Discover 10 of the best customer service platforms in Indonesia to help businesses manage customer chats faster, more organized, and fully integrated.
Tantangan dalam memberikan layanan pelanggan yang prima kini dirasakan oleh semua lini industri tanpa terkecuali. Mulai dari menangani pertanyaan produk, keluhan layanan, hingga permintaan pembaruan secara real-time dari berbagai kanal merupakan tantangan nyata yang menuntut bisnis untuk memiliki sistem penanganan pesan yang lebih sigap dan terorganisir.
Di sinilah platform customer service berperan penting sebagai solusi terpusat untuk mengelola chat pelanggan secara cepat, rapi, dan konsisten.
Dengan sistem yang tepat, perusahaan tidak hanya dapat meningkatkan efisiensi operasional tetapi juga mampu menciptakan kualitas customer experience (CX) yang lebih unggul.
Lewat artikel ini, kami akan mengulas 10 platform customer service yang bisa menjadi pilihan terbaik untuk mendukung pertumbuhan bisnismu di Indonesia.
Platform customer service adalah sistem atau aplikasi layanan pelanggan yang membantu bisnis mengelola seluruh interaksi pelanggan dari berbagai saluran komunikasi dalam satu dashboard terpusat.
Platform ini memungkinkan tim customer service merespons pertanyaan, keluhan, dan permintaan pelanggan dengan lebih terstruktur dan efisien.
Secara umum, platform ini berfungsi untuk memantau percakapan dari berbagai kanal secara real-time, mengelola tiket pengaduan agar tidak ada yang terlewat, serta memastikan standar pelayanan terpenuhi.
Dengan menyimpan seluruh riwayat interaksi pelanggan secara terpusat, perusahaan dapat memberikan solusi yang lebih cepat dan personal di setiap sesi percakapan.
1. Efisiensi Operasional Bisnis
Platform customer service membantu mengurangi pekerjaan manual sehari-hari dengan menyatukan seluruh chat pelanggan dalam satu sistem. Dengan platform ini juga, agen CS tidak perlu lagi berpindah-pindah aplikasi untuk merespons pelanggan.
2. Skalabilitas Pelayanan Pelanggan
Saat bisnis kamu berkembang dan pengiriman semakin banyak, teknologi ini membantu mengelola ribuan percakapan secara efisien dalam satu waktu.
Hal ini membantu bisnismu memastikan setiap pelanggan tetap mendapatkan respon cepat meskipun beban kerja operasional sedang meningkat pesat.
3. Peningkatan Kecepatan Respon (SLA Management)
Fitur SLA (Service Level Agreement) memudahkan tim kamu dalam memprioritaskan setiap pesan berdasarkan tingkat urgensinya. Dengan sistem ini, kendala krusial seperti komplain pengiriman akan terdeteksi lebih cepat sehingga tim bisa merespons tepat waktu sesuai standar layanan yang telah ditetapkan.
4. Peningkatan Kecepatan Respon
Otomatisasi routing dan penggunaan template respons membuat agen lebih cepat dan konsisten dalam menjawab pertanyaan pelanggan. Sistem ini secara cerdas mengarahkan pesan ke staf yang tepat sehingga pelanggan tidak perlu menunggu lama untuk mendapatkan solusi yang mereka butuhkan.
5. Otomatisasi Tugas Repetitif dengan AI
Aplikasi customer service modern kini sudah dilengkapi AI untuk menjawab FAQ secara otomatis serta menyaring tiket yang masuk. AI ini mampu mengarahkan chat langsung ke agen yang paling kompeten sehingga tim kamu tidak lagi terjebak pada pekerjaan administratif yang membosankan.
1. Mekari Qontak
Aplikasi customer service Mekari Qontak menggabungkan sales, marketing, dan customer service dalam satu dashboard terpadu. Solusi ini sangat cocok untuk bisnis skala kecil, menengah hingga enterprise yang ingin melacak interaksi pelanggan, status tiket, dan pipeline layanan secara real-time.
Mekari Qontak juga telah terintegrasi dengan WhatsApp Business API, Instagram API, serta e-commerce seperti Tokopedia dan Shopee, sehingga seluruh chat pelanggan bisa ditangani dari satu tempat.
