Case Study: DPD improves customer service at scale with NearForm's React Native solution

DPD resolves 41% of support requests automatically with NearForm

DPD, a parcel delivery service, faced challenges in managing large spikes in customer service inquiries and providing timely support outside of call center hours for its one million monthly app users. To improve the customer experience, DPD partnered with vendor NearForm to enhance the chat technology within its YourDPD app.

NearForm implemented a solution by rapidly building a new React Native user interface for the in-app chat, which integrated with a Dialogflow chatbot. This allowed common customer queries to be automated. The results were significant: the chatbot now handles the most common queries, which account for 70% of all support contacts, and as of 2018, 41% of requests were resolved automatically without needing a live advisor.

DPD