unblu
8 Case Studies
Case Study: Swiss Post increases contact center efficiency with Unblu Chatbot, Live Chat and WhatsApp
A unblu Case Study
Swiss Post handles 4,000+ WhatsApp inquiries with unblu
Swiss Post aimed to maintain high service levels for its diverse 2.5 million clients while controlling costs, especially with rising e-commerce parcel volumes. They partnered with the vendor Unblu to address this challenge by introducing more efficient digital support channels, including a chatbot, live chat, and WhatsApp.
Unblu's solution provided a multi-channel approach to deflect requests from the traditional contact center. The implementation of a chatbot, live chat, and a WhatsApp channel gave customers choice and led to efficient support. Swiss Post reported that the live chat and WhatsApp channels proved highly effective at achieving a high First Contact Resolution rate, with the WhatsApp channel alone receiving over 4000 inquiries within weeks of launch.
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