Platform ini juga terhubung dengan software Mekari lainnya seperti software akuntansi, keuangan, dan inventory, serta mendukung inbound dan outbound call langsung dari sistem.
Fitur unggulan Mekari Qontak:
- Omnichannel CRM
- Chatbot AI
- Manajemen Tiket
- Manajemen SLA
- Agent Scorecard
- Knowledge Base
- WhatsApp Business API & WhatsApp Call
- Automasi Workflow
- Dukungan Mobile App
- Dashboard Laporan & Analitik
2. LiveAgent
LiveAgent adalah software customer service yang menyediakan ticketing omnichannel untuk email, live chat, hingga media sosial. Platform ini cocok untuk bisnis yang membutuhkan pencatatan tiket dan histori percakapan secara terstruktur.
LiveAgent juga memiliki audit log dan deteksi konflik tugas yang mampu memudahkan supervisor memantau kinerja agen dan mencegah duplikasi penanganan tiket pelanggan.
Fitur unggulan LiveAgent:
- Omnichannel Universal Inbox
- Advanced Ticketing System
- Fast Live Chat Widget
- Built-in Call Center
- Social Media Help Desk
3. Freshdesk
Freshdesk dikenal sebagai aplikasi layanan pelanggan dengan fitur ticketing berbasis AI bernama Freddy AI. Platform ini membantu bisnismu mengotomatisasi klasifikasi tiket dan memberikan rekomendasi respons kepada agen.
Namun, untuk kebutuhan bisnismu yang memerlukan integrasi telepon atau fitur lanjutan, Freshdesk biasanya membutuhkan add-on tambahan agar sistem berjalan optimal.
Fitur unggulan Freshdesk:
- Multi-channel support
- AI-powered ticketing
- Self-service portal
- Advanced analytics
- Collaboration tools
4. Help Scout
Help Scout merupakan platform customer service mengedepankan pendekatan human-centered dengan interface yang bersih sehingga interaksi terasa lebih personal tanpa kaku seperti sistem tiket biasa. Melalui fitur "Docs" dan widget Beacon, pelanggan bisa mencari jawaban secara mandiri sebelum memutuskan untuk menghubungi tim support.
FItur unggulan Help Scout:
- Shared Inbox
- Knowledge Base (Docs)
- Live Chat (Beacon)
- Automation and Workflows
- AI-Powered Tools
5. HubSpot Service Hub
HubSpot Service Hub terintegrasi langsung dengan CRM bawaannya sehingga seluruh data dan riwayat interaksi pelanggan tersimpan rapi dalam satu sistem. Hal ini sangat memudahkan bisnis memahami konteks masalah pelanggan secara cepat sebelum memberikan solusi.
Selain itu, fitur laporannya membantu manajemen memantau SLA dan kualitas respons tim secara menyeluruh untuk evaluasi layanan.
Fitur unggulan HubSpot Service Hub:
- Omnichannel Shared Inbox
- Knowledge Base Builder
- Automation and Routing
- Customer Feedback Tools
- Integration Capabilities
6. Zendesk Service
Zendesk merupakan solusi platform customer service yang unggul dalam omnichannel support serta sistem ticketing. Kelebihan utamanya ada pada akses ke ribuan integrasi aplikasi eksternal yang sangat luas.
Menariknya, Zendesk bisa dihubungkan langsung dengan sistem TMS untuk memudahkan agen memantau data pengiriman tanpa perlu berpindah aplikasi.
Fitur unggulan Zendesk Service:
- Omnichannel Support
- Automation and AI Tools
- Knowledge Base
- Live Chat
- Reporting and Analytics
7. Zoho Desk
Zoho Desk adalah aplikasi customer service yang terintegrasi dengan ekosistem Zoho CRM untuk membantu tim menangani tiket secara lebih terstruktur.
Fitur unggulan Work Modes-nya membuat agen lebih mudah dalam memprioritaskan pesan berdasarkan SLA atau tingkat urgensi secara otomatis. Platform ini sangat ideal bagi bisnis yang ingin merapikan alur kerja tim agar lebih mudah dipantau oleh supervisor.
