Youtube daily May 4 2018

Assalamu'alaikum warahmatullahi wabarakatuh

In this session, I am going to talk about service excellent at GoJek

A lot of people assume GoJek as an application company

Here, I want to rectify that. GoJek since 2010 is a call center company

At that time, we start in a small garage at Kerinci street

Start from 2015 until now, we became an application company

Our technology is growing

Originally, it is Manual Dispatch 1.0

It is a call center system that could receive a phone call from customer and call the driver

Finally, at 2016, we develop into an application company

Service Team

Is GoJek has a customer service?

Yes, we have 3 segments. Consumer, Driver and Merchants

All of segments have a call center, email, and in-app help

For Consumer, it has social media

For Driver, it has walk-in center. Why?

For your information, most of our driver still believe in the offline system

So, we need to serve them offline

Service team in numbers

1 centralized online support site at Plaza City view 3rd floor

So compare with other speakers. I came from the farthest

50 walk in center locations nationwide

300K engagement score daily

Whereas 99.7% of it is a self service score

50K tickets daily

20% of tickets are solved by machine or engine

Service level, first reply time, satisfaction score are above 90%

The First Material. How GoJek develop its service culture?

The answer is. Its already in our DNA

There are 3 core value that we beleived

Speed, Innovation and Social Impact

What social impact means?

GoJek was born to give social impact

Perhaps... recently, most of you read an article in Kompas that said GoJek has a role in reducing unemployment

We could increase income and quality of life of our drivers and merchants

Increase volume of transactions of GoFood merchant that considered as Small Medium Enterprise

And also improve our consumers' quality of life

People in Jakarta used to have a habit of going to lunch with their office-mate at 11.30 a.m by taxi and back at 02.00 p.m

But now, the habit were changed

At 11.30 a.m they will open GoJek apps and order GoFood

At 12.00 p.m the food will be delivered to the office receptionist. They can eat the food at the office

That is what we called quality of life

What is the relations between social impact and service culture?

One of GoJek's main foundation is social impact

All employees must have an emphaty towards our customer

Which is mainly drivers and merchants

All employees are expected to create something to improve our customer experience

It is not only the job of services

For example, a programmer. As the coder, every code, line code or coding that they make must aim to improve our customer experience

It is the starting point, how we build the service culture

What would we do?

Recently, we do structure

We rolling a new employee

2 days in recruitment driver

2 days in CS

2 days in inventory

Its aim to build an empathy

Because culture will grow when people have an empathy

The second material

How technology help our service team in GoJek

Without technology, we will not be scalable

this is the simple and concrete explanation in math equation

The Number of customers need help event divided by the number of transaction

Multiplied by the number of tickets divided by the number of customers need help event

Multiplied by the number of tickets handled by agent divided by ticket

Multiplied by the numbers of agents divided by the number of tickets handled by agent

It is complicated, isn't it?

Ok, we simplify one by one

What is the first equation mean? Need help event divided by transactions

It is to minimize reasons why customers needs to reach service team

If it is inquiries

Do customer could discover information in the apps?

Do we provide sufficient information in the apps?

Does UX user friendly?

If it is complaint

What is the root cause?

Why is it happening

Can it be fixed permanently?

How to prevent it from happening again?

In my opinion, this is the biggest value in service team

Customer service is not only the unit that serves a customer, answers complaints, and customer retention

But, the biggest value of customer service is to improve customer experience

Second, ticket divided by need help event

What is that mean?

Eventhough customer need to contact us

Is it possible to minimize the reason customer to create a ticket for us?

Is it possible to make our customer do self-serve?

The questions is...

Do we provide an alternative beside call center, channel email or chat?

Do we build customer behavior to be self-served?

Do we give them anticipation if there is a downtime?

If we do not, so it is reasonable if there is a complaint

Third, ticket handled by agent divided by ticket

Eventhough it becomes a ticket. In the end, how to minimize human effort

And to maximize machine learning and AI to replace an agent resolving simple and repeated issues

There are questions that must be answered

Do we have pareto of ticket type?

What kind of ticket type that could be resolved without agent intervention?

Could it be automated?

How is the impact in customer satisfaction if it is automated

Is it going to worse or better?

The last, the number of agents divided by ticket handled by agent

What is the point?

Maximize agent's productivity

What prevents them to be more productive?

How to maximize the variance of agents average handling time?

Which one work best, group of specialists or one group of multi skill agents?

How to minimize idle time?

Of course the implementation in GoJek will be different with other company

And the answer will be different as well

But more or less, the formula will be like this

There are 4 equations

We could simplify it like the math in our high school. Equation with the same symbol could eliminate each other

So the result, number of agents divided by transactions

In other words, number of agents growth is not proportional to the number of transactions growth

Or... in the contrary

Numbers of transactions growth are much better than number of agents growth

That is all from me

Hopefully it is useful. Assalamu'alaikum warahmatullahi wabarakatuh

For more infomation >> Becquini Akbar - Customer Service Culture in GO-JEK | BukaTalks - Duration: 10:35.

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First Order Heavy Assault Walker by LEGO Star Wars (30497) - Duration: 1:10.

