Hennie Heymans, CEO of DHL Express sub-Saharan Africa, said customers benefit from quicker response times and by interacting with the company with the channels that are most convenient to them.
This tool offers just that, and provides personalised service in real-time that eliminates long waiting times and potential frustration.”
He explained that customers can use the live chat option on a mobile device or on the DHL Express website and receive assistance with self-help options online.
A report by Communications Technology Company (COMM100) of over 45 million chat interactions in 2018 revealed an 83 percent customer satisfaction rating, which highlighted the importance of including a live chat function in the tool.
Another benefit of live chat is that it can eliminate the issues that come from bad connections which can cause distorted spoken messages.
The MCT 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.
