DPD revealed at The Delivery Conference yesterday that the company would continue its innovations of last year by building on its DPD Precise service with the debut of DPD Precise Deluxe, a new service that will launch on 20 February.
Integrating into a retailer’s checkout Dwain McDonald, CEO of DPD said the new capability would allow customers to choose the slot of their choice for next day delivery at the point of purchase.
DPD Precise meanwhile, which is currently live with seven major clients, will continue to rollout in Q2 and Q3, McDonald said with new retailers being introduced on a fortnightly basis.
The company will also enable customer communications through its app, said McDonald, confirming that just before Christmas the company hit a million downloads.
DPD will launch two new services Click2Call and Chat on 13 March, allowing end consumers to directly query about their parcels by going through the app rather than having to navigate through a traditional call centre route.
“We had 5.5 million calls to our contact centres last year and I said we are doing a great service but it’s not fabulous. An app user should get a better experience. They have bothered to set their profile up so we need to try and up the game,” said McDonald.
He said he’d set an SLA of seven seconds for a call from the app versus a traditional contact centre phone call SLA of 70 seconds to get through to a human. Using the Click2Call function will also allow customer services staff to be more proactive on the call since staff will know who the customer is and the parcel the customer is calling about without having to be told.
The new Chat function, also provided through the app, will boast similar benefits, said McDonald as well as save the retailer both time and money in having to deal with the customer themselves. “We are giving them the ability to talk to us in the way they want to and they’re not going to call you, the retailer,” he said.
Image credit: DPD
