AFRICA — DHL Express, a division of the German logistics company Deutsche Post DHL, has launched a unique Multi-Channel Tool (MCT) that allows customers to interact with DHL Express via live chat and specialized email services.
According to DHL, the new launched tool is in line with the company’s commitment to innovation and will be a great step towards its goal of continuously improving its customers’ experience.
Live chat is the popular choice of many customers due to its fast response times. A report by Communications Technology Company (COMM100) of over 45 million chat interactions in 2018 revealed an 83% customer satisfaction rating, highlighting the importance of including a live chat function in the tool.
“Our customers are looking for speed, variety and convenience, not only in the way their deliveries are managed, but also in how they communicate,” said Hennie Heymans, CEO of DHL Express Sub Saharan Africa
“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.”
DHL’s Multi-Channel Tool uses a centralized 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.
It also provides customer service agents access to processes, policies and procedures, and case studies they can use to answer queries effectively. This will empower the agents with the correct information on hand, speeding up query resolution time.
In addition, the tool further enhances customer experience by routing a query to an agent knowledgeable in that specific subject matter while at the same time eliminating the issues that come from bad connections which can cause distorted spoken messages.
For customers who would prefer to communicate via more formal channels, DHL Express’ MCT also offers a specialized 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,’ noted Heymans.
DHL Express’ Multi Channel Tool is currently available in South Africa, Kenya, Nigeria, Ghana, Senegal, Cote d’Ivoire, Cameroon and Mauritius and the company has plans to roll out to additional Sub Saharan Africa markets in the coming months.
