PELATIHAN WHATSAPP BUSINESS DAN PENYUSUNAN SOP LAYANAN PELANGGAN DIGITAL BAGI PELAKU USAHA DI DESA MELUNG, KABUPATEN BANYUMAS

Hima Barima; Lindawati Sipahutar; Juli Handayani; Gema Romadhona

doi:10.52353/abdimakarti.v5i1.965

PELATIHAN WHATSAPP BUSINESS DAN PENYUSUNAN SOP LAYANAN PELANGGAN DIGITAL BAGI PELAKU USAHA DI DESA MELUNG, KABUPATEN BANYUMAS

Hima Barima, Lindawati Sipahutar, Juli Handayani, Gema Romadhona

Abstrak

This community service program aimed to improve the capacity of local business actors in utilizing WhatsApp Business and developing digital customer service standard operating procedures (SOPs) in Melung Village, Kedungbanteng District, Banyumas Regency. The participants consisted of 20 individuals representing micro and small enterprises, homestay managers, tourism awareness groups, village-owned enterprise managers, and youth involved in business communication and customer service. The program was implemented through community education, training, hands-on practice, and brief mentoring conducted in a one-day session. Evaluation was carried out using pre-test and post-test, observation, and documentation of activity outputs. The results showed an increase in participants’ average score from 52.7 in the pre-test to 82.1 in the post-test. In addition, 18 participants successfully organized their WhatsApp Business profiles, 17 created product or service catalogs, 16 prepared quick replies, and 15 developed greeting and automated messages. The activity also produced five group-based digital customer service SOP documents. These findings indicate that a practical one-day training program can effectively strengthen participants’ knowledge and initial skills in digital customer service while supporting more professional communication practices for local businesses and village tourism services.

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Referensi

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DOI: http://dx.doi.org/10.52353/abdimakarti.v5i1.965