SASMITHA, KATON PRIMADI (2024) IMPLEMENTASI WHATSAPP CHATBOT UNTUK PENGADUAN KONSUMEN (Studi Kasus : PT. Kipa Teknologi Indonesia). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The problem currently being experienced by PT Kipa Teknologi Indonesia is that in whatsapp online business activities are often used for customer service purposes due to the large number of customers, it is often difficult for customer service admins to answer one by one messages from customers and again business activities that require customer service to be online for 24 hours make companies often divide customer service admin time into 3 or 4 shifts every day which of course will make the company spend a lot of resources and time. The solution to these problems is one of them with the implementation of chatbot as a digital service in customer service itself is expected to save operational costs, 24-hour customer service and increase interaction with customers who are more proactive so as to cause customer loyalty retention. This research applies SWOT analysis to find out the shortcomings of the existing system. The system design uses UML diagrams and the application of the SDLC method. This system is built in the form of a website with a MongoDb database. The results of customer satisfaction testing using the Weighted Average Factor (WAF) method show a value of 9.8684 which means it falls into the Very Satisfied criteria. The whatsapp chatbot application system for the website-based consumer complaint process with the mongoDb database server has been successfully carried out, so that it can produce chat automation, automatic replies and can serve consumers in a timely manner or real time and the process is in accordance with expectations and improves company performance to be effective and efficient. Keywords: Customer services, consumer complaints, whatsapp chatbot Permasalahan yang saat ini sedang dialami oleh PT. Kipa Teknologi Indonesia yaitu dalam kegiatan bisnis online whatsapp sering kali digunakan untuk keperluan customers service dikarenakan banyaknya customers sering kali para admin customers service kesulitan untuk menjawab satu per satu pesan dari customers dan lagi kegiatan bisnis yang mengharuskan customers service untuk bisa online selama 24 jam membuat perusahaan sering kali membagi waktu admin customers service menjadi 3 atau 4 shift setiap harinya yang tentunya akan membuat perusahaan mengeluarkan banyak resource dan waktu. Solusi dari permasalahan tersebut salah satunya dengan implementasi chatbot sebagai layanan digital pada customer service sendiri diharapkan dapat menghemat biaya operasional, layanan pelanggan 24 jam dan meningkatkan interaksi dengan pelanggan yang lebih proaktif sehingga menimbulkan retensi loyalitas pelanggan. Penelitian ini menerapkan analisis SWOT untuk mengetahui kekurangan dari sistem yang ada. Perancangan sistem menggunakan UML diagram serta penerapan metode SDLC. Sistem ini dibangun dalam bentuk website dengan database MongoDb. Hasil dari pengujian kepuasan pelanggan menggunakan metode Weighted Average Factor (WAF) menunjukkan nilai 9,8684 yang artinya masuk ke dalam kriteria Sangat Puas. Sistem Aplikasi whatsapp chatbot untuk proses pengaduan konsumen berbasis website dengan database server mongoDb telah berhasil dilakukan, sehingga dapat menghasilkan otomatisasi chatting, balasan otomatis dan dapat melayani konsumen secara tepat waktu atau real time serta prosesnya sesuai dengan harapan dan meningkatkan kinerja perusahaan agar efektif dan efisien. Kata kunci: Customer services, pengaduan konsumen, whatsapp chatbot.
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