scholarly journals Perancangan Komunikasi Visual Desain Website “Muggle Division” Menggunakan Kaidah UI & UX

2020 ◽  
Vol 4 (1) ◽  
pp. 567-577
Author(s):  
Gilang Endra Prastowo ◽  
Dian Prajarini
Keyword(s):  
Social Media ◽  
Customer Service ◽  
User Experience ◽  
Payment System ◽  
Self Service ◽  
Clear Information

"Muggle Division" is engaged in convection production services,founded 5 years ago, so far using Instagram promotion media.However, when social media cannot provide clear and completeinformation, problems arise such as when consumers are about toorder and have to wait for customer service to respond for quite along time. Therefore we need media to answer these obstacles,namely the website, to provide more complete, clear information andorder input services without having to wait for customer serviceresponses. This study aims to design a "Muggle Division" websiteequipped with a self-service order feature. The user experiencedesign method used is the five planes user experience elementsmethod followed by writing HTML, CSS, and Javascript tags. Theresult of the design is a "Muggle Division" website with UI and UXrules. The use of UI methods includes color, layout, typography,whitespace, icons, and animation. The use of the UX method is in thestep by the step payment system and page login which provides theoption of page register for visitors who are not yet a member of the"Muggle Division".

scholarly journals DEVELOPMENT OF THE PAYMENT SYSTEM OF KAZAKHSTAN IN THE CONTEXT OF FINANCIAL GLOBALIZATION

2020 ◽  
Author(s):  
С.Ж. Есенгельдинова ◽  
Т.М. Усенбаев ◽  
С.О. Бозшагулова ◽  
S. Yessengeldinova ◽  
T. Ussenbayev ◽  
...  
Keyword(s):  
Customer Service ◽  
Technology Development ◽  
Payment System ◽  
National Standard ◽  
Public Confidence ◽  
Home Office ◽  
Clearing System ◽  
Self Service ◽  
Money Transfers ◽  
The Stability

В статье отмечается, что на сегодняшний день в условиях глобальных компьютерных телекоммуникационных сетей и технологий развитие платежной системы имеет ключевое значение для обеспечения стабильности финансовой системы страны, эффективного обслуживания и доверия населения к новым продуктам. Авторами статьи рассмотрены вопросы развития технологии электронного банковского обслуживания, в условиях конкурентной борьбы требующие от банков оперативной, безопасной и удобной системы в возможности самообслуживания клиентов из дома, офиса или мультимедийного киоска, эффективного мониторинга в повышении качества обслуживания клиентов. В статье указано, что при стремительном росте безналичных операций важной проблемой остается необходимость реализации программы развития национальной платежной системы Казахстана (НСП). Авторами проведен анализ основных индикаторов платежного рынка, показаны количество функционирующих платежных систем в Казахстане и его участники. Определены количество и суммы транзакций, проведенных через Межбанковскую систему переводов денег (МСПД) и Систему межбанковского клиринга (СМК), денежные переводы из РК за рубеж за последние годы. В статье авторами предложены рекомендации развития платежной системы: реализация программы развития национальной платежной системы Казахстана (НПС), необходимость разработки национального стандарта работы системы, сертификация всех банкоматов и POS-терминалов, криптографическая защита каналов связи, внедрение инноваций, включая бесконтактные платежи с применением банковских карт и технологии NFC, развития интернет-торговли. The article notes that today, in the context of global computer telecommunications networks and technologies, the development of the payment system is of key importance for ensuring the stability of the country's financial system, effective service and public confidence in new products. The authors of the article consider the development of e-banking technology, which in a competitive environment requires banks to have an operational, safe and convenient system for self-service of customers from home, office or multimedia kiosk, effective monitoring in improving the quality of customer service. The article indicates that with the rapid growth of non-cash transactions, an important problem remains in the need to implement the program for the development of the national payment system of Kazakhstan (NPS). The authors analyzed the main indicators of the payment market, showed the number of functioning payment systems in Kazakhstan and its participants. The number and amounts of transactions conducted through the Interbank money transfer system (IMTS) and the interbank clearing system (ICS), money transfers from Kazakhstan abroad in recent years are determined. In the article, the authors offer recommendations for the development of the payment system: implementation of the program for the development of the national payment system of Kazakhstan (NPS), the need to develop a national standard for the system, certification of all ATMs and POS terminals, cryptographic protection of communication channels, introduction of innovations, including contactless payments using Bank cards and NFC technology, development of Internet Commerce.

