PUTTING CUSTOMERS FIRST
“For a fast-moving industry like logistics, it is crucial for us to provide prompt customer service to resolve pressing issues with time-sensitive shipments. The pandemic has spurred us on to continue innovating and developing technology solutions that improve our customers’ overall experience,” added Lee.
DHL Express has launched the
Digital Assistant feature as a 24/7 customer service alternative to complement the customer service hotline and the website’s live chat function. Available on the myDHL+ platform and messaging applications such as WhatsApp, the mobile-friendly assistant can instantly address commonly asked questions on shipments, and provide customers with bite-sized shipping information and shipment tracking on the go.
Customers can also easily generate a quote for their shipments through this tool. For critical or more complex service issues, the Assistant is able to redirect customers to DHL’s customer service personnel for real-time assistance.
“We’re constantly exploring new means to better address the needs of our customers. With the addition of Digital Assistant to our customer service channels, we can ensure that they enjoy greater convenience and accessibility for all their shipping needs,” said Patricia Tan, Executive Vice President, Customer Service at DHL Express.
Beyond customer service operations, technology has also enabled DHL Express to offer greater convenience and flexibility to customers in planning their last-mile deliveries.
“Our ‘On Demand Delivery’ solution allows recipients to select where and when their shipment is delivered, including the option to redirect deliveries to DHL service points, parcel lockers, or retail outlet partners. Our couriers will be notified of changes in real time, ensuring that the shipments are delivered to the right place at the right time,” explained Lee.
“Our customer-centric culture is at the heart of what we do. We listen to our customers and turn their feedback into actionable tasks, which then helps us to enhance or recalibrate our service offerings to meet their changing needs.”