Case Study: Aramex achieves a social customer care powerhouse with CX Social

Aramex Transforms its Social Media Channels into a Social Customer Care Powerhouse

Aramex, a global logistics and transportation provider based in Dubai, faced rapidly growing volumes of social media questions and support requests that overwhelmed its marketing team and then its customer service team. To manage customer care at scale, Aramex needed a centralized social engagement solution with collaboration and reporting across major social platforms, and chose CX Social (used in the case as Engagor).

CX Social helped Aramex identify and prioritize critical mentions, manage cases across teams, and generate tailored analytics for stakeholders. With CX Social, Aramex improved productivity, reduced time spent on spam and non-actionable comments, and strengthened cross-department collaboration; the company also gained clearer visibility into sentiment, topic trends, and regional performance, supporting faster response handling and a more strategic social customer care program.

Aramex