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Swiss Post takes a leap forward by enabling clients to receive support via WhatsApp

With the rise in parcel shipments correlated to the expansion of e-commerce, Swiss Post is working actively on ensuring a high level of service while maintaining a stable cost structure. Diversifying customer collaboration through digital channels (phone support, live chat, and written requests) is a key initiative in reaching those goals.

The implementation of Whatsapp marks the latest milestone in this ongoing project, which also includes phone support, live chat, and written requests. Alongside these channels, WhatsApp offers another simple and user-friendly means of customer engagement.

“WhatsApp as an additional and direct customer channel meets a need, and is a logical step.

Jean-Jacques Toffel, Head of the Contact Center and Sales SMEs

“WhatsApp as an additional and direct customer channel meets a need, and is a logical step," says Jean-Jacques Toffel, Head of the Contact Center and Sales SMEs of Swiss Post.

The value of asynchronous communication 

According to Jens Rabe, COO at Unblu, “asynchronous communication achieved either via an in-application embedded Secure Messenger or a third-party application like WhatsApp has tremendous benefits for both clients and companies. 

It changes the paradigm for immediate communication without impacting the client experience. Users are accustomed to having the ability to submit a question wherever and whenever, but are quite satisfied by only receiving an answer within a few hours. It is a great opportunity to scale the deployment of digital channels, and Swiss Post has understood this perfectly.”  

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