Case Study: Yodel improves customer service and call handling with Eckoh

Yodel Increasing customer contact channels brings better CX and channels of choice

Yodel, a major UK parcel delivery service, faced the challenge of improving its customer experience through its telephone channel. Its outdated automated system was inefficient, failing to provide the quick and versatile service customers needed for tracking and changing deliveries. To become more competitive, Yodel turned to vendor Eckoh for a modern solution.

Eckoh implemented a new cloud-hosted IVR and advanced speech recognition system. This solution automated customer interactions for tracking and redelivery, integrating with Yodel's CRM to provide real-time parcel status. The results were significant: a 30% increase in calls handled without an agent, a 50% reduction in abandoned calls, and an 83% reduction in calls going directly to an agent. Eckoh's system provided 24/7 service and efficiently managed large seasonal call volume spikes.

Yodel