Case Study

Increase efficiency in the contact center

The Swiss Post serves 2.5 million clients every year, meaning they address a wide range of profiles, ages, and digital literacy levels. In order to adjust to a very diverse clientele, the Swiss Post decided to enrich their service channels so that all client segments could find their preferred way of engagement.

For the past two years, Swiss Post has been working with Unblu to deploy a new means of client engagement and support: chatbot, live chat and WhatsApp.

of requests are handled by the chatbot.

increase in agent productivity.

of support requests moved to Unblu channels.

Challenges and roll out

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 is a key initiative in reaching those goals.

Offload the contact center by deflecting support request to more efficient channels

Chatbot

Enables chatbot support for customer requests on the Swiss Post website

Provides an additional asynchronous channel to support customers with their inquiries online.

Results achieved so far

First Contact Resolution rates per channel

Enabling choice

“Within a few weeks of launching our WhatsApp channel, we already had more than 4000 inquiries, reinforcing our conviction that when it comes to client service, choice is key. Moreover, Live Chat and WhatsApp have proven to be much more effective in achieving a high FCR”

Raphael Tanner, Lead Conversation Design & IA Content Management at Swiss Post

“Our combination of Chatbot and Live Chat has proven quite successful over the past years. The introduction of asynchronous messaging will give our organisation an even stronger edge to increase client satisfaction.”

Raphael Tanner Lead Conversation Design & IA Content Management

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