Awards and recognition

Gojek ranks number 17 in Fortune's 2017 list of "56 Companies that Changed the World,"[98] making it the only company from South East Asia to make the list.[99] In 2019 Gojek once again made it to Fortune's Top 50 Companies That Changed The World, and was the only Southeast Asian company to have been included twice in the list – leaping to number 11 out of 52 global companies.[100] Other international recognition includes Top Performer in ASEAN Award 2017,[101] Entrepreneur of The Year award from Ernst & Young,[102] and Superior Products and Services Awards 2016.[103]

National recognition includes The BrandZ Top 15 Most Valuable Indonesian Brands 2019,[104] Top 3 Brand Performer and Top 3 Most Powerful Transportation/Logistic brands,[105] Top 3 Netizen Choice in Online Transportation,[106] The Best Indonesia Mobile App 2015,[107] Best Startup Category Work Life Balance,[108] Indonesia's Most Admired CEO 2017,[109] and Most Creative in Solving Economic Challenges 2017.[110]

Gojek sponsored the Liga 1 from 2017 to 2018 (in 2017 with Traveloka).[111] Gojek also sponsored Persib Bandung from 2019.[112] Gojek is also one of the local sponsors of the 2023 FIBA Basketball World Cup, which was co-hosted by Indonesia.[113]

Gojek has more than 3,000 employees, including 210 engineers in its three Jakarta-based headquarters, a data science office in Singapore, and an engineering facility in India.[114] The company announced $500 million investment to expand in South East Asia, starting with ride-hailing service in 4 new countries mid-2018.[115] This expansion will add to their number of existing partners, which as of May 2018 includes a fleet of over 1,000,000 drivers, 125,000 merchants for Go-FOOD, and 30,000 professionals for their Go-MASSAGE, Go-GLAM, Go-CLEAN and Go-AUTO service.

Due to the pandemic, Gojek had to lay off 430 employees in June 2020.[116]

The Gojek headquarters in Jakarta revamped an old mall into a modern working space with a cinema, a playroom with arcade games and pool tables, as well as office cafes and nap rooms.[117][118][119]

Menciptakan loyalitas pelanggan

Manfaat berikutnya dari after sales service adalah dapat meningkatkan loyalitas konsumen. Di era digital seperti sekarang, banyak brand berlomba-lomba untuk merebut pasar. Namun, apa yang harus dilakukan setelah brand atau perusahaan berhasil merebut pangsa pasar? Jawabannya adalah dengan berusaha lebih dekat dengan konsumen.

Cara yang bisa dilakukan untuk lebih dekat dengan konsumen adalah dengan menjawab kritik, saran, dan masukan secara cepat. Dengan begitu, konsumen akan merasa dihargai dan mereka merasa nyaman dengan pelayanan yang diberikan. Apabila hal itu sudah baik, bukan tidak mungkin mereka akan lebih loyal dan enggan melirik produk lain.

Baca juga: 6 Taktik Membuat Customer Anda Membeli Lagi di Toko Anda

Anak Bangsa Bisa Foundation

Yayasan Anak Bangsa Bisa (YABB)/ Anak Bangsa Bisa Foundation is a non-profit organization founded by Gojek to advance equal opportunities and help build more sustainable livelihoods for those who rely on daily income. Established in March 2020 during the onset of COVID-19 pandemic, the initial funding of the foundation was from 25% of annual salary of Gojek senior management team and the budgeted salary increases for all Gojek employees in 2020.[76]

In December 2019, due to stagnant growth, Gojek announced plan to discontinue most of its lifestyle services operating under its Golife brand. GoLaundry and GoDaily services discontinued on 31 December 2019, while GoFix, GoGlam and Service Marketplace services discontinued by mid-January 2020. Gojek still retained GoClean and GoMassage by that time where 90% of lifestyle services order come from.[77] Due to effect of the COVID-19 pandemic on its business, Gojek further discontinued all of its lifestyle services that was still left, namely GoClean and GoMassage, on 27 July 2020. Gojek also discontinued GoFood Festival around the same time period.[78][79]

Gojek operates in many large and medium-size Indonesian cities,[80] and also in rural areas within Indonesia;

Gojek launched its ride-hailing service in Singapore on 10 January 2019 as part of "an enhancement of its beta phase". Its president, Andre Soelistyo, said that it is committed to "bringing choice back to the ride-hailing market in Singapore".[81] In February 2019, Gojek Singapore appointed management consultant and mountain climber Lien Choong Luen as the GM of its Singapore operations.

