Parcel2Go Reduces Service Contact Costs by 27% with Live Chat
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- LivePerson’s live chat
Tech Stack
- Live chat technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- E-Commerce
Services
- Software Design & Engineering Services
About The Customer
Parcel2Go is the largest online package delivery service in the UK, sending over 7,500 deliveries each day for over 800,000 customers. The first online parcel delivery service to reach over 100,000 users, Parcel2Go offers a variety of services including, FedEx along with DHL, City Link, UPS, Home Delivery Network, and Royal Mail. In order to provide support to customers on nearly 2,000 parcels delivered each month, Parcel2Go offers customers a service and support phone number. On average, Parcel2Go agents were handling nearly 600 customer calls per day.
The Challenge
Parcel2Go, the largest online package delivery service in the UK, was struggling to provide support to customers on nearly 2,000 parcels delivered each month. With 10 agents, customers would often have to wait in lengthy phone queues before their question could be answered or their issue addressed. The volume of inquiries they were receiving via the telephone were extremely costly, at £4 per call. The company’s customer service channel costs were higher than desired. Parcel2Go sought a cost-effective, online customer service channel to efficiently absorb the high volume of customer queries and provide an improved level of service and support.
The Solution
Parcel2Go implemented LivePerson’s market-leading live chat solution on their website in 2009, in order to provide an alternative means for customer interaction and engagement. By simply offering customers the option to chat live with a customer care representative, Parcel2Go was able to engage with a much wider population of site visitors than they had previously while relying solely on the telephone for support. The company is receiving more than 3,000 live chats per day. Agents are able to handle 4-6 concurrent chats, whereas previously, they were only able to take one phone call at a time. This is enabling the company to achieve operational efficiencies and drive costs out of the call center.
Operational Impact
Quantitative Benefit
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