Packlink® Resolves

30% of their total volume with DigitalGenius Automation.

Since implementing DigitalGenius, Packlink has reduced response times, increased CSAT scores and freed up agents to spend on more complex cases.

Highlights

Response Time
Reduced by
0 %
Improvement in
Agent Productivity
0 x
Cases resolved with
no agent involvement
0 %

Packlink Mission

Packlink mission is to make shipping simple and transparent for people and businesses throughout the world! Packlink is an online shipping service offering individuals and eCommerce merchants a fast and easy way of booking parcel deliveries with the world’s top couriers.

Challenge

01

Over the last two years, Packlink’s contact center volumes increased by 70%. Overwhelmed by these enquiries, response times started slipping, even to as long as a week in some cases. The team simply wasn’t able to grow quickly enough to keep up.

02

A large majority of this volume is related to orders, refunds and cancellations. Packlink also has to support a multitude of languages, which provides an additional challenge to offering quality support for every customer

03

Ultimately, Packlink wanted to offer a high quality of service to their customers without needing to grow their team

Solution

Packlink deployed DigitalGenius’ e-commerce offering in a matter of weeks. They’ve integrated the platform with Zendesk along with other backend systems. This allows customers to receive a tailored resolution based on up-to-date information in seconds rather than days or hours.
DigitalGenius uses it’s AI model to identify cases related to cancellation and refunds incorporating Packlinks business logic within the DigitalGenius process builder. This includes using DigitalGenius pre-built integrations with Hermes, UPS and various other couriers around the world.

Results

Automated Responses

30%

of all incoming inquiries were accurately resolved without

Decreased First Reply Time

50%

Average First Reply Time has dropped by 50%, with many customers receiving answers in seconds.

Fast Resolution Time

Over half

of all customer cases are resolved in less than a day, even during seasonal volume spikes.

Increased Agent Capacity

2.5x

Packlink is now solving 2.5x more tickets per month with the same number of agents.

What Our Customers Say

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