Danes are the undisputed most digitalized people in Europe, but the post still needs to be delivered to both private and corporate customers. In order to provide excellent service and stay current with innovations in technology, Post Danmark is constantly seeking new ways to optimize its operations. Two hundred employees at Post Danmark’s call center take calls from clients with questions about everything from postage to changes of address during the holidays. Some of the customers calling in are simultaneously logged on to Post Danmark's website and need help to find what they are looking for. “Our clients expect us to be digital. We would like to meet that expectation,” says Eva Malene Hartmann, who is Head of Process and Sales at Post Danmark.
Most companies with large, complex websites are constantly working on making their sites more user-friendly. This also applies to Post Danmark. Customers’ feedback is an invaluable resource in this endeavor, but systematizing the feedback received by call center employees via phone has been a big challenge. Five clients may call in with the same problem but it is cumbersome to record and schematize verbal conversations. “With chats, we are suddenly receiving a lot of information which is easy to systematize. This enables us to significantly improve our website,” says Eva Malene Hartmann.“Our goal is to be ‘digital, self-serviced and surprisingly simple” says Hartmann “and this is where a live chat solution comes in.”
“We all use websites which provide the opportunity to chat to customers and we think that is a smart way to be serviced. We would, of course, like to provide the best possible service to those customers who call in to get help with our website, but thought: Why use the telephone? Why do they need to change medium in order to get help? We therefore found Netop Live Guide interesting,” explains Eva Malene Hartmann.
Customers quickly grew accustomed to using live chat. Since adopting Live Guide, 10 agents have chatted to 8,000 customers during the first three months.
While it is not unusual for employees to be a little skeptical when required to adopt a new technology, that was not the experience at Post Danmark.“There was probably an element of uncertainty in the beginning but I have noticed considerable enthusiasm among staff. They would like us to expand the solution, make it more comprehensive. I hear them say: ‘When will we see something else coming? Come on - this is good!’”
Eva Malene Hartmann looks forward to continued success with Live Guide. “The number of telephone calls and emails we receive has fallen and we regard live chat as one of the key reasons for this. We expect significant savings going forward since chats are cheaper to manage than other forms of customer interaction. As a result of the successful implementation and Live Guide’s user-friendliness, our investment will be recouped within a few months” she explains enthusiastically and reads aloud some of the customer comments: ‘Wonderful to receive professional help’, ‘Thanks for your quick response’, ‘Wonderful that you are so dynamic’.
About Post Danmark
Post Danmark A/S can trace its history as far back as 1624 when King Christian IV signed a decree concerning the establishment of a network of postmen in Denmark. They have provided reliable, fast and inexpensive transport of mail in Denmark and abroad ever since. Every day, Post Danmark's employees collect and sort a total of approx. 11 million items of mail for delivery among 5.2 million customers distributed on 2.6 million households. In several measurements, Post Danmark has proved to be fastest and to provide the best letter quality among European postal service providers.