Case Study: Parcel2Go reduces service contact costs by 27% with LivePerson live chat

Leading UK online package delivery service, Parcel2Go, experiences reduced service contact costs by 27% with live chat

Parcel2Go, a leading UK online package delivery service, was struggling with a costly and inefficient customer service operation. Relying solely on telephone support, their 10 agents were handling nearly 600 calls a day, leading to long wait times and customer frustration. At approximately £4 per call, the costs were prohibitively high, and management sought a more effective, online channel to handle the high volume of queries and avoid losing customers to competitors.

By implementing LivePerson’s live chat solution, Parcel2Go provided an online channel that aligned with its business. The solution allowed agents to handle 4-6 concurrent chats, a significant increase from one phone call at a time. This led to a 27% reduction in service contact costs, as chat interactions cost only about 15% of a phone call. LivePerson enabled Parcel2Go to double its conversion rate and generate over £100,000 in monthly revenue directly through chat, while also significantly extending its customer service hours.

Parcel 2 Go

Martin Brown

General Manager, Parcel2Go