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Welcoming National Customer Day 2023, take a peek at Customer Experience Innovation at Tokopedia Care

06 October 2023

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Welcoming National Customer Day 2023, take a peek at Customer Experience Innovation at Tokopedia Care

Yogyakarta, 31 August 2023 – In the experience economy era, consumers no longer only want goods or services but also impressive experiences. Maximizing added value to customer experience is very important.

"Tokopedia, as an Indonesian technology company, strives to provide the best experience for customers through Tokopedia Care, a customer service center that is 100% digital-based and available 24/7 through various channels so that customer questions can be answered quickly, precisely, and transparently," said the Senior Vice President of Sales, Operations, and Product Tokopedia, Rudy Dalimunthe.

Rudy added, "Tokopedia Care combines three elements in providing the best customer experience: (1) human touch through the Customer First Squad or CFS team, (2) technology, and (3) voice of customer by considering feedback from customers."

List of customer experience innovations at Tokopedia Care

People can now access Tokopedia in 99% of sub-districts in Indonesia. Tokopedia customers also include buyers and sellers. To continue providing the best experience for customers, thousands of Nakama at Tokopedia, including CFS, have created various innovations in customer experience.

"For example, through service-based management, the path for handling customer inquiries is now adjusted based on topic so that the solutions offered by Tokopedia Care can be more accurate and the customer experience is personalized, providing an experience that is more suited to each customer's needs," explained Rudy.

Rudy added, "Tokopedia Care also invests in artificial intelligence (AI) and automation, for example through TANYA (Tokopedia Care's virtual assistant), to improve the quality and efficiency of our customer experience. We also develop a real-time customer engagement hub to monitor internal activities and external sentiment (for example on social media) in real-time.”

In addition to accommodating buyers, Tokopedia is also home to more than 14 million sellers, and almost 100% are local MSMEs, which support more than 60% of the national GDP. This encourages Tokopedia, through Tokopedia Care, to always provide added value to sellers to help their growth and development.

This is done by providing a high-end service experience, which includes (1) interaction in the application, namely curating help articles specifically designed for sellers, (2) low-touch communication, a digital-based customer experience system, and (3) high-touch communication, communication via Relationship Manager (RM) and CFS.

"Thanks to a series of innovations that we have carried out, Tokopedia Care has successfully provided solutions for customers faster, more precisely, and efficiently. CFS productivity is also increasing. This can also support Tokopedia's big mission to create digital economic equality in Indonesia," concluded Rudy.

Hyperlocal Tokopedia encourages the growth and development of entrepreneurs in Indonesia

In addition to Tokopedia Care, Tokopedia also provides the Hyperlocal Tokopedia initiative so entrepreneurs in all regions of Indonesia have the same opportunity to create business opportunities through technology. This aligns with GoTo's Three Zeroes ESG commitment, Zero Barriers, which aims to help entrepreneurs develop opportunities without obstacles through the GoTo ecosystem, including Tokopedia.

Hyperlocal Tokopedia applies geo-tagging technology and aims to bring sellers and buyers closer wherever they are. Hyperlocal Tokopedia has various manifestations, such as Kumpulan Toko Pilihan (KTP) and Dilayani Tokopedia.

Hyperlocal Tokopedia has had a positive economic impact. The average percentage of economic growth in cities with Hyperlocal Tokopedia is higher at 2.78%, compared to cities without Hyperlocal Tokopedia, which is recorded at 1.26%.

Since starting over 14 years ago, Tokopedia currently has over 14 million sellers, and almost 100% are MSMEs. Through Tokopedia, they market more than 1.8 billion registered products to the public in 99% of sub-districts in Indonesia.

Tokopedia's Hyperlocal Initiative encourages the growth and development of entrepreneurs in Indonesia. Larissa Aesthetic Center and Bakpia Kukus Tugu Jogja. are local brands that have built their business with Tokopedia. Since joining Tokopedia and participating in various campaigns, such as the Hyperlocal derivative KTP, the business growth of Larissa Aesthetic Center and Bakpia Kukus Tugu Jogja has accelerated. (The stories of these two entrepreneurs can be seen in the attachment.)

Hyperlocal Tokopedia increases sales of beauty and personal care products by 9 times

In addition to helping local entrepreneurs start and build businesses, Hyperlocal Tokopedia also makes it easier for people in all regions of Indonesia to access a wider selection of necessary products faster and more efficiently. Hyperlocal Tokopedia has also pushed online shopping trends among Indonesians.