The Use of Social Media by the Botswana Government and Governance of Liquid Communication

Mousaion ◽  
2019 ◽  
Vol 37 (1) ◽  
Author(s):  
Tshepho Lydia Mosweu
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Community Involvement ◽  
Media Content ◽  
Service Access ◽  
Communication Tool ◽  
African Countries ◽  
The World ◽  
The Government ◽  
Use Of Social Media

Social media as a communication tool has enabled governments around the world to interact with citizens for customer service, access to information and to direct community involvement needs. The trends around the world show recognition by governments that social media content may constitute records and should be managed accordingly. The literature shows that governments and organisations in other countries, particularly in Europe, have social media policies and strategies to guide the management of social media content, but there is less evidence among African countries. Thus the purpose of this paper is to examine the extent of usage of social media by the Botswana government in order to determine the necessity for the governance of liquid communication. Liquid communication here refers to the type of communication that goes easily back and forth between participants involved through social media. The ARMA principle of availability requires that where there is information governance, an organisation shall maintain its information assets in a manner that ensures their timely, efficient and accurate retrieval. The study adopted a qualitative case study approach where data were collected through documentary reviews and interviews among purposively selected employees of the Botswana government. This study revealed that the Botswana government has been actively using social media platforms to interact with its citizens since 2011 for increased access, usage and awareness of services offered by the government. Nonetheless, the study revealed that the government had no official documentation on the use of social media, and policies and strategies that dealt with the governance of liquid communication. This study recommends the governance of liquid communication to ensure timely, efficient and accurate retrieval when needed for business purposes.

scholarly journals Investigating the user experience of customer service chatbot interaction: a framework for qualitative analysis of chatbot dialogues

2021 ◽  
Vol 6 (1) ◽  
Author(s):  
Asbjørn Følstad ◽  
Cameron Taylor
Keyword(s):  
Qualitative Analysis ◽  
Customer Service ◽  
User Experience ◽  
Practical Relevance ◽  
Interaction Patterns ◽  
Case Examples ◽  
Key Drivers ◽  
Future Work ◽  
Practical Implications ◽  
Insight Into

AbstractThe uptake of chatbots for customer service depends on the user experience. For such chatbots, user experience in particular concerns whether the user is provided relevant answers to their queries and the chatbot interaction brings them closer to resolving their problem. Dialogue data from interactions between users and chatbots represents a potentially valuable source of insight into user experience. However, there is a need for knowledge of how to make use of these data. Motivated by this, we present a framework for qualitative analysis of chatbot dialogues in the customer service domain. The framework has been developed across several studies involving two chatbots for customer service, in collaboration with the chatbot hosts. We present the framework and illustrate its application with insights from three case examples. Through the case findings, we show how the framework may provide insight into key drivers of user experience, including response relevance and dialogue helpfulness (Case 1), insight to drive chatbot improvement in practice (Case 2), and insight of theoretical and practical relevance for understanding chatbot user types and interaction patterns (Case 3). On the basis of the findings, we discuss the strengths and limitations of the framework, its theoretical and practical implications, and directions for future work.

