Apaczka Case Study

Client: Apaczka

Industry: Logistics

Extent of implementation: 1 IVR branch

Motivation for implementation:

  • automating repetitive parcel status phone inquiries
  • serving customers 24/7
  • cost optimization while developing the customer service department

About the client:

Apaczka.pl provides business clients with tools to support and improve their shipment process. Placing orders takes place through the customer panel on a platform integrated with the sales system or online customer store.

Thanks to the unification of services, the contractor has access to the entire history of submitted orders and can easily monitor shipments.

Apaczka has already been trusted by over 60,000 customers who have shipped nearly 20 million shipments!

Implementation:

The implementation was applied to one of the IVR branches, to which Apaczka.pl customers were sent to check the status of late shipments. Because the parcel forwarding numbers are very long, we decided to simplify the inquiry process – the customer is asked only for the last couple of digits that are necessary and sufficient to identify the shipment. Thanks to this, we have also optimized the time needed to handle one query.

RESULTS:

20%

CALLS HANDLED BY VOICE BOT

30%

OF ORDERS INCREASE WITHOUT INCREASING EMPLOYMENT

REDUCTION OF CUSTOMER SERVICE CENTER OPERATING COST AND MAINTAINING SERVICE STANDARDS.

WORKING ON THE NEXT IVR BRANCH AUTOMATION. 

VIDEO:

In this short, 6-minute video – Marcin Susmanek, board member of R2G Sp. z o. o., the owner of Apaczka.pl, talks about implementing our solution. From the video, you will learn how the implementation of the Talkie bot influenced the work of the customer service center and what benefits it brought to the company.

How can a bot support your industry? Take a look at our implementation examples.