to create a safe and trustworthy environment for all users. This Privacy Policy establishes the terms governing your use of our website between you (“you” or “your”) and [Helios Informatika Nusantara]. By accessing our website, you acknowledge that you have reviewed, understood, and consent to be bound by this Privacy Policy.

Information We Collect

When utilizing or engaging with our Website, we may gather or receive various types of information, collectively referred to as “Information”, including but not limited to:

“Personal Information,” such as your name, email, contact details, or any other personal content provided to us via forms on our website or other means of communication (e.g., email, phone, mail, etc.).
“Technical Information,” such as browser type, operating system, device type, IP address, and similar technical data typically obtained automatically from browsers or devices when interacting with our Website. This may also encompass the referring URL that directed you to our website.
“Usage Information,” such as the pages visited on our website, click activity, searches conducted, and other related data on how you have utilized our website. This category may also encompass details regarding your interaction with emails, including whether you opened, clicked on links, or received them.

We acknowledge that certain Technical Information or Usage Information may be considered personal data, either independently or when combined with other data, under various laws and jurisdictions. We are committed in handling such data in accordance with applicable laws and regulations.

The Methods We Use to Collect and Receive Information

Depending on the type of Information, we collect or receive it through various channels, including but not limited to the following conditions:

When you voluntarily share Information with us. For instance, when you subscribe to our newsletter or fill out our online form to request contact.
By using cookies and similar technologies. These technologies help us analyze how our Website is utilized and tailor content that is pertinent to you. They also assist in delivering more relevant advertisements on our own or third-party sites.
Information obtained from third-party sources. This encompasses Information acquired through various business support tools and services we utilize, such as Website, analytics services, etc., as well as public sources like social media sites. We may merge the Information from these sources with other data we possess to maintain updated records and provide you with pertinent content.

The Purposes

We utilize Information for the following purposes:

Processing your inquiries and responding to your requests, such as when you reach out to learn more about our products or services.
Sending you information related to our services and products that we believe may be of interest to you, such as an invitation to our upcoming events, follow-up by WhatsApp blast and/or call, newsletters, or updates on products and services. These communications are sent to you either based on your explicit consent or when we have a legitimate interest in marketing our products and services. You always have the option to optout of receiving invitation, newsletters, and/or updates on products and services.
Understanding how you interact with our Website and tailoring it to align with your interests, past actions, and preferences. We do this to enhance our Website, diagnose any issues, and improve your experience while navigating through them.
Preventing fraud or harm to us or any third party, and ensuring the security of our network and services, which is in our legitimate interest.
Complying with our legal obligations and exercising and enforcing our legal rights as necessary for PT Helios Informatika Nusantara.
Utilizing certain third-party marketing and advertising networks to assist in marketing our products on our website and third-party Website.

Who We Share Information With

To facilitate our business operations and the functioning of our Website, we may disclose Information to various third parties, including:

Our global branches and subsidiary companies.
Third-party service providers aiding in the operation of our Website, such as hosting companies, recruitment platforms and agencies, payment processors, business management,and email distribution service providers, and similar service providers. These entities are authorized to use your personal information solely to provide these services to us.
When compelled by law, such as to comply with court orders, search warrants, regulatory orders, subpoenas, and other lawful requests from public authorities, including those for national security or law enforcement purposes.
Legal authorities, consultants, advisors, or service providers required to investigate, respond to, or prevent fraud, or to ensure the security of our network and services and safeguard the well-being of PT Helios Informatika Nusantara or the public.
In the event of a merger and/or acquisition involving PT Helios Informatika Nusantara, Information may be transferred to the merging or acquiring entity, as well as to any advisors representing parties involved in discussions related to such merger or acquisition.
Principal, resellers, partners, sponsors, or service providers acting on our behalf in conjunction with the offering of PT Helios Informatika Nusantara]’s products or services.
Third-party marketing and advertising networks assisting in the promotion of our products on our Website and on third-party websites, such as Google for remarketing ads across the Internet.
PT Helios Informatika Nusantara may also disclose general aggregate and anonymized information (e.g., statistical data) pertaining to the use of its Website.