FItur unggulan Zoho Desk:
- Omnichannel Ticketing
- AI-Powered Assistant (Zia)
- Knowledge Base & Self-Service Portals
- Advanced Automation
- Customizable Dashboards & Reports
8. Tidio
Tidio mengandalkan fitur live chat dan chatbot AI untuk memberikan respons instan kepada pelanggan setiap saat. Platform ini sangat membantu agen dalam menangani pertanyaan berulang seperti status pengiriman atau estimasi waktu secara otomatis.
Dengan bantuan AI tersebut, beban kerja tim berkurang sehingga mereka bisa lebih fokus menangani kasus pengiriman yang memerlukan penanganan khusus.
Fitur unggulan Tidio:
- Lyro AI Chatbot
- Multichannel Support
- Automated Chatbot Flows
- Real-Time Visitor Tracking & Analytics
- E-commerce and Order Management Integration
9. Hiver
Hiver adalah platform customer service berbasis Gmail-centric help desk, di mana seluruh tiket ditangani langsung dari inbox Gmail. Pendekatan ini cocok untuk tim yang ingin mengelola layanan pelanggan tanpa perlu belajar sistem baru.
Hiver menyediakan shared inbox, live chat, WhatsApp integration, serta fitur automasi dan SLA tracking untuk memastikan setiap permintaan pelanggan ditangani tepat waktu.
Fitur unggulan Hiver:
- Shared Inbox
- AI Copilot
- Automations and Workflows
- Multichannel Support
- Analytics and Reporting
10. Kustomer
Kustomer menggunakan pendekatan yang berfokus pada profil pelanggan bukan sekadar nomor tiket. Agen bisa melihat seluruh riwayat interaksi dan pengiriman dalam satu garis waktu yang utuh untuk memahami kebutuhan pelanggan secara mendalam.
Keunggulannya adalah kemampuan menarik data eksternal seperti posisi kurir secara langsung sehingga agen mendapatkan konteks pengiriman yang cepat tanpa perlu berpindah aplikasi.
Fitur unggulan Kustomer:
- Omnichannel Communication
- Intelligent Routing
- Centralized Customer Data
- AI-Powered Automation
- Customizable Workflows and Integration
Pastikan platform yang kamu pilih mampu menangani chat dari berbagai platform komunikasi mulai dari WhatsApp, email, live chat, media sosial, hingga telepon dalam satu dashboard agar tidak terjadi data terpisah.
2. Utamakan Sistem yang Mudah Digunakan oleh Tim Non-Teknis
Tim customer service biasanya membutuhkan sistem yang intuitif dan ramah pengguna agar operasional bisa langsung berjalan tanpa pelatihan teknis yang rumit. Tampilan yang sederhana membantu agen CS bekerja lebih cepat dalam situasi volume pengiriman yang tinggi.
3. Pastikan Ada Fitur Automasi
Pilihlah platform yang memiliki fitur auto-routing, chatbot AI, dan template respons untuk mempercepat penanganan setiap tiket yang masuk. Otomatisasi ini sangat membantu tim dalam menjaga konsistensi jawaban sekaligus memastikan tidak ada komplain pelanggan yang terlewatkan akibat human error.
4. Perhatikan Kemampuan Kolaborasi & Multi-Admin
Platform yang ideal harus mendukung kerja sama yang mulus antara agen, supervisor, dan manajer melalui fitur shared inbox atau penugasan tiket. Kemampuan multi-admin ini sangat penting untuk memantau performa tim secara real-time sekaligus memastikan kualitas layanan dan standar SLA tetap terjaga dengan baik.
Pastikan platform yang kamu pilih mampu menyimpan data pelanggan dan riwayat interaksi secara terstruktur, serta mudah diintegrasikan dengan CRM atau sistem internal bisnis yang sudah digunakan. Dukungan API atau fitur ekspor data menjadi aspek penting agar tim dapat mengakses informasi pelanggan dengan cepat dan bekerja lebih efisien tanpa kendala teknis yang kompleks.
Sebagai contoh, perusahaan logistik besar seperti Paxel memanfaatkan sistem customer service terintegrasi untuk menangani chat pelanggan secara cepat dan konsisten di berbagai channel.
Platform customer service bukan lagi sekadar alat bantu, melainkan fondasi penting bagi usaha bisnis yang ingin mengelola komunikasi pelanggan secara efisien.
