Case Study: Aramex achieves nearly 3x courier communications productivity with Bird (formerly MessageBird)

Courier Communications 3x More Productive

Aramex ANZ, a leading logistics provider across Australia and New Zealand, faced a surge in customer support tickets during COVID-19 as more customers sought tracking, scheduling and rescheduling help. To reduce back-and-forth agent time and improve response speed, Aramex partnered with Bird (formerly MessageBird) and adopted its omnichannel Inbox and Flow Builder automation tools.

Using Bird (formerly MessageBird)’s Inbox, Flow Builder and chatbots, Aramex enabled customers to interact via WhatsApp, WeChat, Messenger, SMS and Google Business Messages and to self-serve tracking, rescheduling and branch info. The automation deflected routine inquiries and let agents handle more complex cases, raising productivity to about 2.7 chats per phone call—nearly a 3x improvement—and delivering faster, more efficient customer support.

Aramex

Ruby Wolff

Chief Operating Officer