Logistik unterstützt durch verbesserte Kommunikation

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.

Koordinierung der Logistik während einer 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.

"Sowohl unsere Kunden als auch unser Team lieben es, weil es schneller und einfacher ist, auf WhatsApp-Nachrichten zu antworten, als Anrufe entgegenzunehmen oder E-Mails zu schreiben."
ANZ COO, Ruby Wolff

Völlig kundenzentrierte Kommunikation

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. 

Produktivitätssteigerung in einer Zeit der verstärkten Kommunikation

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. 

Außerdem können die Aramex-Agenten durch die Umleitung der häufigsten Unterstützung-Anfragen mit Omnichannel chatbots und flows mehr Kunden effektiver unterstützen, ohne sich mit der manuellen Bearbeitung von Routine-Tickets belasten zu müssen.

"Durch die Hinzufügung der Automatisierungskomponente erhalten die Kunden einen nahtlosen Unterstützungfluss und finden schneller und effizienter als je zuvor Antworten auf ihre Fragen."
ANZ COO, Ruby Wolff