Updated on August 10, 2023
The worldwide market capitalization for courier and delivery services was valued at USD 394 Billion in 2021. Experts predict a Compound Annual Growth Rate (CAGR) of 4.61% in this industry from 2022 to 2027. This shows the interest in this industry segment and the potential for growth over time.
Singapore in Asia-Pacific is a significant part of this courier segment’s growth. There are several courier and delivery companies springing up across the island nation. uParcel is one such enterprise that aims to solve logistics and delivery issues. It is among the top courier companies in the region.
With services ranging from courier and outsourcing logistics to ecommerce fulfillment delivery, uParcel does it all. Singapore’s top courier and delivery service have edged the competition by staying competitively priced and offering top-notch service.
The Challenge: Thriving in a competitive industry with dynamic customer need
The courier industry is not quite saturated but has many established players worldwide. They range from FedEx and UPS in the US to Yamato Transport in the Asia Pacific. Also, uParcel to come up with market differentiators for its service to sustain the enterprise in the long run. This meant understanding the customers better, taking a proactive approach to customer service, and using process automation to achieve said goals.
uParcel needed to communicate seamlessly with its customers and offer them more visibility in the delivery process. They needed to communicate without changing the staffing requirements at the company.
The Solution: Kommunicate’s Kompose Chatbot builder
Being in the courier and delivery industry, uParcel had to anticipate customer queries before they received them. Also, they needed a lightning-fast response system. This means uParcel had a massive influx of customer queries about their deliveries and needed to automate replies.
After finding other chatbot solutions alone insufficient to handle customer queries effectively, uParcel turned to Kommunicate for a solution.
With Kommunicate’s Kompose AI chatbot builder and Kommunicate’s expert development team, they built a chatbot to meet all these needs.
Kommunicate’s chatbot handled 40% of all incoming conversations and reduced uParcel’s average First Response Time (FRT) to 87.9 seconds. This led to massive manpower savings and freed their customer support staff to focus on more complex issues.
Folks at uParcel say the best feature of the Kommunicate platform was the ease of integration into their system and the granular pricing offered by the chatbot.
Kommunicate continues to help businesses meet customer needs and expectations with its AI-driven chatbot platform and help them excel.
At Kommunicate, we are envisioning a world-beating customer support solution to empower the new era of customer support. We would love to have you on board to have a first-hand experience of Kommunicate. You can signup for free and start delighting your customers right away.