Logistics
Logistics provider
A logistics provider received hundreds of 'where is my package' questions per week. Chathands answered track & trace questions instantly and handled delays proactively.
- Sector
- Logistics
- Channels
- Live chat · Email
- Result
- Fewer repeat questions and calm in the operations team.
Summary
A logistics provider received hundreds of 'where is my package' questions per week. Chathands answered track & trace questions instantly and handled delays proactively.
The challenge
Customers constantly asked about shipment status. The in-house team spent all day answering the same questions.
Our approach
01
Conversation analysis
We mapped the recurring questions: Customers constantly asked about shipment status. The in-house team spent all day answering the same questions.
02
Team and knowledge base
We trained a dedicated team on tone of voice, products and processes, and captured everything in a shared knowledge base.
03
Live on the channels
Chathands answered track & trace questions instantly via live chat and email, communicated delays proactively and escalated only damage claims.
04
Steering on data
Weekly reporting on volume, response time and topics. The effect: Fewer repeat questions and calm in the operations team.
Results
- Response time
- Within 30 seconds
- Handled conversations
- +2,400 / month
- Repeat contacts
- -55%
- Escalations
- < 6%
Frequently asked questions
How fast was this team live?
A team like this is usually live within two weeks: onboarding, training on your tone of voice and the first conversations on Live chat · Email.
Does the brand experience stay intact?
Yes. Our specialists work entirely under the name of Logistics provider and follow the agreed tone of voice and escalation rules.
Why is this case anonymous?
We keep our clients anonymous because of privacy and the reputation of the organisations we serve. During a demo we show live examples of specific situations.
What does a setup like this cost?
Monthly plans start at 149 euro per month plus 2.75 euro per handled conversation, including our own customer communication software. Flex works without a monthly fee.
Your customers are already talking. Let Chathands answer.
Real people. Real conversations.