Customer Experience: Extracting Topics From Tweets

2021 ◽  
pp. 147078532110475
Author(s):  
Manit Mishra
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Online Shopping ◽  
Customer Experience ◽  
Process Failure ◽  
Shopping Experience ◽  
Social Media Platforms ◽  
Media Platform ◽  
Moments Of Truth

The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.

scholarly journals Strategi Komunikasi Interaktif Ciewie Batik

2018 ◽  
Vol 7 (1) ◽  
pp. 108-120
Author(s):  
Marsudi Marsudi
Keyword(s):  
Social Media ◽  
Qualitative Methods ◽  
Customer Service ◽  
International Markets ◽  
Communication Strategy ◽  
Interactive Communication ◽  
Customer Complaints ◽  
Positive Image ◽  
Android Applications ◽  
Descriptive Qualitative

To improve a company's positive image and reputation, Ciewie Batik attempts to develop interactive communication to consumers, both online and offline. This study discusses the strategies and forms of interactive communication that Ciewie Batik uses to run its business in an effort to penetrate domestic, national, and international markets. Using descriptive qualitative methods, this study has found that in order to maximize customer service and promotion, and in an effort to foster value from innovation, Ciewie Batik's interactive communication strategy is to integrate social media and Android applications and actively recruit web-resellers. For example by intensifying customer complaints and inquiries in an express manner. Additionally, by cons–tantly updating Ciewie Batik's website, increasing Facebook Fanpage, and actively recruiting web-reseller.

scholarly journals Perlindungan Hukum Bagi Konsumen atas Penjualan Produk Obrak Online

2021 ◽  
Vol 2 (2) ◽  
pp. 388-393
Author(s):  
Dewa Gede Widya Swastika ◽  
Anak Agung Sagung Laksmi Dewi ◽  
Luh Putu Suryani
Keyword(s):  
Social Media ◽  
Developing Country ◽  
Free Trade ◽  
Consumer Protection ◽  
Legal Protection ◽  
Responsible Attitude ◽  
Clear Information ◽  
Lack Of Knowledge

Indonesia is a developing country which one of the aspects that greatly influence its development is in the field of economy, in this case covering the field of trade. The existence of free trade is not little among businesses conducting unhealthy competition, especially for traded products. This research discusses two problem namely first, how the legal protection for consumers against the sale of online sale products without clear information and secondly, how are business actors responsible for consumers who experience losses due to online sale product purchases. Normative research is a type of research used in this study using a statutory approach. With this phenomenon it is impossible for people to be separated from the influence of business and as a consequence, society is the consumer who is the target of the producers. the lack of knowledge of the consumer community regarding their rights and obligations, it is necessary to further socialize the various provisions in Law Number 8 of 1999 concerning Consumer Protection. So that it is hoped that it can increase awareness, knowledge and independence of consumers to protect their interests, which in turn can foster an honest and responsible attitude of business actors, especially in terms of selling products through social media or online.

scholarly journals JAX, THE ARCHITECTURE: Designing a Chatboat Architecture to Reduce Ajax Fancare’s Logistical Problem and Enhance Fan Experience

Nirmana ◽  
2021 ◽  
Vol 18 (2) ◽  
pp. 51-65
Author(s):  
Steven Limandjaja
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Research Design ◽  
Future Development ◽  
Research Question ◽  
Main Question ◽  
Digital Society ◽  
Live Chat ◽  
Logistical Problem

This paper is the documentation of a graduation internship at Digital Society School (DSS) in which they teamed up with Ajax Fancare to solve their logistical problem and enhance the fan experience. Ajax Fancare is facing a logistical problem in manually answering every fan’s question via calls, emails, social media, or live chat. They believe that chatbot is the solution to this problem. The goal of this project is to research, design, and prototype a chatbot that could tackle the logistical problem and enhance the fan experience. The deliverable is a chatbot prototype and architecture in which Ajax Fancare could build upon for their future customer service chatbot. The main question of the research is answered by the chatbot architecture: Jax the Architecture, a conversational tree of all the possible interactions between a user and the chatbot. The final chatbot architecture answers the research question by mapping together the main elements of the chatbot such as the information fans needed from Ajax Fancare and additional features that create a new and inclusive experience. The prototypes and final chatbot architecture are ready to be tested for further research and serve as a cornerstone for future development of the Ajax Fancare chatbot.

Sign in / Sign up

Export Citation Format

Share Document