Parcel2Go Reduces Service Contact Costs by 27% with Live Chat
公司规模
Large Corporate
地区
- Europe
国家
- United Kingdom
产品
- LivePerson’s live chat
技术栈
- Live chat technology
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 电子商务
服务
- 软件设计与工程服务
关于客户
Parcel2Go is the largest online package delivery service in the UK, sending over 7,500 deliveries each day for over 800,000 customers. The first online parcel delivery service to reach over 100,000 users, Parcel2Go offers a variety of services including, FedEx along with DHL, City Link, UPS, Home Delivery Network, and Royal Mail. In order to provide support to customers on nearly 2,000 parcels delivered each month, Parcel2Go offers customers a service and support phone number. On average, Parcel2Go agents were handling nearly 600 customer calls per day.
挑战
Parcel2Go, the largest online package delivery service in the UK, was struggling to provide support to customers on nearly 2,000 parcels delivered each month. With 10 agents, customers would often have to wait in lengthy phone queues before their question could be answered or their issue addressed. The volume of inquiries they were receiving via the telephone were extremely costly, at £4 per call. The company’s customer service channel costs were higher than desired. Parcel2Go sought a cost-effective, online customer service channel to efficiently absorb the high volume of customer queries and provide an improved level of service and support.
解决方案
Parcel2Go implemented LivePerson’s market-leading live chat solution on their website in 2009, in order to provide an alternative means for customer interaction and engagement. By simply offering customers the option to chat live with a customer care representative, Parcel2Go was able to engage with a much wider population of site visitors than they had previously while relying solely on the telephone for support. The company is receiving more than 3,000 live chats per day. Agents are able to handle 4-6 concurrent chats, whereas previously, they were only able to take one phone call at a time. This is enabling the company to achieve operational efficiencies and drive costs out of the call center.
运营影响
数量效益
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