Yodel renaissance continues as it scoops coveted customer service award
Yodel has been awarded a coveted customer care award at the CCA Global Excellence Awards. The parcel carrier won the ‘Best Technology Partnership’ award, for its work with Felicitas Media, in developing and creating the bespoke social media management system, Gnatta.
The judges were highly impressed by the Gnatta software, which provides Yodel’s social media customer service team with the ability to route, queue and report interactions and ultimately resolve consumer queries across multiple platforms. The technology has increased the team’s productivity by 150 percent.
The Gnatta announcement follows news last month that Yodel’s cutting-edge ‘Have Your Say’ customer feedback programme from eDigitalResearch, has received over a million customer reviews so far. The ongoing feedback provides Yodel and its clients with live feedback and has allowed Yodel to develop new solutions as well as identify and resolve any individual customer issues, when they arise, resulting in a 49 per cent increase in customer satisfaction in the last 18 months.
Dick Stead, Executive Chairman of Yodel, said: “This is an incredibly important achievement for Yodel as we work to achieve strong customer service levels across our business. This award is deserved recognition for both the team at Yodel and our partner Felicitas Media, which has helped us to evolve our social media service.
“Investing in technology is vital to ensure continuing success in the carrier industry. Last month, we reached a milestone one million customer responses since our ‘Have Your Say’ programme began. These innovative technologies are allowing us to provide the best possible interaction with consumers showing that we are listening and here to help, not just with their immediate query but in evolving services to meet their future needs.”
Gnatta allows large volumes of customer service operators to work concurrently on any social media account and handle posts and email in one tool. Unique in its approach, it uses traditional customer service reporting strategies, so that activity can be monitored and measured.
Yodel fought off stiff competition from Samsung Electronics UK, Santander UK and Serco – LivePerson to win the award.
CCA Excellence Awards programme is designed to recognise achievements of individuals and organisations committed to delivering outstanding customer service. The Awards is the most respected and sought-after programme, unique through its peer group judging process. The judging panel includes professionals from all sectors, and senior executives with wide-ranging experience in customer contact centres.
Yodel handles over 155 million parcels every year and has a relationship with 85 per cent of the UK's top retailers. Headquartered in Hatfield, it has over 60 locations across the UK, including three central sorts and over 50 service centres.
CCA Global is the leading independent authority on future contact centre strategies and operations. Over 900 organisations currently subscribe to CCA services.
Cainiao Network Launches Customer-Centric Logistics
As the logistics division of the Alibaba Group, Cainiao Smart Logistics Network has decided to provide its Southeast Asian customers with unsurpassed service during its annual shopping festival. Based on customer feedback surveys, the company will expand its real-time customer service support and speed up delivery times. ‘By expanding and deepening our services, we aim to provide a stronger logistics infrastructure that can bolster the booming eCommerce sector, support merchants’ expansion into new markets and diversify retail options for consumers’, said Chris Fan, Head of Cross-Border, Singapore, Cainiao Network.
Who Is Cainiao?
According to TIME Magazine, Cainiao ‘is far from a typical logistics firm’. The company controls an open platform that allows it to collaborate with 3,000 logistics partners and 3 million couriers. This means that merchants can choose the least expensive and most efficient shipping options, based on Cainiao’s real-time logistics analytics. The company’s goal is to ship packages anywhere in the world in under 72 hours—and for less than US$3.00.
For countless small business owners around the world, from coffee-growers to textile-weavers, this could change everything. Usually, it costs about US$100 to ship a DHL envelope from Shanghai to London in five days. Cainiao aims to change that. Said its CEO Wan Lin: ‘The biggest barrier to globalisation is logistics’.
What’s Part of the Upgrade?
Throughout the Tmall festival, Cainiao’s logistics upgrade will be divided into four critical segments:
- Real-time customer service support. Cainiao has launched a direct WhatsApp channel for customers to receive logistics updates and ask questions.
- Expansion of air freight parcel size and weight limits. Packages can now be up to 30 kilograms or 1-metre x 1.6 meters to help ship large items such as furniture.
- Daily air and sea freight connections. Shipping frequency will almost double to seven times weekly to maintain resilience and efficiency.
- Compensation for lost or damaged packages. Customers will be reimbursed up to RMB 2,000 (US$311).
Where is the Company Headed?
From June 1st to June 20th, the finale of Tmall, Cainiao will ensure that its customers feel confident in the company’s ability to deliver their packages. Despite global shipping delays due to COVID, the show will go on. Said Fan: ‘This series of customer-centric logistics upgrades reaffirms our goal of pursuing value-added services to enhance customers’ shopping experience while mitigating challenges posed by external factors’.
Furthermore, Cainiao has recently expanded its Southeast Asian operations, achieving revenue growth of 68% year-over-year. In Malaysia, the logistics operation has partnered with BEST Inc. and Yunda; in Singapore, the company has partnered with Roadbull, Park & Parcel, and the Singapore Post. And if its recent measures help retain and grow its customer base, the company will be well-poised to lead the industry in resilient and customer-centric global logistics. ‘COVID-19 made everyone realise how important the logistics infrastructure backbone is’, said Wan. ‘And it gave us a peek at what Cainiao should look like in three years’.