Salesforce implementation for Enhanced Courier Services

Digitizing Courier Interactions for a Leading Service Provider

Goals

Minimize low-value interactions concerning order tracking.
Elevate customer experience for more impactful calls.

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.

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.

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.

Results

Successful management of 150k calls monthly.
An impressive 87% resolution rate, attained by focusing on predominant issue typologies, resulting in highly efficient development.

Empowering Customer Experience Through CX Consulting

Enhancing Customer Service for a Low-Cost Airline

Cybersecurity Excellence with Balbix

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Cookie	Duration	Description	Provider
__cf_bm	1 hour	This cookie, set by Cloudflare, is used to support Cloudflare Bot Management.
_GRECAPTCHA	5 months 27 days	This cookie is set by Google. In addition to certain standard Google cookies, reCAPTCHA sets a necessary cookie (_GRECAPTCHA) when executed for the purpose of providing its risk analysis.	Google
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AtentoCom443Affinity	session	Description is currently not available.
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cf_use_ob	1 minute	Cloudflare sets this cookie to improve page load times and to disallow any security restrictions based on the visitor's IP address.
client_token	10 hours	Dailymotion places this cookie as an anonymous access token used by the Video Player, to access the API that stores content metadata when a user is not authenticated.
cookielawinfo-checbox-analytics	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytical Cookies".	Atento
cookielawinfo-checkbox-advertisement	1 year	The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Advertising Customization Cookies".	Atento
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cookietest	session	Cookie used to remember the user’s acceptance of the privacy policy.	Google
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Enable anonymous user identification and, with it, an approximate count of the number of visitors.
Anonymously identify the content visited most.
Determine whether the accessing user is new or a repeat visitor.

Cookie	Duration	Description	Provider
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_gat_UA-160271668-1	1 minute	This is used to distinguish users and to limit the percentage of requests.	Google
_gid	1 day	Cookie used by Google Analytics to store and update a unique value for each page visited.	Google
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_hjid	1 year	This cookie is associated with HotJar web analytics services and functions, which uniquely identifies a visitor during a specific browsing session, and indicates that it is part of a sample of visitors.	HotJar
_hjIncludedInPageviewSample	2 minutes	Cookies associated with HotJar web analytics services and functions, which uniquely identify a visitor during a specific browsing session and indicate that it is part of a sample of visitors.	HotJar
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AnalyticsSyncHistory	1 month	Linkedin set this cookie to store information about the time a sync took place with the lms_analytics cookie.
CLID	1 year	Microsoft Clarity set this cookie to store information about how visitors interact with the website. The cookie helps to provide an analysis report. The data collection includes the number of visitors, where they visit the website, and the pages visited.
dmvk	session	This cookie is set by the provider Dailymotion. This cookie is used for collecting statistical data of the visitor behaviour on the website. It is used for internal analytics.	Dailymotion
MR	7 days	This cookie, set by Bing, is used to collect user information for analytics purposes.
pardot	past	The pardot cookie is set while the visitor is logged in as a Pardot user. The cookie indicates an active session and is not used for tracking.
SM	session	Microsoft Clarity cookie set this cookie for synchronizing the MUID across Microsoft domains.
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Cookie	Duration	Description	Provider
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_gcl_au	3 months	This is used to monitor how many times the people who click ads end up taking an action on the site. Google does not use them for customized ad orientation and it persists for just a limited time.	Google
ANONCHK	10 minutes	The ANONCHK cookie, set by Bing, is used to store a user's session ID and verify ads' clicks on the Bing search engine. The cookie helps in reporting and personalization as well.
bcookie	1 year	LinkedIn sets this cookie from LinkedIn share buttons and ad tags to recognize browser IDs.
bscookie	1 year	LinkedIn sets this cookie to store performed actions on the website.
CONSENT	16 years 6 months 6 days 6 hours 9 minutes	Cookie that collects information on how the end user uses the website and any advertising that the end user of the website has seen.	Google
fr	3 months	The cookie is set by Facebook to show relevant advertisments to the users and measure and improve the advertisements. The cookie also tracks the behavior of the user across the web on sites that have Facebook pixel or Facebook social plugin.	Facebook
IDE	1 year 24 days	Used to improve the advertising based on the content that is relevant for a user, improve the campaign performance reports and avoid showing ads to the user that they have already seen.	Google
li_sugr	3 months	LinkedIn sets this cookie to collect user behaviour data to optimise the website and make advertisements on the website more relevant.
MUID	1 year 24 days	Bing sets this cookie to recognise unique web browsers visiting Microsoft sites. This cookie is used for advertising, site analytics, and other operations.
sid	past	Measures the performance of the ads and provides recommendations – Google	Google
test_cookie	15 minutes	Used by Google DoubleClick to serve website visitors with relevant ads, and to check if the user's browser supports cookies.	Google
VISITOR_INFO1_LIVE	5 months 27 days	Attempts to calculate the user’s bandwidth on pages with embedded YouTube videos.	Google
YSC	session	Records a unique identification to maintain statistics on which YouTube videos were seen by the user.	Google
yt-remote-connected-devices	never	Stores the user’s video player preferences using embedded YouTube video	Google
yt-remote-device-id	never	Stores the user’s video player preferences using embedded YouTube video.	Google
yt.innertube::nextId	never	YouTube sets this cookie to register a unique ID to store data on what videos from YouTube the user has seen.
yt.innertube::requests	never	YouTube sets this cookie to register a unique ID to store data on what videos from YouTube the user has seen.

Salesforce implementation for Enhanced Courier Services

Goals

Goals

Strategy

Strategy

Hightlights

Hightlights

Results

Results

Cases

Empowering Customer Experience Through CX Consulting

Enhancing Customer Service for a Low-Cost Airline

Cybersecurity Excellence with Balbix