Hey everyone!

JAYSTEPHER with First Order Heavy Assault Walker

bu Lego Star Wars.

Set number 30497.

Contains 54 pieces.

Recommended building ages are 6 through 12.

Here we have a micro build of an Assault Walker.

This build does have some unique parts.

So the legs and the head do move.

That's pretty much what it does.

Not a lot of parts to build any other mocs,

but this will be perfect for any Lego Star Wars collector.

Thank you for watching!

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Cask nr 1 High Hopes - Duration: 4:04.

High Hopes is a cynical view I have on the high expectations,

and often noble expectations, that people can have of the world around them or themselves.

At the time that we were writing this song this was a subject that was in my mind a lot.

So I tried to put it down in words and I think it worked out well.

Léon and I made the musical part of the song. At first

we tried to figure the song out ourselves But eventually we called the help of

Femke Weidema. Femke is a producer and singer-songwriter who's

also Dutch, she's living and working in Nashville

in the USA and she's doing very well.

She even won a 'Latin Grammy' as a songwriter.

We've asked her to help us out with the lyrics. So we had a few Facetime-sessions

while we were in the studio, and she added a lot to the meaning of the song, so she became a co-writer.

Once we were in the studio, High Hopes turned out be harder than we thought. The demo version we made

was good enough to convince the band that this was a good song

for the new album, but some things in the song just weren't clear enough to say that

the writing was fully finished. It even came to a point where our producer

Sander Rozeboom suggested that we just shouldn't

record the song at all.. Well, that didn't sound good either... So that was not gonna happen

on my watch. With the band we chose 13 songs

for this album and when we did, we said "We believe in these 13 songs."

So actually there was only one task: How do we turn the song into a track that does work out for the full 100%

We went to Edwin de Groot. He was

the producer of our album Killing Time from 2010

He works with Marco Borsato as a band-member (bass player) and he does a lot of productions for

Dutch artists. With him we worked on the rhythmical part

and we tried different possibilities but finally we decided:

It was gonna be too far-fetched, we just have to keep it simple, straightforward, and so we chose

the version that's on the album now.

Yes... in the end it was very simple

but effective. And so, for us, High Hopes turned out

to be the surprise of the album

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My Morning Blend: ICKY GREEN JUICE (w/ Michelle at Vitamix Store) - Duration: 7:11.

She's laughing at me.

Aright, hey, it's Lenny Gale, with Life is NOYOKE

We're so excited.

We're at the Vitamix store

with Michelle,

our old friend and, not old, our friend that

we've had for a long time.

And so instead of just making

something today, a green juice, every other juice, I

want to ask the question that I love asking

everyone, and that is

what's in your morning blend?

So, Michelle?

I'm just saying you asked for it.

So that's a common question.

People come in all the time when they get into Vitamix

and they go well what do you make on your Vitamix.

And when we were doing the the demo we usually do the going

green smoothie. And that's a really sweet green smoothie.

Yeah, that's a starter.

Yeah. And I tell them you're not ready for this.

This is advanced level.

You can handle this.

You can handle this.

Well, so what are we making? What you call it?

The girls here at the store call it my icky green juice .

Because it does look kind of icky in the container

and I will admit when I started with this

it was not so easy.

I kind of used this as like a

like a mid-morning

or early afternoon bridge and then I eat lunch a little bit later.

It's my little boost.

But anyways there's not a lot of sweet in here.

OK. That's great.

You know your taste buds evolve.

Exactly. You don't need as much sweet.

Well that's what I said with the Going Green Smoothie, the one

that we demo in the store it's like you just

kind of start easing back on that

and omitting what, you know, first you use

half of one of the fruits

and eventually you can get to something that is more

vegetable-based.

Sure. It's just a matter of letting your palate adjust.

Yes.

So are you ready.

I'm ready.

Icky green Icky green juice. Here we go.

All right.

I use almond milk

in my smoothies just because I think it helps them

stay emulsified a little bit longer,

and I like the creaminess that it adds.

So liquids down first.

Always always always

liquids first.

And then next comes leafy greens.

I've got about two cups of spinach

and when I'm at home I just take giant handfuls

right out of the bag

and I get just about as much as I can

in there which is,

again, leads to the icky greenness

Always spinach. Do you ever change the green

or just spinach?

I do depending what I have at home.

If I've got romaine lettuce

or a little bit of kale.

I don't do all kale.

Kale is like a stronger thing

and I usually like to blend my greens.

I'm not for everybody

It is strong and when we make

kale salads we let the dressing sit on it

to absorb and soften up a little bit.

Yes. The other thing I'm going to do is juice of half a lemon.

Lemons are a really great

way to kind of wake up your smoothie.

Depending on what

I've got going on at home sometimes I'll use juice

of half of a lemon, sometimes I'll just leave the rhine on

and use a slice of lemon, it just depends.

It just depends.

So for you I did the actual juice of a lemon.

And then obviously anything dense

which in this case is some celery,

some cucumber,

I didn't bother to seed it

or take the skins off.