Gojek has an office in Singapore, with data science and engineering capabilities,[82] and Bangalore, India, which was created with the acquisitions of C42 and CodeIgnition, and focuses on product, engineering and design.[83]

In May 2018, Gojek announced investing $500 million in its international expansion strategy to Vietnam, Thailand, Singapore and the Philippines, starting with ride-hailing, then further replicating the multiple-service business model in Indonesia.[84] These companies will be run by local founding teams, with Gojek providing technological support and expertise.[28][85]

Berdasarkan Layanan dan Jasa

Reservasi jenis ini dapat berupa pemesanan tiket moda transportasi seperti bus, kereta, pesawat terbang atau tiket untuk syarat masuk ke tempat wisata atau hiburan lainnya.

Reservasi ini berupa pemesanan layanan dan jasa biro perjalanan ke tujuan tertentu yang mencakup dari tiket keberangkatan hingga tiket pulang kembali. Biasanya reservasi tour sudah termasuk biaya untuk transportasi, penginapan hingga destinasi wisata.

Meningkatkan angka penjualan

Manfaat yang pertama ialah untuk meningkatkan penjualan. Perusahaan yang bergerak di bidang jasa maupun produksi barang kebutuhan sehari-hari tentu sangat perlu memberikan layanan purna-jual. Strateginya adalah bagaimana memberikan layanan purna-jual yang memuaskan konsumen, selain dari segi kualitas produk.

Contohnya adanya garansi produk, seperti mengganti barang rusak yang tidak ditimbulkan akibat kesalahan atau kelalaian pemiliknya. Bagi konsumen, cara seperti ini membuat mereka lebih percaya terhadap brand dan tak segan konsumen akan merekomendasikannya kepada orang lain. Dengan demikian, promosi antar-konsumen pun terjadi dan dapat meningkatkan angka penjualan.

Apa Manfaat After Sales Service untuk Bisnis?

Adanya layanan after sales service adalah untuk menjaga mutu dan pelayanan yang diberikan oleh perusahaan. Di samping itu, ada manfaat yang bisa dirasakan dan cukup menguntungkan bagi keberlangsungan sebuah bisnis. Bila diringkas lagi, manfaat utama after sales service adalah sebagai berikut.

Acquisitions and merger

The company's rapid growth triggered a chain of acquisitions and partnerships. In 2016, Gojek announced acquisition of two engineering startups based in India, C42 Engineering and CodeIgnition,[48] and established a development centre in Bangalore, India.[49] They also acquired Leftshift, an Indian mobile application developer,[50] and Pianta, an Indian home healthcare startup.[51]

In 2017, Gojek acquired Loket.com, one of Indonesia's biggest online ticket booking and event management system company.[52] In the same year, it acquired three large network fintech firm in Indonesia; Kartuku, Midtrans, and Mapan, in order to expand its payments business.[53][54]

In January 2019, Gojek acquired a majority stake in mobile wallet Coins.ph.[55] Gojek later sold its stake in Coins.ph in 2022 to former Binance chief financial offider Wei Zhou for $200 million.[56]

In June 2019, Gojek acquired AirCTO, an AI recruiting platform based in Bangalore, India.[57]

In March 2020, Gojek confirmed to acquire Moka, the leading SaaS Point of Sales provider in Indonesia. The talks had been in discussion since 2019 and finalized in March 2020.[58]

In December 2020, Gojek was reportedly in talks with Grab to combine their businesses in what would be the biggest Internet merger in southeast Asia.[59]

In February 2021, Gojek was reported to be close to a merger with Tokopedia, shortly before publicly listing in the U.S. and Indonesian stock markets.[60]

On 17 May 2021, Tokopedia and Gojek confirmed a merger with the establishment of a new entity, GoTo.[61] The establishment of GoTo would make it one of Southeast Asia's largest technology conglomerates.[62] GoTo's gross transaction volume (GTV) was over $22 billion in 2020, across more than 1.8 billion transactions.

