A multi-channel tool (MCT) that allows customers to interact with a courier service via live chat and specialised email services, is now available.
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 email, telephony, live chat and social media.
Customer service agents have access to processes, policies and procedures and case studies which can be used to answer queries more effectively. The data aims to provide agents with the correct information and to improve the time it takes to resolve queries.
In addition, specific customer enquiries are directed to agents with specialised knowledge of the particular subject, with the aim of further enhancing the speed and efficacy of query resolution.
The live chat option is accessible on a mobile device or on a website that includes online self-help options.
A specialised email service is also available for customers who might prefer to use more formal channels of communication.
DHL Express sub-Saharan Africa states that its launch of the live chat functionality is partly a response to a recent study showing that 85% of customers expect a seamless omni-channel service from companies.
The MCT is current available in South Africa, Kenya, Nigeria, Ghana, Senegal, Côte d’Ivoire, Cameroon and Mauritius with plans to roll out the service to additional sub-Saharan Africa markets in the near future.