DHL Express has launched a unique Multi-Channel Tool (MCT) that allows customers to interact with the delivery firm via live chat and specialised email services.
By using the new tool, customers benefit from quicker response times and by interacting with the company with the channels that are most convenient to them.
“A recent CMO study found that 85% of respondents expect a seamless omni-channel service from companies, where they can interact using their preferred channel. This tool offers just that, and provides personalized service in real time that eliminates long waiting times and potential frustration,” Hennie Heymans, CEO of DHL Express Sub Saharan Africa said.
For customers who would prefer to communicate via more formal channels, DHL Express’ MCT also offers a specialised email service where customers can send their queries. “The key to success is making sure that we are available at every touch point that is convenient for the customer,’ add Heymans.
The Multi-Channel Tool uses a centralised knowledge management system that offers a customer service agent desktop, web self-service, case management, and customer interaction channels such as e-mail, telephony, live chat and social media. Customer service agents also have access to processes, policies and procedures, and case studies they can use to answer queries effectively. This empowers the agents with the correct information on hand, speeding up query resolution time.
In addition, when a query is received, it is routed to an agent knowledgeable in that specific subject matter, further enhancing the customer experience.
“Our customers are looking for speed, variety and convenience, not only in the way their deliveries are managed, but also in how they communicate. MCT helps drive that sense of convenience and improved time management and is an important part of our continued drive to innovate and use digital technology to improve our customer experience,” Mr. Heymans concluded.
DHL Express’ Multi Channel Tool is currently available in South Africa, Kenya, Nigeria, Ghana, Senegal, Cote d’Ivoire, Cameroon and Mauritius with plans to roll out to additional Sub Saharan Africa markets in the coming months.