In July 2021, AirAsia announced that the company will be acquiring Gojek's business in Thailand via an all-stock deal.[63] Upon the acquisition, Gojek will hold a 4.76% stake in AirAsia's superapp business.[64]

In 2016, it announced a collaboration with Blue Bird, a major Indonesian taxi company.[65] The same year it launched Go-Car, expanding ride-hailing from motorbike fleet to cars, and launched Go-Auto, providing on-demand mechanic services. By August 2016, it had become Indonesia's first online transportation system.[34]

In running their GPS, it partnered with Google Maps.[66] Other partnerships include entertainment; Google Play and MNC Vision. Bill Payment; AEON Credit Service & Suzuki Finance Indonesia. And the national electricity provider PLN, as well as the national health insurance BPJS Kesehatan.[67]

In February 2019, Garuda Indonesia CEO Ari Ashkara told Reuters that Garuda is in advanced discussions with Gojek for the delivery of products sold on Gojek across 17,000 Indonesian Islands.[68]

In August 2019, the Wall Street Journal reported that Gojek had held "preliminary talks" with Amazon on a partnership that would involve the retail giant making a sizable investment in Gojek to tap into the company's delivery infrastructure in order to expand Amazon's market reach in Indonesia.[69]

In September 2020, Gojek announced a partnership with Unilever. As part of this collaboration, Gojek partners with Unilever through the recently launched GoToko. GoToko is a B2B digital platform that connects micro, small and medium enterprises (MSMEs) in Indonesia with leading consumer goods companies. This cooperation allows MSME players to use GoToko to access a complete range of daily necessities products from various brands, including Unilever, at competitive prices and affordable shipping costs.[70]

A research study reports that the average income of full-time driver partners (Rp 3.48 million per month) is 1.25 times higher than the average minimum wage in Indonesia (Rp 2.8 million per month). The average income of driver partners (Rp 3.31 million) is higher than professional employees in general (Rp 3.10 million for transportation sector employees; Rp 2.34 million for industrial sector employees; Rp 2.66 million for staff employees).[71]

As per Temasek Digital's YouTube channel, Gojek has contributed an estimated Rp 9.9 trillion (US$732 million) annually to the Indonesian economy.[72]

Another research article reported that Gojek contributed Rp 8.2 trillion annually into the Indonesian economy through the income of driver partners, an additional Rp 138.6 billion per month are contributed into national economy since SME merchant partners join Go-Food, and Rp 1.7 trillion into Indonesian economy through the income of SME merchant partners.[73][74]

On 22 July 2019, Gojek unveiled a new logo. Its new icon, which nicknamed as "Solv", symbolized Gojek's transformation from being a ride-hailing service to become a super app that provides a variety of smart ways to eliminate hassles.[75]

c. Reservasi penginapan

Reservasi jenis ini untuk memfasilitasi pemesanan layanan atau jasa penginapan seperti hotel dan vila.

Criticism and controversy

Gojek's rapid growth and market dominance in Indonesia have led to prominent media coverage, including criticism primarily stemming from conventional taxi and Ojek services.[120][121][122] Go-Jek was briefly banned from operations by the Ministry of Transportation, along with other ride-hailing services.[123] The ban was opposed by a huge number of Indonesians, mustering public support with the hashtag #SaveGojek that became a top trending topic on Twitter in Indonesia.[124] The ban was lifted the very same day[125] after President Joko Widodo criticized it, stating the government should not prohibit innovation and asserting the ban would adversely affect the lives of many Indonesians who rely on Gojek's services.[126] In October 2018, the Indonesian Minister of Transportation, Budi Karya Sumadi, applied a new rule for online taxis. PM 108 replaced the previous PM 26, regulating the use of private cars being used for public transportation.[127]

In March 2018, only weeks after the firm raised a new round of capital,[128] thousands of drivers showed up on foot along the road across the Presidential palace in a demonstration against the tariff, which was roughly 1600 rupiah (15 cents) per kilometer then.[129] The demand was continued in a future protest in January 2020, where the drivers demanded action from the Ministry of Transportation who had promised to evaluate the tariffs that were set by these firms. Drivers felt that these tariffs should be handled on a provincial level as each provincial government has the autonomy to set its own minimum wages.[130] One of the earliest demonstrations by Gojek drivers was back in 2015 when they protested in front of Gojek's first headquarter in Kemang, Jakarta, insisting that they meet Nadiem Makarim, co-founder and then-CEO, demanding for transparency in the incentive scheme. Drivers felt it was unfair that their pay was slashed for an inventory deposit they were not aware of such as the Gojek driver jacket that was initially lent to them on a rental mechanism but was eventually being billed to them.[131]

