Logistiek ondersteund door verbeterde communicatie

Aramex ANZ is a leading logistics provider serving the Australia and New Zealand regions. “We offer a cost-effective, reliable, timetabled courier service,” said Ruby Wolff, COO of Aramex ANZ. “Backed up by the latest innovative technology and real-time track and trace facilities, Aramex Australia & New Zealand is the ideal choice for businesses of all sizes, domestic and international.” As part of that commitment to using the latest technology, Aramex was in search for a communication partner to enhance their customer communications.

Coördinatie van de logistiek tijdens een pandemie

With a sudden, global rise in shipping and forced remote work due to COVID-19, Aramex’s support team was quickly inundated with a sustained higher volume of support tickets. Most of these tickets are for customers who want to track, schedule, or reschedule their deliveries. While this is relatively easy for an agent to help with, it often involves several back and forth communications, which take up agent time. 

With the rise in ticket volume, Aramex needed to help their team  be more efficient to best serve their customer. That meant finding a partner that could help make customer communication more automated and more effective.

"Zowel onze klanten als ons team houden ervan omdat het sneller en gemakkelijker is om te reageren op WhatsApp-berichten dan om telefoontjes aan te nemen of reacties per e-mail te schrijven."
ANZ COO, Ruby Wolff

Volledig klantgerichte communicatie

Aramex chose MessageBird’s omnichannel Inbox because it enabled them to communicate with customers on their preferred channels, while also coming with automation tooling they needed to build effective deflection for their support team. Quickly, Aramex deployed Inbox and implemented automated communication flows using Flow Builder. 

Een verhoging van de productiviteit in een tijd van toegenomen communicatie

Now, Aramex customers can reach Aramex on their preferred channels (WhatsApp, WeChat, Messenger, SMS and Google Business Messages), and they can track and reschedule packages, find branch locations, and more all through automated flows. Together, this allowed Aramex to manage 2.7 chats per one phone call, increasing their productivity by almost 3x. 

Bovendien kunnen Aramex-agenten, door de meest voorkomende ondersteuningsvragen om te buigen met omnichannel chatbots en aangepaste flows, effectiever meer klanten ondersteunen zonder de last van het handmatig oplossen van routinetickets.

"Door de automatiseringscomponent toe te voegen, krijgen klanten een naadloze supportflow en vinden ze sneller en efficiënter dan ooit tevoren antwoorden op hun vragen."
ANZ COO, Ruby Wolff