Case Study: DHL achieves faster social customer service with DataEQ Engage

DHL delivers service excellence with DataEQ’s Engage solution

DHL, the global leader in express logistics, faced the challenge of managing a significant increase in online customer queries and social media conversation, a trend accelerated by the COVID-19 pandemic. To maintain its customer-centric service excellence across digital touchpoints, DHL turned to DataEQ for a solution, implementing its Engage social customer service tool.

By using DataEQ's Engage platform and its prioritised ticketing system, DHL was able to drastically improve its social media customer service. Within just four weeks, the company achieved a notable decrease in average weekly response time and a marked improvement in response rate, despite its social media conversation volume growing by more than 45%. DataEQ empowered DHL's agents to resolve customer queries quickly and efficiently on their preferred channel.

DHL

Mahendra Beharie

Vice President Customer Services