Global shipping company, DHL, has just introduced a live chat feature on its platform. This Multi-Channel Tool feature has been rolled out to help customers interact better with DHL Express via live chat and specialised email services.
The tool is also to help improve the times the company responds to its customers. This is a part of the shipping company’s commitment to innovation. Hennie Heymans, the CEO of DHL Express for Sub Saharan Africa, says the company’s customers are going to enjoy quicker response times from this new tool.
He said the deployment of the MCT is an innovative way for the company to continuously improve customers’ experience. He added that customers can use the live chat option on a mobile device or on the DHL Express website and receive assistance with self-help options online.
The central view of a customer’s interaction history allows us to answer their questions accurately and quickly, as our agents have access to all the information they require in one place. Responses to queries will be more consistent and accurate because all agents have access to the same information.
Our customers are looking for speed, variety, and convenience, not only in the way their deliveries are managed, but also in how they communicate. MCT helps drive that sense of convenience and improved time management and is an important part of our continued drive to innovate and use digital technology to improve our customer experience,” Heymans concluded.
DHL Express’ live chat tool is currently available in a few African countries: Cameroon, Cote d’Ivoire, Ghana, Kenya, Nigeria, South Africa, Senegal, and Mauritius. The company has plans of rolling it out in other countries soon.

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