Parcelforce Worldwide

Change the way customers interact with you.

The Challenge

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.

The Solution

Parcelforce turned to LiveOps Chat™ and LiveOps Email™ improving email response time by up to 500%.

Benefits

Smart routing

Based on keyword, route direct inbound messages to the right people in your team

Quality and efficiency

Create automated responses to specific inquiries

Immediate visibility

A complete view of message history to avoid multiple responses. All customer interactions are tracked in a single, searchable record.

Increased productivity

Customized templated improve response time

Always-on reliability

LiveOps redundant infrastructure ensures no down time, ever.

Real time monitoring

Get email delivery receipts and detailed open and click-thru reporting

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