Solving Customer Services Challenges at Scale
To stay ahead of competitors and constantly innovate, DPD invests in modern customer service technology, including its popular mobile app, YourDPD. Formidable improved YourDPD by giving users the ability to get an instant reply by chatting with a DPD advisor about their parcel delivery.
DPD wanted to improve their customer experience by enhancing the YourDPD app, but logistical challenges stood in their way. During peak periods, DPD advisors had to manage large spikes in inquiries and provide timely replies to customers. When the call center was closed, customers weren’t able to speak to an advisor about their parcels. DPD needed to change if they wanted to improve their reputation with customers for their one million monthly active users on YourDPD.
To increase the usability of its in-app chat feature, DPD partnered with Formidable to substantially improve the chat technology of the app by rapidly building new UI features and screens in React Native. These tools would address high value customer challenges through communication and access to information.
Formidable built DPD’s in-app chat user interface with custom parts, rich media, and a new UX that integrates into Google’s Dialogflow chatbot offering. When customers wanted to ask questions, they would first use DPD’s chatbot. This bot not only minimizes the wait time for help, it also provides customers with the confidence they need when they simply want to know whether their parcel is on time or delayed.
The in-app chat screen itself was implemented in React Native and was embedded into the existing app. This enabled Formidable and DPD to quickly iterate and ship a stable feature that feels just as modern and responsive as the rest of the app. The screen’s complexity is completely isolated from the native app itself, and communicates asynchronously with the existing native app business logic. These enriched and interactive React Native UIs also provide more detailed status information, including maps of where the driver is headed.
Formidable also partnered with DPD to develop the DesignSpace community within the YourDPD app, which is a forum for collecting feedback, listening to customers’ suggestions, and gathering insights via polls. This was also tackled with React Native and has resulted in an entire “sub-experience,” without disrupting the core experience of the parcel tracking features within the app.
By selecting React Native for feature and functionality improvements, the necessary code could be written once and then deployed within all of DPD’s existing native mobile applications on Android and iOS. This resulted in a significant reduction in development time, allowing DPD to roll out effective support enhancements to all app users while also substantially reducing the number of support calls that require a live advisor.
By partnering with Formidable’s React and React Native experts, DPD quickly amplified its existing consumer applications with cutting-edge customer service features, while preserving and serving its current active user base in an impactful and measurable way.
MyDPD Chat experience answers the most common queries that account for up to 70% of all support contacts.
issues resolved automatically
As of August, 2018, 41% of requests are now resolved directly with the chatbot.
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