Case Study: Aramex achieves 2.7x agent productivity with Bird

Aramex boosts agent productivity 2.7x with Bird

Aramex, a leading global logistics provider, faced a challenge when a surge in customer calls overwhelmed its support team during the pandemic. Most calls were for simple delivery updates, taking significant agent time. Low deliverability rates for SMS and email notifications exacerbated the issue. Aramex partnered with Bird (formerly MessageBird) with the goal of reducing call volume by up to 80%.

Using Bird's Flow Builder and Inbox, Aramex automated recurring inquiries through a WhatsApp chatbot and switched delivery notifications to the more reliable WhatsApp channel. This solution allowed the support team to handle multiple chats simultaneously. The results included a 2.7x increase in agent productivity and the handling of over 500,000 WhatsApp messages monthly, significantly cutting call volume.

Aramex