Since its inception, Gojek has seen a number of large-scale demonstrations by its drivers. In June 2021, just a few days before the official merger of Gojek and Tokopedia, Gojek drivers announced that they were going on a three-day strike due to a change in GoKilat's (Gojek's courier service vertical) incentive scheme, resulting in significantly reduced tariff for the drivers.[132] As part of the resistance, the drivers planned not to accept any GoKilat orders in Greater Jakarta and Bandung.[133][134] A protest happened again in August 2024, the drivers in their demonstration demanded humane working conditions, decent wages, and recognition of legal status. They demanded the government and online transportation companies legalize the status of the driver profession in the law. In addition, they also demanded that the application company lower the cut of their earnings. They went on strike on 29 August by making their services unavailable the whole day, and stormed Gojek, Grab, and the Ministry of Communication and Information offices. Gojek responded by ensuring that the public can still use their application services despite the demonstration by drivers on Thursday. It is also open to listening to the aspirations of the company's partners. However, Gojek did not provide an explanation regarding the income formula for the drivers.[135][136]

Reservasi adalah layanan yang luas. Terdapat beberapa jenis-jenis reservasi berdasarkan layanan atau jasa dan status. Berikut penjelasanny.

Support Automation

Support automation adalah jenis layanan after sales yang banyak dilakukan perusahaan dan brand, khususnya perusahaan-perusahaan yang berkaitan dengan teknologi. Sebagai contoh adalah penyedia jasa layanan internet. Biasanya, layanan yang diberikan meliputi perbaikan jaringan, penanganan gangguan, dan lainnya.

Layanan ini didukung oleh para teknisi maupun peralatan yang lengkap. Hal itulah yang membuat penanganan semakin cepat dan dapat meminimalisir kerusakan dan kerugian yang dialami konsumen. Bahkan, ini disebut sebagai salah satu yang terbaik karena dapat memberikan solusi secara penuh dari brand atau perusahaan pada konsumen.

Berikutnya, yang termasuk after sales service adalah customer service. Sesuai namanya, layanan ini berfokus untuk menangani masukan, kritik, dan saran dari konsumen. Layanan yang diberikan berlangsung dalam waktu 7 x 24 jam. Komplain yang datang dari konsumen akan diterima langsung oleh petugas customer service, baik melalui telepon, email, maupun pesan singkat.

Nantinya, masukan, kritik, dan saran yang masuk ke perusahaan atau brand akan diteruskan pada departemen lainnya untuk ditindaklanjuti sebagai bahan evaluasi perusahaan. Layanan ini juga akan didukung dengan support automation seperti yang telah dijelaskan pada poin sebelumnya.

Baca juga: Bagaimana Cara Mengukur Kepuasan Pelanggan pada Bisnis Anda?

Jenis ketiga ialah helpdesk atau yang biasa disebut sebagai technical support. Di sini, perusahaan atau brand memfasilitasi departemen customer service dengan berbagai peralatan, mulai dari perangkat keras hingga aplikasi yang berguna untuk memuaskan pelayanan bisnis terhadap pelanggan.

Helpdesk sebenarnya hampir sama dengan customer service. Hanya saja, helpdesk lebih fokus menangani masalah produk dan komplain-komplain yang masuk ke sebuah perusahaan atau brand. Sebagai contoh adalah penanganan mengenai cara penggunaan, garansi, dan lain sebagainya.

Dari ulasan di atas, dapat disimpulkan bahwa after sales service adalah hal penting yang berdampak pada perkembangan perusahaan. Selain menekankan pada layanan purna-jual, ada baiknya sebuah perusahaan atau brand menyediakan sistem pembayaran yang praktis, aman, mudah, dan lancar melalui payment gateway.

Payment gateway merupakan metode transaksi yang dapat menerima berbagai jenis pembayaran, mulai dari e-money, kartu, transfer bank, direct debit, dan lainnya hanya dengan mengaktifkan satu akun saja. Anda bisa memperoleh layanan sistem pembayaran ini dari Midtrans yang terbukti aman dan hemat waktu.

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Kenalan lebih dekat sama sejarah Gojek dan orang-orang dibaliknya

Gojek adalah perusahaan layanan ojek online yang menyediakan berbagai layanan seperti antar jemput, pengantaran makanan dan barang, serta jasa kecantikan dan perawatan tubuh. Awalnya hanya menawarkan empat layanan, kini Gojek sudah mengembangkan delapan layanan untuk memudahkan masyarakat.