Tokopedia's internal data recorded that daily necessities or groceries (such as food and drinks and beauty and personal care), household, fashion, electronics, sports, and hobbies have become among the best-selling product categories over the past year.

In the food and beverage product category on Tokopedia, food hampers (pastries, chocolate, fruit), carrots, and sticky rice are some of the best-selling products throughout the first semester of 2023 compared to the second semester of 2022, with an average increase in transactions of almost two times.

In the beauty and personal care product category on Tokopedia, beauty supplements, hair foam, and sunblock are some of the best-selling products throughout the first semester of 2023 compared to the second semester of 2022, with an average increase in transactions of nine times.

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APPENDIX - SELLER'S STORY

Yogyakarta local brand on Tokopedia, Larissa Aesthetic Center, carries the back-to-nature concept

R. Ngt. Poedji Lirnawati founded Larissa Beauty Salon, which later developed into Larissa Aesthetic Center. This local Yogyakarta brand offers various products and services for facial and body skincare and hair care. "The name Larissa is taken from Latin, which means shining or bright," said Caecilia Ruli, General Manager of Larissa Aesthetic Center.

Photo 2: Larissa Aesthetic Center, a local Yogyakarta brand and seller on Tokopedia, participated in a media workshop on Thursday (31/08/2023) in Yogyakarta.

Larissa Aesthetic Center carries the back-to-nature concept in its beauty and natural care products. "We use natural ingredients like fruit, vegetables, and roots combined with high technology to create safe and affordable products. We work with local farmers and suppliers who meet specific standards from various regions, such as Yogyakarta, Bali, Kupang, and those around the Larissa Aesthetic Center," explained Caecilia.

Larissa Aesthetic Center follows environmentally friendly practices in its business by managing liquid and solid waste in accordance with Environmental Management Efforts and Environmental Monitoring Efforts (UKL-UPL).

Larissa Aesthetic Center joined Tokopedia in 2018. "Joining Tokopedia was a turning point for us, especially during the 2020 pandemic when people couldn't go out to access Larissa Aesthetic Center products or services and started switching to online platforms, such as Tokopedia,” said Caecilia.

“Since joining Tokopedia, Larissa Aesthetic Center has received various benefits. Starting from sales that continue to increase, easier to educate buyers about the product, and expanding our market reach to all corners of Indonesia," added Caecilia.

Yogyakarta local brand on Tokopedia 'Bakpia Kukus Tugu Jogja' grows with MSMEs

Anggara Jati and Rizka Wahyu Romadhona founded Bakpia Kukus Tugu Jogja in 2017. "Anggara and Rizka wanted to create a different bakpia product by combining modern concepts while prioritizing cultural values and local uniqueness," explained Nurul Akbar, Senior Brand Manager of Bakpia Kukus Tugu Jogja.

Photo 3: Bakpia Kukus Tugu Jogja, a local Yogyakarta brand and seller on Tokopedia that empowers MSMEs to grow together, participated in a media workshop on Wednesday (30/08/2023) in Yogyakarta.

"Bakpia Kukus Tugu Jogja always chooses the best raw materials for its products. All the materials we use come from local producers, specifically in Yogyakarta. It is this combination of the secret recipe and the best ingredients that produce the distinctive taste of Bakpia Kukus Tugu Jogja," added Akbar.

Bakpia Kukus Tugu Jogja also aims to empower the community by opening jobs in the surrounding areas. "To date, Bakpia Kukus Tugu Jogja has provided over 700 types of products from MSME partners in our various stores," said Akbar.

Bakpia Kukus Tugu Jogja joined Tokopedia in 2020. "To continue to grow, we have to be present on many channels used by the public. We joined Tokopedia to reach more customers throughout Indonesia by utilizing various campaigns such as Waktu Indonesia Belanja (WIB), KTP, and Kejar Diskon, as well as marketing features such as TopAds," explained Akbar.

Since joining Tokopedia, Bakpia Kukus Tugu Jogja has received numerous benefits, including increased brand awareness throughout Indonesia and continuously soaring sales.

***

About Tokopedia

Tokopedia, as an Indonesian technology company, has a mission to democratize commerce through technology. Tokopedia’s vision is to build a Super Ecosystem where anyone can start and discover anything. To this day, Tokopedia has empowered millions of merchants and users across the marketplace and digital goods, financial technology and payment, logistics and fulfillment, including Mitra Tokopedia. Tokopedia is part of the GoTo Group, the largest digital ecosystem in Indonesia, consisting of Gojek, Tokopedia and GoTo Financial.

Media Contact

Tokopedia PR Team | pr@tokopedia.com

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