Accelerating customer contact with the company and increasing the number of people served at InPost

Inpost

E-commerce

2018

User Experience

Problem

Lack of a quick communication channel for InPost customers. The existing solution - contact form, was not sufficient, because the waiting time for the first response from customer service was as much as 2-3 hours. It was necessary to implement a solution that would allow communication "here and now".

Solution

CallPage offered a tool that gave customers the ability to contact a company in seconds. A phone call proved to be the most effective way to resolve most issues within a minute. The option to leave a text message through the CallPage widget also created an additional source of leads.

Key takeaways

Creating a channel for very fast communication. Increased customer satisfaction. New source of leads. Faster customer service allows you to serve more people.

Implementing the CallPage widget on our website had a direct impact on improving the satisfaction of customers who were able to connect with a consultant in seconds. Moreover, the customer service department is able to support more customers at the same time.

Kinga Klawińska, Manager of the Sales Department at InPost

About InPost

InPost is a private logistics operator with over 11 thousand parcel machines in Poland. Paczkomaty offers customers the ability to send and receive packages on their own, without the participation of couriers or shipping points.

Why did InPost decide to implement CallPage:

Lack of a quick communication channel for InPost customers. The existing solution – contact form, was not sufficient, because the waiting time for the first response from customer service was as much as 2-3 hours. It was necessary to implement a solution that would allow communication „here and now”.

Results:

Key takeaways:

Creating a channel for very fast communication.
Increased customer satisfaction.
New source of leads.
Faster customer service allows you to serve more people.