{"id":9342,"date":"2023-01-11T00:00:00","date_gmt":"2023-01-11T05:00:00","guid":{"rendered":"https:\/\/whatsappbusiness.com\/blog\/mengapa-perpesanan-penting-untuk-strategi-layanan-pelanggan-proaktif\/"},"modified":"2026-04-30T02:50:23","modified_gmt":"2026-04-30T06:50:23","slug":"proactive-customer-service","status":"publish","type":"post","link":"https:\/\/whatsappbusiness.com\/id\/blog\/proactive-customer-service\/","title":{"rendered":"Mengapa Perpesanan Penting untuk Strategi Layanan Pelanggan Proaktif"},"content":{"rendered":"\n<div class=\"wp-block-group alignfull is-style-surface-primary has-global-padding is-layout-constrained wp-block-group-is-layout-constrained is-style-surface-primary--1\">\n<p class=\"wp-block-paragraph\">Studi Salesforce 2022<sup class=\"wab-note\" data-title=\"\u201cState of the Connected Customer: 5th edition\u201d Salesforce, 2022\">1<\/sup> menemukan bahwa 73% pelanggan percaya perusahaan harus memahami kebutuhan dan ekspektasi mereka, dan 62% percaya perusahaan harus bisa mengantisipasi kebutuhan ini.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Perusahaan-perusahaan mulai memahami hal ini. 54% pemimpin layanan pelanggan mengatakan kepada Gartner<sup class=\"wab-note\" data-title=\"\u201c2022 Key Customer Service Priorities\u201d Gartner, 2022\">2<\/sup> bahwa beralih dari layanan reaktif ke layanan proaktif menjadi fokus utama mereka di tahun 2022.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dukungan reaktif adalah dukungan yang menunggu pelanggan menghubungi dengan masalah tertentu sebelum menawarkan solusi. Dukungan proaktif berarti memberikan apa yang diinginkan pelanggan bahkan sebelum mereka menanyakannya. Dalam skenario terbaik, dukungan proaktif menyelesaikan masalah bahkan sebelum pelanggan menyadari keberadaan masalah tersebut.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Berikut adalah cara aplikasi perpesanan memberi tim Anda insight dan cara untuk melakukannya.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img data-dominant-color=\"7e7f6e\" data-has-transparency=\"false\" style=\"--dominant-color: #7e7f6e;\" loading=\"lazy\" decoding=\"async\" width=\"842\" height=\"474\" class=\"wp-image-564 not-transparent\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-1-842x474-9-.jpg\" alt=\"Dua orang duduk di meja sementara yang satu menjelaskan contoh desain di komputer\" srcset=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-1-842x474-9-.jpg 842w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-1-842x474-9-.jpg?resize=300,169 300w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-1-842x474-9-.jpg?resize=768,432 768w\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" \/><\/figure>\n\n\n\n<h2 id=\"otomatis-mengumpulkan-insight-pelanggan-yang-vital\" class=\"wp-block-heading\"><b>Otomatis Mengumpulkan Insight Pelanggan yang Vital<\/b><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Chatbot berbasis AI yang terintegrasi ke dalam aplikasi perpesanan Anda bisa secara otomatis mengumpulkan data pelanggan penting di awal setiap interaksi. Data ini memberi tim dukungan Anda konteks dan wawasan berharga yang diperlukan untuk memberikan dukungan proaktif.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Chatbot dukungan pelanggan bisa langsung mengambil informasi data pelanggan berikut:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Lokasi fisik pelanggan (melalui identifikasi alamat IP)<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Perangkat yang mereka gunakan<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Tanggal dan waktu mereka menghubungi Anda<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Tempat pelanggan berada (situs web, toko, aplikasi, media sosial) saat mereka memulai kontak dengan Anda<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Katakanlah seorang pelanggan ingin bantuan login ke akunnya. Chatbot mengenali bahwa mereka dari Meksiko dan memulai kontak dalam bahasa Spanyol. Ini juga mengidentifikasi bahwa pelanggan sedang mencoba login melalui browser Chrome Google di smartphone Android. Berdasarkan data tersebut, chatbot dapat langsung melayani mereka dengan artikel panduan yang menjelaskan (dalam bahasa Spanyol) cara login ke akun mereka melalui browser dan perangkat seluler pilihan mereka.