- Customer Engagement -
- Mobility & Logistics
Salesforce implementation for enhanced courier services
Digitized interactions and real-time shipment-status automation: 150K calls/month and 87% resolution.
Goals
- Minimize low-value interactions concerning order tracking.
- Elevate customer experience for more impactful calls.
Strategy
- Roll out an omnichannel BOT solution, specifically for delivering automated order statuses.
- Real-time shipping status automation.
- Allow customers to self-manage undelivered packages due to signature requirements.
- Incorporate satisfaction surveys through open-text feedback.
- Voice and text-based self-service solution avenues.
Hightlights
- A staggering 82% of inquiries pertained to order status, of which 87% were efficiently handled by technology.
- A minor 3% of unresolved queries stemmed from unsatisfactory operator responses.
Results
- Successful management of 150k calls monthly.
- An impressive 87% resolution rate, attained by focusing on predominant issue typologies, resulting in highly efficient development.
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