DHL Launches Live Chat

As part of DHL Express’ commitment to innovation, the company has launched a unique Multi-channel-Tool (MCT) that allows customers to interact with DH L Express via live chat and special is ed email services. The CEO of DHL Express Sub Saharan Africa, Hennie Heymans, said customers benefit from quicker response times and by interacting with the company with the channels that are most convenient to them. The deployment of MCT is a great step towards our goal on continuously improving our customers’ experience. “A recent CMO study found that 85 per cent of respondents expect a seamless omni-channels er vice from companies, where they can interact using their preferred channel. This tool offers just that, and provides personal is ed service in real time that eliminates long waiting times and potential frustration.” He explained that customers could use the live chat option on a mobile device or on the DH L Express website and receive assistance with selfhelp options online. “Live chat is the popular choice of many customers due to its fast response times.” A report by Communications Technology Company( COMM 100) of over 45 million chat interactions in 2018 revealed an 83 per cent customer satisfaction rating, which highlighted the importance of including alive chat function in the tool. Another benefit of live chat is that it can eliminate the issues that come from bad connections, which can cause distorted spoken messages.