formpaypal.gifPekan lalu saya mengunduh dua buah templat blog dari sebuah weblog dan sebagai tanda terimakasih saya ingin memberi donasi beberapa dollar. Tapi saya baru tahu, kalau di formulir PayPal, tempat account si blogger penerima donasi tersebut, tak ada opsi Indonesia untuk pilihan negara. Mungkin kejadian ini sudah lama berlangsung, tapi saya baru tahu sekarang karena baru kali ada urusan beginian di PayPal.

Penyebabnya, apalagi kalau bukan tingkat cyber-fraud yang berasal dari negeri ini masih sangat tinggi. Tapi PayPal mestinya tidak menggeneralisasi semua orang Indonesia sudah nyuri kartu kredit orang di Internet kan? Akhirnya, untuk mengirim donasi pun orang Indonesia tidak bisa. (Sialan juga para pencuri kartu kredit itu… Bikin susah orang aja!).

Mungkin gak ya kita bikin semacam petisi online agar PayPal memasukkan Indonesia dalam daftar negara di formulirnya? Adakah yang mau voluntir membikin petisi ini? Nanti kita dukung rame-rame. Bagaimana pun, sejauh ini PayPay adalah penyedia layanan sistem pembayaran dan penerimaan uang paling oke yang ada di dunia. [G!]

Update 16 Oktober 2006: Finally, PayPal available in Indonesia 

Dukungan Online Konsumen

8, February, 2006

Konsumen adalah raja. Ketika Internet berkembang dan mengubah banyak hal, konsumen makin menjadi raja. Raja Diraja. Ketika seorang konsumen merasa tak puas dengan sebuah produk atau layanan, dengan gampang ia akan berpaling. Semuanya berlangsung cepat.

Dua orang konsultan bisnis, Patricia Moore dan William Moore, dalam bukunya menekankan bahwa konsumen merupakan fokus utama perusahaan dan urat nadi operasi perusahaan. “Bagaimana memahami dan memenuhi harapan-harapan mereka menjadi hal paling krusial untuk mempertahankan sebuah aktivitas bisnis,” demikian tulisnya.

Meski ide-ide yang ada di baliknya tidaklah baru, manajemen hubungan konsumen alias customer relationship management telah menjadi sesuatu yang baru selama beberapa tahun terakhir. Sentuhan teknologi baru membuat metode ini makin mempesona.

“Kami telah melihat pergeseran cukup penting selama beberapa tahun belakangan yang bergerak menuju dukungan online berbasis web dan bukan lagi sekadar kontak telepon,” ujar Michael Anobile, Direktur Eksekutif Localization Industry Standards Association (LISA).

Sayangnya, di Indonesia hal yang kurang memuaskan menyangkut layanan konsumen ini masih sering dijumpai. Sebut saja ketika mengajukan komplain layanan telepon seluler. Ketika kita menghubungi call center, yang hampir selalu didapatkan adalah bahwa kita harus antre cukup lama. Kalaupun tersambung, komplain kita belum tentu terjawab dengan baik.

Tidaklah mengherankan jika soal kualitas dukungan konsumen ini kini menjadi perhatian serius kalangan industri di dunia. Pemberian penghargaan bagi perusahaan-perusahaan besar dunia yang menyediakan dukungan konsumen terbaik oleh Association of Support Professionals dan LISA membuktikan hal itu.

Pekan lalu, Hewlett Packard, misalnya, mengumumkan bahwa dua layanan online yang dikelolanya, yakni situs web HP Customer Care dan IT Resource Center, meraih predikat terbaik di antara 10 situs dukungan web internasional lain yang terpilih.

Mengurusi konsumen memang tak bisa lagi dilakukan secara sambilan atau setengah hati, kecuali mau cepat mati. (Koran Tempo, 5/2/2006)