Dengan sistem yang tepat, bisnis dapat meningkatkan kecepatan respon, menjaga kualitas layanan, dan membangun kepercayaan pelanggan jangka panjang.
Jika kamu sedang mencari platform customer service omnichannel yang fleksibel dan terintegrasi, Mekari Qontak menjadi salah satu solusi terbaik untuk berbagai industri bisnis, mulai dari logistik, ritel, e-commerce hingga teknologi informasi.
Ditambah dengan dukungan CRM, WhatsApp Business API, automasi workflow, dan integrasi ke ekosistem bisnis, Mekari Qontak membantu tim customer service menangani chat pelanggan secara lebih cepat, rapi, dan scalable.
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9 Snack Recommendations for Treating Yourself
There are many ways to reward yourself for getting through life and working hard. Recently, trying “rich-people treats” has become a self-reward trend. Even though they cost hundreds of thousands or even millions of rupiah, you should try these recommendations at least once in your life.
1. Matcha Drinks from Hatoya Indonesia
Love authentic matcha? Try a glass of matcha at Hatoya in Lippo Mall Puri. They use top-quality matcha powder sourced directly from Japanese plantations. That’s why a drink comes with a rather impressive price tag of Rp360,000.
The drink is made with chewy mochi and a scoop of smooth matcha ice cream. It has an earthy, rich, and more balanced flavor because it isn’t overwhelmed by the sweetness of added sugar.
2. Salmon Roll from Filadelfia Sushi
Filadelfia Sushi first opened in Bali before winning over food lovers in the capital. It became famous for its generously sized sushi, which highlights the freshness of the fish.
If you’re eating here, try the Philly Salmon Roll. It features thick slices of salmon filled with creamy, melting cream cheese. Exclusively packaged in an aesthetic wooden box, this trendy dish ranges from Rp249,000 to around Rp2.1 million for a party set.
3. Chocolate Bar from Läderach Chocolatier
This renowned Swiss chocolatier offers frisch schoggi, or fresh chocolate slabs that are cut by hand to order. There are plenty of varieties to choose from, including chocolate with crunchy roasted nuts, dried fruit, and Dubai-style kunafa.
Here, you can enjoy chocolate priced from Rp340,000 to around Rp3 million. The Läderach store in Senayan City also serves a cup of Hot Chocolate for Rp150,000.
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4. Strawberry Dubai Cup from Don Bakeshop
Don Bakeshop’s Rp109,000 Strawberry Dubai Cup is a favorite among people who enjoy luxurious treats. It’s made with fresh Hyoshii strawberries picked directly from farms in Bandung.
The fresh fruit, covered in melted Callebaut chocolate and topped with kunafa chewy cookie, might leave you wanting more. Besides this bestselling strawberry treat, you can buy an individual Dubai Chewy Cookie for Rp65,000 at Lippo Mall Puri or Summarecon Mall Serpong.
5. Coffee from Around the World at Bacha Coffee
Have you really experienced the luxurious life if you haven’t enjoyed a cup of coffee at Bacha Coffee? This upscale café, located in Plaza Senayan and Plaza Indonesia, has a collection of hundreds of pure Arabica coffee varieties from around the world.
Each cup is served in a gold-colored pot with smooth chantilly cream and a selection of buttery croissants. Menu prices start at Rp90,000 and reach around Rp1.9 million for rare coffee beans.
6. Italian Bread from Bread Culture
Bread Culture turns traditional Italian flatbread into a premium treat at Ashta District 8 and Permata Buana. Its 24x24 cm Focaccia, priced at Rp175,000, often sells out through pre-orders.
This soft, airy bread with a crisp crust is baked with plenty of olive oil, fragrant rosemary, cherry tomatoes, and black olives for a savory, aromatic flavor.
Read More: Kerak Telor, an Authentic Jakarta Snack Full of Flavor
7. Sourdough Bread from Daring Deli
Located in Dharmawangsa, Daring Deli serves artisanal deli dishes made with naturally leavened sourdough bread. You can enjoy crisp, crunchy bread with a range of meat fillings that won’t leave you feeling overly full.
The sandwiches cost around Rp100,000 per serving. They make a luxurious lunch option that’s gentler on your digestive system.