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Fitur dukungan juga bisa menggunakan data percakapan chatbot untuk memberikan analisis sentimen. Pelaporan ini menunjukkan apakah sentimen percakapan secara umum positif, negatif, atau netral.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Analisis sentimen menawarkan sinyal dan peringatan yang jelas kepada tim dukungan Anda saat pelanggan merasa frustasi di tahap awal \u2014 sebelum mereka mulai mempertimbangkan untuk berhenti menggunakan produk atau layanan. Dengan data ini, tim dukungan Anda bisa proaktif bekerja untuk mempertahankan pelanggan tersebut dengan mencoba memahami secara lebih baik akar masalah mereka dan apa yang bisa dilakukan untuk meningkatkan pengalaman.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Freshworks adalah salah satu mitra kami yang memungkinkan Anda mengintegrasikan chatbot berbasis AI<sup class=\"wab-note\" data-title=\"Layani pelanggan di WhatsApp, Freshchat\">3<\/sup> ke aplikasi berkirim pesan bisnis WhatsApp Anda. Fitur mereka menawarkan analisis sentimen terintegrasi<sup class=\"wab-note\" data-title=\"Analisis Sentimen untuk Freshchat, Freshchat\">4<\/sup>, sehingga Anda dan tim bisa memberikan dukungan proaktif berdasarkan obrolan pelanggan.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img data-dominant-color=\"a9a09a\" data-has-transparency=\"false\" style=\"--dominant-color: #a9a09a;\" loading=\"lazy\" decoding=\"async\" width=\"842\" height=\"474\" class=\"wp-image-615 not-transparent\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-2-842x474-8-.jpg\" alt=\"Seseorang berbaring di tempat tidur sambil menggulir ponsel saat bayi tertidur di dadanya\" srcset=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-2-842x474-8-.jpg 842w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-2-842x474-8-.jpg?resize=300,169 300w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-2-842x474-8-.jpg?resize=768,432 768w\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" \/><\/figure>\n\n\n\n<h2 id=\"mendapatkan-masukan-dan-data-pelanggan-dengan-lebih-efektif\" class=\"wp-block-heading\"><b>Mendapatkan Masukan dan Data Pelanggan dengan Lebih Efektif<\/b><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Menurut polling dari SurveyMonkey<sup class=\"wab-note\" data-title=\"\u201cMasukan Pelanggan 2021\u201d SurveyMonkey, 2021\">5<\/sup>, 85% konsumen mengatakan bahwa penting untuk bisa berbagi masukan dengan perusahaan. Polling ini juga menemukan bahwa 61% pelanggan mempercayai bahwa perusahaan akan menindaklanjuti masukan yang mereka berikan.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Masukan tidak hanya berharga karena pelanggan ingin membagikan pendapat mereka. Masukan membantu Anda mengukur perasaan pelanggan agar merek Anda berkesempatan menanggapi secara proaktif dan mengatasi masalah.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Aplikasi perpesanan sangat cocok untuk mengumpulkan masukan instan tentang pembelian terbaru atau kualitas sesi dukungan yang disediakan. Anda bisa menawarkan tanggapan &#8220;jempol ke atas\/jempol ke bawah&#8221; atau &#8220;emoji sedih\/netral\/senang&#8221; untuk mendapatkan masukan langsung setelah berbagai interaksi pelanggan.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Chatbot juga bisa digunakan untuk mengirim, menerima, dan menganalisis survei pelanggan yang lebih terperinci langsung dari aplikasi pengiriman pesan Anda. Para pemimpin bisnis yang mengikuti polling dalam studi terbaru Forrester mengatakan bahwa rasio terbuka untuk komunikasi yang dikirim melalui solusi Berkirim Pesan Bisnis Meta secara konsisten lebih tinggi dibandingkan dengan email, telepon, dan SMS<sup class=\"wab-note\" data-title=\"Studi yang diprakarsai dan dilakukan oleh Forrester Consulting atas nama Meta, Mei 2022, n=240\">6<\/sup>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Beberapa mitra kami, termasuk Landbot, berhasil menerapkan chatbot untuk mengumpulkan masukan pelanggan melalui Whatsapp<sup class=\"wab-note\" data-title=\"\u201cWhatsApp Integration\u201d Landbot\">7<\/sup>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img