MessageBird Logo
Mobile menu

Aramex improved support agent efficiency by 3x

Learn how a global logistics company made productivity skyrocket while reducing call center costs.

Fill the form below for a free demo

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Productivity at scale

Reduced call-to-chat ratio

Reducing the amount of phone calls drove cost-reduction across Aramex’s workforce.

Automated deflection

Aramex dealt with a sudden rise in ticket volume using Flow Builder and Inbox.

Deployed across channels

With Inbox agents were able to reach customers on WhatsApp, SMS, WeChat and more.

Enhanced logistics communications

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.

Coordinating logistics during a pandemic

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.

"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

Completely customer-centric communications

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.

Achieving increased productivity at scale

Now, customers can reach Aramex on WhatsApp, SMS, WeChat, Facebook Messenger and more to track orders, reschedule packages, find branch locations, etc.

Together with the ability to automate across all of these channels, this has allowed Aramex to achieve 2.7 chats per phone call, increasing their productivity by almost 3x.

By deflecting the most common support inquiries with omnichannel chatbots and custom flows, Aramex's agents are able to more effectively support customers without manually solving routine tickets.

"Adding in the automation component, customers are provided with a seamless support flow, finding answers to their questions more quickly and efficiently than ever before."
- Ruby Wolff, ANZ COO

Want to learn about how MessageBird can help your business?

Book a demo
Cookie Settings