Aramex

Aramex is a global logistics provider with 18,000 employees and offices in over 70 countries. When online shopping surged during the pandemic, its support team was inundated with a sustained higher volume of calls — most of them simple requests to track, schedule, or change a delivery, eating time and resources.

Low deliverability on SMS and email tracking updates made it worse: customers couldn't reply to SMS, email responses were slow, and so they turned to the phone for support. Aramex set a goal to reduce calls by up to 80%, and needed a partner that could help manage the volume efficiently.

Aramex chose Bird's Flow Builder and Inbox to meet customers on their preferred channels while building self-service automation that deflects calls. Routine inquiries resolve in chat, delivery updates moved to a channel customers actually read, and agents work every conversation from a single place.

“Both our customers and our team love it because it's faster and easier to respond to WhatsApp messages than it is to take calls or write email responses.”

Ruby Wolff, ANZ COO, Aramex

With customers directed to self-service first, agents handle multiple chats at once and resolve issues faster — managing 2.7 conversations in the time a single call used to take, with much faster response times. Aramex began in Australia and New Zealand and is rolling Bird out to three more countries as it works toward its 80% call-reduction goal.

“Call center agents now have really fast response times, which has also helped us retain our customers during this difficult period.”

Ruby Wolff, ANZ COO, Aramex