data-dominant-color=\"756b65\" data-has-transparency=\"false\" style=\"--dominant-color: #756b65;\" loading=\"lazy\" decoding=\"async\" width=\"842\" height=\"474\" class=\"wp-image-658 not-transparent\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-3-842x474-8-.jpg\" alt=\"Dua orang berdiri di dapur, keduanya melihat ponsel seseorang\" srcset=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-3-842x474-8-.jpg 842w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-3-842x474-8-.jpg?resize=300,169 300w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-3-842x474-8-.jpg?resize=768,432 768w\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" \/><\/figure>\n\n\n\n<h2 id=\"menawarkan-rekomendasi-produk-yang-dipersonalisasi\" class=\"wp-block-heading\"><b>Menawarkan Rekomendasi Produk yang Dipersonalisasi<\/b><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Pelanggan menginginkan penawaran yang dipersonalisasi dan bersedia memberikan data yang Anda perlukan agar Anda bisa menawarkan secara proaktif.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Menurut Spectrm<sup class=\"wab-note\" data-title=\"\u201cKeadaan Perdagangan Percakapan Sosial 2022\u201d Spectrm, 2022\">8<\/sup>, lebih dari tiga perempat pelanggan merasa nyaman membagikan preferensi produk mereka dengan brand secara aman untuk mendapatkan pengalaman yang lebih personal.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Aplikasi pengiriman pesan adalah saluran yang sempurna untuk menyampaikan rekomendasi ini kepada pelanggan. <a href=\"https:\/\/faq.whatsapp.com\/405903568419894\/?locale=en_US\" data-creative-detail=\"WhatsApp_FAQ_Link\" data-creative-type=\"link\" data-ms=\"{&quot;creative&quot;:&quot;link&quot;,&quot;creative_detail&quot;:&quot;WhatsApp_FAQ_Link&quot;}\">Tautkan katalog produk<\/a> ke aplikasi berkirim pesan Anda dan gunakan chatbot AI untuk memberi rekomendasi berdasarkan:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><b>Riwayat pembelian. <\/b>Berikan rekomendasi &#8220;sering dibeli bersama&#8221; berdasarkan pembelian terbaru dan kesamaan produk.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><b>Pola penelusuran. <\/b>Kirimkan pengingat dan diskon berkala untuk produk yang baru saja dilihat pelanggan agar mereka berinteraksi kembali.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Mitra kami Vizury<sup class=\"wab-note\" data-title=\"\u201cA Complete Guide to Product Recommendations on WhatsApp\u201d Vizury, 2022\">9<\/sup> berhasil meraih sukses besar menggunakan chatbot berbasis AI percakapan via WhatsApp untuk mendorong rekomendasi produk dan upaya upselling.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img data-dominant-color=\"c2bbb5\" data-has-transparency=\"false\" style=\"--dominant-color: #c2bbb5;\" loading=\"lazy\" decoding=\"async\" width=\"842\" height=\"474\" class=\"wp-image-695 not-transparent\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-4-842x474-7-.jpg\" alt=\"Orang duduk di sofa sambil membaca pesan melalui WhatsApp\" srcset=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-4-842x474-7-.jpg 842w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-4-842x474-7-.jpg?resize=300,169 300w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-4-842x474-7-.jpg?resize=768,432 768w\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" \/><\/figure>\n\n\n\n<h2 id=\"otomatisasi-layanan-mandiri\" class=\"wp-block-heading\"><b>Otomatisasi Layanan Mandiri<\/b><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Layanan mandiri adalah bagian penting dari layanan pelanggan proaktif. Jika Anda telah melakukan persiapan sebelumnya untuk mengidentifikasi dan membuat sumber informasi yang menjawab pertanyaan umum dan mengatasi masalah, pelanggan tidak perlu menghubungi tim dukungan.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Menurut laporan Tren Pengalaman Pelanggan 2022 dari Zendesk<sup class=\"wab-note\" data-title=\"\u201cLaporan Tren Pengalaman Pelanggan 2022\u201d Zendesk, 2022\">10<\/sup>, 70% pelanggan berharap \u201cmemiliki portal layanan mandiri atau konten yang tersedia bagi mereka.