Sometimes I use an English cucumber,

sometimes a regular one whatever is on hand.

Half a pear. That's my only sugar going into this.

And this also is going to help push everything down.

You got it.

And then my frozen, some ice cubes, just to

cool it down and thicken it up a little bit,

although it's pretty thick on its own.

I went ahead and stopped the program because I know this

was done already.

Alright.

It's really green .

It looks icky.

No, it looks really really good.

I don't know about that.

I can. Thank you.

I can smell the

vegetables.

The celery especially--

The cucumber will come through a lot, too.

Cheers.

We'll have a taste.

You flinched.

No, it's very good.

It's not icky.

It is.

It is rare

vegetable juice. It's a vegetable juice,

it really is,

and it doesn't taste like grass.

No.

It is quite good. It's really really good.

I made it before when I haven't had the lemon.

And the lemon, really,

the lemon is actually, that's a key component,

because otherwise it's almost too celery-y.

Yeah, gotta do lemon.

You could spice it up.

You could do a little jalapeno in here, too, if you like spicy.

Actually that's a great idea.

Yeah yeah.

And I like it. This is not... this is not a treat.

This is not candy.

But you are treating yourself,

your body.

You feel it good afterwards.

Yeah. No really.

It's a good shot, too.

No, really, I feel great.

So this is not your

morning blend per se

but this is your little late morning

or early afternoon blend.

You've got to be awake to have a

thing like this.

I can't do this fist thing in the morning.

It works better for me a little bit later in the day.

But if you were going to make a morning blind

maybe you'd maybe be something a little sweeter?

Maybe.

Yeah, no, it's a cup of coffee.

I have to have a cup of coffee first.

Yeah. That's the oe thing I can't seem to get rid of.

Yeah. Well we do say

that this type of thing can replace

coffee. That feeling of being energized.

Yes absolutely.

I still love the taste of coffee

and having it in the morning even though I don't need it.

I go weeks without it and I'm fine.

I just enjoy life with a little coffee, too.

You can have both, right?

Absolutely.

Have your green juice and eat your coffee, too.

Icky green juice in the morning.

You don't share this with your family,

your kids, right?

My kids cringe when they see it coming out of the blender.

I like it. The only problem is you can't tell the

difference between the look of icky green juice

and a delicious green juice.

Yeah. So we don't want to scare . people

When it comes, for the kids,

too, I always say a slice of beet in there

changes it to purple.

OK. OK.

So if you're trying to get those greens in for your kids I

always do that, too.

Hide the color.

Make it purple.

I'll keep that in mind.

My dad's afraid of green stuff, too.

Alright, Icky Green juice,

Michelle, Vitamix retail store in Solon, Ohio.

Life is NOYOKE. Thank you for watching.

Cheers keep it icky.

We're so excited we're here in Solon, Ohio

at the-- Right?

What's so funny?

No, you're like, we're so excited to be in Solon

We are!

We're thrilled to be here.

She's laughing at me.

For more infomation >> My Morning Blend: ICKY GREEN JUICE (w/ Michelle at Vitamix Store) - Duration: 7:11.

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How To Feed And Scale 300KG Bengal Tiger - Duration: 3:11.

Hello I am Hagai from our wild world and I here with juan again and this

time we will do something very rare first time we gonna scale white Bengal

tiger so he said how much he weight differently last time which was close to

300 and killer so yeah it match the process this time and this time we're

going to scale it! so come on let's get inside the cage John so this is what

we're gonna do we're gonna take one by one target we're gonna put it on the

scale and this monitor will actually tell you exactly what the way it is but

it's charge let's put you on and see how accurate ease and we can see actually

our accurate these so again you can see it's now at 0 kilos so it's yeah now I'm

gonna get up I'm like 83 kilos. alright this is Eli so what bengel tiger and this

is the way that we weigh them there are so many people telling stories about you

get a 400 to 500 kilo and tiger that's not the truth the very way between let's

say if you're lucky 250 to 350 and even that is you know quite a big words for

for Bengal tiger he might leave me talking my leave

you know so guys do you have it what bingo target weight 299 kilograms

just a few interesting facts about a white tiger

they're not called snow Tigers for starters Siberian tigers they designated

from Russia and then the Bengal is from India the Bengal tiger is obviously the

one that's smaller and comes from India and I almost fully extinct many people

say that I don't know where they flee extinct or not and they obviously at the

moment to try new ways and find out how close they are to fully extinction

Bengal tigers are actually a generative gene problem so there is a misconception

about whattaya there is an albino tiger that's not the truth

the only Albina target you'll see you'll recognize from obviously their eyes that

are red and that's a good indication of these albino all other wild tigers are

bred in and that's a sad part of it because they have many many health

problems and they live in captivity there which means they're also bred in

captivity there's nothing special about them except for the fact that I do not

exist in the world they're all never and should never

For more infomation >> How To Feed And Scale 300KG Bengal Tiger - Duration: 3:11.

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Nai

nail polish

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WELCOME TO NOMAN GUJJAR CHANNEL

PLEASE LIKE MY VIDEO AND SUBSCRIBE MY CHANNEL

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