Cross Border Data Transfers

We may need to transfer Information to countries where we and/or our service providers operate. These countries may have different data protection laws compared to the country where the data originated, potentially offering different levels of protection. By using our Website, you consent to such transfers. In cases where applicable to the services provided, we will establish agreements with our service providers to ensure a level of privacy consistent with the terms of this policy.
Regarding the collection, use, and retention of personal information transferred from Indonesia, please note that PT Helios Informatika Nusantara remains compliant with all relevant laws concerning such transfers.

Protecting Your Information

We aim to uphold top-tier security standards throughout our business operations. We have adopted suitable technical and organizational safeguards aligned with industry best practices. These safeguards are devised to prevent unauthorized access or unlawful handling of Personal Information and to mitigate the risk of accidental loss, destruction, or damage of such information. As part of these efforts, we have instituted several policies and procedures to guide us, covering aspects such as asset management, access control, physical security, personnel security, product security, cloud and network infrastructure security, third-party security, vulnerability management, security monitoring, and incident response.

Information Storage and Retention

We may store Information on both our own servers and those managed by third-party data hosting providers. As explained in Section 5 above (Cross Border Transfers), these servers may be situated globally. We will retain your Personal Information only for as long as necessary to fulfill the collection’s intended purpose. Additionally, we may retain your Personal Information for the duration required to pursue our legitimate business interests, address any legal claims, and ensure compliance with legal obligations. In instances where we utilize your information for direct marketing, we will retain your data until you choose to opt-out of receiving marketing materials; however, certain information may need to be retained to maintain a record of your request.

Modifications to This Policy

PT Helios Informatika Nusantara reserves the right to amend this Privacy Policy at any time. In the event of a significant change, we will provide notice on this page and/or adjacent to the link leading to this page. These updates will become effective immediately for new Information collected or provided from the date of the update, and within thirty (30) days for any Information collected or provided to PT Helios Informatika Nusantara prior to the update. If you do not agree to the terms of the revised policy, please contact our Legal Department using the contact details provided in Section 11 below. We encourage you to periodically review this page for any updates.

Your Choices

We offer you various options regarding the use of Information in relation to: (i) our marketing activities; and (ii) our utilization of cookies and similar technologies for interest-based advertising and website usage analysis

You can choose to discontinue receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails, adjusting email preferences in your account settings page, or contacting us through https://www.helios.id/. You can manage your preferences concerning our use of cookies and similar technologies, which are used to provide targeted interest-based advertisements and analyze your website usage, by referring to our Cookie Policy for guidance.
Moreover, the laws in some jurisdictions may grant you various rights concerning our processing of certain Information. These rights may include:
- The right to withdraw previously provided consent;
- The right to access specific information about you that we process;
- The right to rectify or update any Personal Information;
- The right to request the erasure of certain Information;
- The right to temporarily suspend our processing of certain Information;
- The right to receive Information in a common machine-readable format;
- The right to object to our processing of Information for direct marketing purposes or when we rely on legitimate interests as the lawful basis for processing your information; and
- The right to file a complaint with the relevant data protection authority.

We will address your requests promptly. Please note that these rights may be subject to limitations under applicable law. For further information on these rights or to exercise them, please contact [Helios Informatika Nusantara] at: [email protected]

Social Media and Third-Party Services

Our Website may include a blog with a ‘comments’ section and several social media features, such as a ‘share’ button or links to third-party websites and services like Facebook, X, YouTube, LinkedIn, and Instagram. When utilizing these features, certain information may be gathered by these third parties, such as your IP address or the specific page you are visiting on our website. Additionally, these third parties may set cookies to ensure the proper functioning of the features. Any data collected by these third parties is subject to their respective privacy policies. We encourage you to thoroughly review the privacy policies of these third parties.

Contacting Us

If you have any questions or concerns regarding this Website Privacy Policy, the information we collect, PT Helios Informatika Nusantara’s practices, or your interactions with the Website, please feel free to contact us. You can reach us via email at [email protected] or by physical mail addressed to: PT Helios Informatika Nusantara Centennial Tower, 12th Floor Jl. Jend. Gatot Subroto Kav. 24-25 Jakarta 12930, Indonesia phone: +62 21 8062 22

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