DHL launches live chat to improve customer convenience

Leading logistics group, DHL has launched a Multi-Channel Tool (MCT) that allows customers to interact with DHL Express via live chat and specialized email services.

Hennie Heymans, CEO of DHL Express Sub Saharan Africa, pointed out that customers benefit from quicker response times and by interacting with the company with the channels that are most convenient to them and that the deployment of tool is a great step towards its goal of continuously improving customers’ experience.  

“A recent CMO study found that 85% of respondents expect a seamless omnichannel service from companies, where they can interact using their preferred channel. This tool offers just that, and provides personalized service in real-time that eliminates long waiting times and potential frustration.”

Mr. Heymans 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. “Live chat is the popular choice of many customers due to its fast response times.”

For customers who would prefer to communicate via more formal channels, DHL Express’ tool 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 touchpoint that is convenient for the customer,’ add Heymans.

The 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. Customer service agents also have access to processes, policies, and procedures, and case studies they can use to answer queries effectively. This empowers the agents with the correct information on hand, speeding up query resolution time.