8. Breads and Pastries from Pand’Or
Pand’Or is a legendary culinary destination in South Jakarta. The restaurant serves flaky croissants, sourdough bread, and buttery pastries that keep people coming back.
You can buy bread for prices ranging from Rp24,000 to around Rp500,000. The place remains a favorite breakfast spot among the elite. Since it opens at 7 a.m., Pand’Or is a fitting place to have breakfast with people who enjoy the finer things in life.
9. Gelato from Venchi
Gelato is a trendy treat in Jakarta. One of the best places to try it is Venchi, which was established in Turin, Italy, in 1878.
Venchi serves smooth gelato with a natural sweetness that isn’t overpowering. Every serving is made without preservatives and features Piedmont hazelnuts and pure cocoa. Want to try it? Set aside around Rp100,000 to Rp1.1 million if you want to take home some chocolate.
People in Jakarta aren’t the only ones who can enjoy these luxurious treats! You can also send them to family living in other cities with Paxel’s safe and fast delivery. Check the shipping cost directly in the app before sending these treats to your family’s home. Send your treats with Paxel!
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Shipping: Definition, Functions, Types, and Process
Shipping is an activity that connects businesses with customers, sellers with consumers, and senders with recipients. Although the word “ship” can mean a vessel, shipping doesn’t have to involve one. Let’s take a closer look!
What Is Shipping?
Shipping is the process of sending goods from one location to another. Depending on the distance between the sender and recipient, goods can be transported by land, sea, or air.
When you buy something from a marketplace or ecommerce platform, the seller sends the item to you after you check out. This process is called shipping.
In English, “ship” can mean a vessel. The transportation of goods, especially by sea, came to be known as “shipping.” However, as the logistics industry has modernized, the term’s meaning has broadened.
Collins Dictionary gives one definition of shipping as “the process or act of sending goods to a customer.” In other words, shipping means sending goods to a buyer. Today, the term applies regardless of the mode of transport, whether or not a vessel is involved.
Read More: What Is Logistics? Definition, How It Works, and Future Opportunities
What Are the Functions of Shipping?
Shipping connects sellers and buyers. It therefore plays an important role in the supply chain. Here are some of its functions in logistics:
1. Fast and secure delivery helps improve and maintain customer satisfaction.
2. Effective shipping can reduce costs and transit times, which in turn affects business operations.
3. Shipping enables a local business to sell its products nationally or globally.
4. Effective delivery helps ensure that businesses maintain a supply of stock.
5. A good shipping system usually provides tracking so everyone involved can see where the goods are.
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What Are the Types of Shipping?
In the logistics and e-commerce industries, shipping methods differ based on speed, transportation, geographic reach, and pricing:
1. Ground Shipping
Ground shipping uses trucks, delivery vans, or trains. It is the most common and economical option for domestic deliveries between cities or regions connected by land routes. Although it takes longer than air shipping, ground shipping offers affordable rates and enough capacity for regular packages or large items.
2. Same-Day Shipping
This service guarantees that a package will reach the buyer on the same day the order is placed, provided the transaction is completed before a specified cut-off time. Paxel’s Sameday Delivery service meets the need for fast shipping and ensures packages reach customers safely on the same day.
3. International Shipping
Cross-border shipping usually involves air or sea cargo. It requires special documentation, customs clearance, and compliance with customs regulations and import taxes in the destination country. This option allows local businesses to expand into global markets.
4. Freight Shipping
You can use freight shipping for heavy goods that cannot be sent through a standard retail courier service. Freight shipping is generally calculated by pallet or container and uses container trucks, cargo ships, or cargo aircraft.
5. Overnight / Next-Day Shipping
Next-day shipping is an express service that guarantees goods will arrive at their destination on the following business day. You can use Paxel’s Nextday Delivery service to ensure your package arrives the day after it is sent.
6. Local Delivery
Deliveries within a city or a specific local area are usually managed directly by the store using its own couriers or online motorcycle taxi services. This makes local package delivery very fast and is ideal for local stores.
How Does the Shipping Process Work?
For goods to travel safely and on time from a seller’s warehouse to a buyer’s address, they must go through a series of operational steps:
1. Order Processing: The store’s system receives a checkout notification and confirms payment before forwarding the order to the operations team or warehouse.