<!-- @page { size: 8.27in 11.69in; margin: 0.79in } P { margin-bottom: 0.08in } --> </p> <p>SALAH satu primadona ketika teknologi bergerak kian marak adalah makin diminatinya mobile-commerce (m-commerce).</p> <p>Lebih dari satu dekade silam, fungsi telepon seluler baru sebatas komunikasi dua arah, yakni percakapan (voice) dan berbagai variasinya. </p> <p>Namun, dalam perkembangan berikutnya, teknologi nirkabel makin pesat berkaitan dengan ditemukannya teknologi komunikasi dan transfer data seperti SMS dan MMS.</p> </p> <p>Semua itu diperkuat lagi dengan pertumbuhan penggunaan telepon seluler yang cukup tinggi yang sejalan dengan pertumbuhan fitur-fitur baru di ponsel. Apalagi setelah munculnya protokol WAP dan GPRS yang memungkinkan orang bisa mengakses Internet via telepon seluler.</p> <p>Akibat majunya fitur yang ditawarkan oleh operator seluler dan vendor handset, orang langsung berpikir, mengapa e-commerce–yang sudah berjaya di Internet–tidak masuk telepon seluler saja? Meskipun patut dicatat bahwa tidak semua m-commerce berbasis Internet dan tidak semua aplikasi nirkabel bisa dikatakan miniatur Internet.</p> <p>Pada intinya, m-commerce merupakan metode yang kapabel untuk “menjual dan mengirimkan suatu produk yang prosesnya dilakukan secara langsung ke tangan konsumen, di mana saja, melalui teknologi nirkabel” dan “menaruh outlet retail di tangan konsumen–di mana saja”.</p> <p>Lebih dari itu, m-commerce menghapus keterbatasan jarak, batas, dan dinding. Ia juga berarti bahwa “inilah untuk pertama kalinya Anda langsung menjangkau konsumen, tidak harus melewati mesin faksnya, mejanya, sekretarisnya, atau mailbox-nya. Tapi langsung ke konsumen Anda, yang berada di mana saja.”</p> <p>Aplikasi m-commerce yang bisa dibilang berhasil, antara lain pemesanan tiket online (e-ticketing), mesin pembayaran (vending machine payment), transaksi perbankan (m-banking), perdagangan (share trading), layanan buku alamat (address books), dan layanan direktori (directory services). Dalam jangka berikutnya akan mencakup penggunaan peralatan nirkabel untuk pembayaran berbagai produk dan jasa.</p> <p>Bagaimanakah prospek m-commerce ke depan? Dari sisi jumlah pengguna, Ovum Research memperkirakan akan ada 484 juta pengguna hingga 2005.</p> <p>Di Indonesia, layanan m-commerce yang mulai digemari adalah m-banking. Sejumlah bank kini berlomba-lomba menawarkan layanannya kepada para nasabah. Tak perlu harus mampir ke ATM, aktivitas transaksi seperti cek saldo, transfer, pembayaran berbagai tagihan, atau belanja pulsa, sampai aktivasi dan ganti PIN, bisa dilangsungkan melalui perangkat bergerak ini.</p> <p>Namun, diakui jumlah penggunanya masih belum begitu banyak. Terutama jika dilihat dari rasio jumlah pengguna m-banking dibanding jumlah nasabah bank yang memiliki layanan ini.</p> <p>BCA misalnya, sudah sejak tiga tahun lalu memperkenalkan layanan m-banking kepada nasabahnya. Namun, sampai saat ini, layanan ini memang belum begitu populer di kalangan nasabah BCA.</p> <p>Dari total 6,7 juta nasabahnya, hanya 300 ribu yang terdaftar di layanan m-banking. “Masih perlu edukasi,” kata Stephen Liestyo, Senior GM Consumer Banking BCA, pekan lalu.</p> <p>Padahal kemudahan tidak hanya dinikmati oleh nasabah, tapi juga bank. Bagi pihak bank sendiri ongkos layanan yang dikeluarkan lewat layanan m-banking pun jauh lebih murah ketimbang lewat ATM ataupun teller. </p> <p>Jika memang lebih praktis dan irit, mengapa m-banking tidak dijadikan pilihan utama bertransaksi? (ec-kt.300105)</p></p> </div> <div class="entrymeta"> <div class="postinfo"> <span class="postedby">Posted by thegadget</span><br /> <span class="filedto">Filed in <a href="https://thegadget.wordpress.com/category/column/" rel="category tag">Column</a>, <a href="https://thegadget.wordpress.com/category/e-commerce/" rel="category tag">e-Commerce</a>, <a href="https://thegadget.wordpress.com/category/internet/" rel="category tag">Internet</a></span><br /> </div> <a href="https://thegadget.wordpress.com/2005/02/17/78467145-35/#respond" class="commentslink" >Leave a Comment »</a> </div> </div> <div class="commentsblock"> </div> <div class="navigation"> <div class="alignleft"></div> <div class="alignright"></div> </div> </div> <ul id="sidebar"> <li id="text-5" class="widget widget_text"> <div class="textwidget"><img src="https://i2.wp.com/g-images.amazon.com/images/G/01/ciu/c4/13/2709b220dca04c67a3d76010.M.jpg" width="110"/> <br />Editor: <br /><a href="http://budiputra.com/">Budi Putra</a> 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