以加强通信为后盾的物流

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.

在大流行病期间协调物流

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.

"我们的客户和我们的团队都喜欢它，因为回复WhatsApp信息比接电话或写电子邮件回复更快、更容易。"
ANZ COO, Ruby Wolff

完全以客户为中心的沟通

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. 

在通信量增加的时期，生产力的提高

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. 

此外，通过使用全渠道chatbots 和自定义flows 转移最常见的支持查询，Aramex 代理能够更有效地为更多客户提供支持，而无需承担手动解决常规票单的负担。

"加入自动化组件，为客户提供了一个无缝的支持流程，比以前更快、更有效地找到问题的答案"。
ANZ COO, Ruby Wolff