Omnichannelality to deliver on the promises of Logistics.
45%
Interactions managed in self-service
95%
Appointment taking within 8h
80%
In stock returns reduction
45%
Interactions managed in self-service
95%
Appointment taking within 8h
Challenge
A leading logistics client of ours presented a progressive increase in the phenomenon of undelivered goods to end customers, resulting from inefficiencies distributed over the delivery process, increasing warehouse returns, handling costs, and end-customer-side complaints.
Our solution
We completely redesigned the Customer Journey and taken over customer service, expanding the scope of service coverage from appointment making to returns handling, and activating new interaction channels, in order to increase contactability, serve the customer on the channel they prefer , and manage changes and rescheduling of the delivery process in a timely manner .
OMNICHANNEL
With the introduction of our conversational AI platform we have made Voice, Mail and SMS channels available to the end customer to ensure maximum reachability and effectiveness of the support service. Extending the service also to the stages following appointment making, namely tracking, inventory and returns management, we have ensured with our operators complete coverage of the end customer's needs.
SELF SERVICE
The end customer can manage booking and delivery in total autonomy, thanks to the opening of a new self-service channel enabled by our platform and empowered by an algorithm that calculates the useful delivery window and automatic verification of the delivery address through geolocation.