\u201d Laporan Deconstructing Delight dari Freshworks<sup class=\"wab-note\" data-title=\"\u201cDeconstructing Delight\u201d Freshworks, 2021\">11<\/sup> menemukan bahwa 61% konsumen mengatakan mereka mengagumi perusahaan yang menggunakan perpaduan layanan mandiri dan manusia yang cerdas.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Namun, bagaimana Anda membantu pelanggan menemukan opsi layanan mandiri merek Anda? Chatbot bisa mengarahkan pelanggan ke sumber informasi ini.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Merek dapat menautkan aplikasi berkirim pesan ke portal layanan mandiri mereka, sehingga chatbot AI bisa mengarahkan pelanggan ke sumber daya layanan mandiri, seperti artikel pusat bantuan dan halaman Pertanyaan Umum, berdasarkan kata-kata yang digunakan pelanggan dalam obrolan.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Mitra kami di Zendesk memberikan contoh bagus tentang bagaimana WhatsApp bisa berintegrasi secara mulus dengan chatbot yang cerdas dan berpusat pada dukungan pelanggan<sup class=\"wab-note\" data-title=\"\u201cWhatsApp for Business\u201d Zendesk, 2021\">12<\/sup>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img data-dominant-color=\"554d3e\" data-has-transparency=\"false\" style=\"--dominant-color: #554d3e;\" loading=\"lazy\" decoding=\"async\" width=\"842\" height=\"474\" class=\"wp-image-718 not-transparent\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-5-842x474-3-.jpg\" alt=\"Orang duduk di lapangan bersama anjing bulldog sambil membaca pesan merek melalui WhatsApp\" srcset=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-5-842x474-3-.jpg 842w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-5-842x474-3-.jpg?resize=300,169 300w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-5-842x474-3-.jpg?resize=768,432 768w\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" \/><\/figure>\n\n\n\n<h2 id=\"pelanggan-lebih-suka-berinteraksi-dengan-merek-melalui-aplikasi-berkirim-pesan\" class=\"wp-block-heading\"><b>Pelanggan Lebih Suka Berinteraksi dengan Merek Melalui Aplikasi Berkirim Pesan<\/b><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Prinsip utama layanan pelanggan proaktif adalah memberi pelanggan apa yang mereka inginkan, dan mereka ingin mengobrol dengan Anda melalui aplikasi berkirim pesan. Laporan Spectrm tahun 2022 menemukan bahwa sebagian besar pelanggan lebih memilih berkirim pesan daripada panggilan telepon dan email, dan hampir tiga perempat mengatakan bahwa pengalaman mereka saat berkirim pesan dengan brand telah berdampak positif.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Apa tempat yang lebih baik untuk berinteraksi dengan pelanggan dan menawarkan layanan proaktif dibandingkan WhatsApp? Ini adalah salah satu aplikasi berkirim pesan global yang paling populer, dengan miliaran pengguna aktif di seluruh dunia.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pelajari selengkapnya tentang bagaimana <a href=\"https:\/\/whatsappbusiness.com\/id\/products\/business-platform\/\" data-creative-detail=\"BusinessWhatsApp_BusinessPlatform_Link\" data-creative-type=\"link\" data-ms=\"{&quot;creative&quot;:&quot;link&quot;,&quot;creative_detail&quot;:&quot;BusinessWhatsApp_BusinessPlatform_Link&quot;}\">Platform WhatsApp Business<\/a> bisa mendorong misi perusahaan Anda untuk menawarkan layanan pelanggan yang dinamis dan proaktif.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Pelajari tentang layanan pelanggan proaktif dan bagaimana aplikasi berkirim pesan bisa digunakan untuk membantu mengantisipasi kebutuhan pelanggan dan memenuhinya secara proaktif.<\/p>\n","protected":false},"author":23,"featured_media":9343,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[283],"tags":[],"class_list":["post-9342","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-pelanggan"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Bagaimana Berkirim Pesan Membantu Memberikan Layanan Pelanggan Proaktif | WhatsApp for Business<\/title>\n<meta name=\"description\" content=\"Pelajari tentang layanan pelanggan proaktif dan bagaimana aplikasi berkirim pesan bisa digunakan untuk membantu mengantisipasi kebutuhan pelanggan dan memenuhinya secara proaktif.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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