Logistik yang didukung oleh komunikasi yang lebih baik

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.

Mengkoordinasikan logistik selama pandemi

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.

"Baik pelanggan maupun tim kami menyukainya karena lebih cepat dan lebih mudah untuk merespons pesan WhatsApp dibandingkan dengan menerima telepon atau menulis tanggapan email."
ANZ COO, Ruby Wolff

Komunikasi yang sepenuhnya berpusat pada pelanggan

Aramex chose Bird’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 Flows. 

Peningkatan produktivitas selama masa peningkatan komunikasi

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. 

Selain itu, dengan mengalihkan pertanyaan dukungan yang paling umum dengan omnichannel chatbots dan flows khusus, agen Aramex dapat mendukung lebih banyak pelanggan secara lebih efektif tanpa beban menyelesaikan tiket rutin secara manual.

"Dengan menambahkan komponen otomatisasi, pelanggan akan mendapatkan alur dukungan yang lancar, menemukan jawaban atas pertanyaan mereka dengan lebih cepat dan efisien daripada sebelumnya."
ANZ COO, Ruby Wolff