Strategi Komunikasi Customer Care PT Telkom Witel Ridar Dalam Mempertahankan Pelanggan Indihome

Syahputri, Hilda (2022) Strategi Komunikasi Customer Care PT Telkom Witel Ridar Dalam Mempertahankan Pelanggan Indihome. Other thesis, Universitas Islam Riau.

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Abstract

This research was conducted to describe, analyze, and find out how the implementation of the Customer Care PT Telkom Witel Ridar’s Communication Strategy in Retaining Indihome Customers. This study uses a qualitative method, where this method aims to interpret the phenomena that occur with data collection techniques that include interviews, observation and documentation. The data validity technique used in this research is data triangulation technique. In this study, there were 5 informants who were representatives of each part of the Customer Care division of PT Telkom Witel Ridar who directly faced customers and had in-depth experiences. The results of this study indicate that the Customer Care Communication Strategy of PT Telkom Witel Ridar has a different communication strategy in each part of its division. Where the touch point section will receive customer complaints via social media twitter, facebook, My Indihome application, contact 147 who will be contacted again by the touch point, or directly at Plasa Telkom. Meanwhile, the CRM & Leveraging section will contact customers regularly to provide information based on the data they have to remind them of bills. And service assurance that uses telephone and whatsapp to ensure customers get services that are in accordance with what PT Telkom promises and to improve the services currently being enjoyed by customers.

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