With increased competition in the £4 billion UK express parcel marketplace, Parcelforce Worldwide faced pressure to improve the quality of service for customers while reducing costs. The provider delivers 150,000 parcels a day, requiring a vastly complex and dynamic system to support it. The provider’s basic email package was not able to handle volumes reaching up to 50,000 emails a month. Given the time-constrained nature of the business, it’s imperative that emails are answered promptly and effectively.
Parcelforce turned to LiveOps Chat & EmailTM improving email response time by up to 500%.
Based on keyword, route direct inbound messages to the right people in your team
Quality and efficiency
Create automated responses to specific inquiries
A complete view of message history to avoid multiple responses. All customer interactions are tracked in a single, searchable record.
Customized templated improve response time
LiveOps redundant infrastructure ensures no down time, ever.
Real time monitoring
Get email delivery receipts and detailed open and click-thru reporting
Behold the LiveOps Cloud Contact Center Platform. Multi-channel. Multi-featured. And proven to multiply customer satisfaction.
Web chat and email can help reduce call volume, give customers more immediate help and improve satisfaction and conversion rates. With LiveOps Chat & Email, your agents can respond even faster and more effectively to your online customers.
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