2. Packaging: Staff collect the item from storage according to the order details, check its quality, and pack it with adequate protection (a cardboard box, bubble wrap, or a security seal).
3. Documentation: A shipping label is printed and attached to the package. The label contains the destination address, contact details, barcode, and tracking number for identification.
4. Carrier Handoff: The package is handed over to the courier, either through a pick-up at the seller’s location or a drop-off at the nearest shipping outlet.
5. Transit: The package moves through a hub or sorting center toward the destination city. At this stage, the seller and buyer can use the tracking number to check its shipping status regularly.
6. Delivery: A local courier takes the package to the recipient’s address or a designated collection point. Once the package is received and receipt is confirmed, the shipping process is complete.
When each stage of the shipping process runs effectively, it helps optimize costs, travel time, and the customer’s shopping experience. That’s why choosing a shipping provider matters. Choose Paxel for safe, fast shipping and the convenience of checking shipping rates and tracking packages in one app.
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What Is Transit: Definition, Shipping Process, and Duration
When tracking a package that’s being shipped, you’ll usually see a status such as “in transit” or “out for delivery.” The term “in transit” can be confusing, especially if you’re sending a package for the first time. Let’s find out what it means!
What Does “In Transit” Mean?
Transit is part of the shipping process. It means your package is moving between locations along its delivery route.
A package may show an “in transit” status when it’s moving from the seller to the shipping provider’s warehouse or transit hub, or when it’s traveling between cities. In other words, the package is on its way but hasn’t reached its final destination.
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Your package may show an “in transit” status when it is:
• Traveling between warehouses
• Traveling between cities or countries
• Experiencing a delivery delay due to weather or force majeure
The “in transit” status usually doesn’t show your package’s exact location. However, your package is moving through the shipping provider’s logistics network.
What Does the Shipping Process Look Like?
Most packages follow a similar route through a shipping provider’s network. If you use Paxel, you can track your package directly in the app.
These are the stages you may see when tracking a package:
1. The sender has arranged the shipment
2. The order has been handed over to the shipping provider for processing
3. The order has arrived at a transit facility in the sender’s city
4. The order is sent to the recipient’s city by a feeder
5. The order has arrived at a transit facility in the recipient’s city
6. The courier is delivering the package
7. The package has arrived at its destination
A package may remain in transit for several days, depending on its size, the shipping distance, and the delivery service selected.
Read More: What Is a Courier Service? The Best Choice for Fast and Safe Delivery
Why Is My Package Still In Transit and Not Out for Delivery?
If your package still shows an “in transit” status, it means the package hasn’t reached the final delivery facility yet.
Several factors can affect how long transit takes, including:
• Delays between transit facilities caused by natural factors such as flooding, weather, or sudden natural disasters. In this situation, the shipping provider will usually notify you of the package’s estimated arrival time.
• During peak seasons (such as Eid, August, and the Christmas and New Year holidays), shipping providers usually receive a surge of orders. This affects operations at sorting and transit facilities, so your package may have to wait before it can be sent to your location.
• If you’re shipping a package internationally, customs processing may add to the delivery time. Your package may therefore remain in transit longer.
Your package will remain “in transit” until it is confirmed to have arrived at the final sorting facility in the recipient’s city. Transit times vary depending on the shipping distance. But don’t worry—you can always track your package to make sure it’s being processed.
Read More: Send Large Packages Affordably with PaxelBig Delivery
How Long Does Transit Take?
Transit time varies depending on the shipping distance and the provider’s policies. Normally, a package may spend up to 24 hours at each transit facility for sorting, recording, and routing. However, there’s no exact prediction because transit time depends on the service you choose and the shipping distance.
If your package appears to be stuck at one transit facility for more than three days, it’s a good idea to contact the shipping provider’s customer service team. Sometimes, a tracking issue can make your package appear stationary even though it’s already out for delivery.
If you want your package to arrive quickly, choose Paxel. Paxel offers sameday delivery, nextday delivery, and regular delivery (2–3 days). Besides fast delivery, you can easily track your package in the Paxel app. So, even though transit can usually take a while, Paxel can help speed things up for you!
