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Hermes tap into customer feedback to accelerate growth

By Sasha Fedorenko October 15, 2019 - 10:36 am

Hermes UK are continuing to use customer feedback as a barometer of their success, boasting a 4.5-star rating on a consumer review site, Trustpilot, which they claim to be “higher than any other UK parcel carrier.”

The delivery supplier currently have more than 300,000 reviews on Trustpilot which they closely monitor to address opportunities and challenges.

“Trustpilot and Hermes have partnered for over five years, working on gaining the best possible insight into customer feedback. Hermes has incorporated a review invitation into the customer’s user journey following the delivery of a parcel, ensuring all reviews are legitimate and verified.”
– Rachel Weber, customer success manager, Trustpilot.

This news follows the introduction of new product and service initiatives designed to improve how Hermes interact with customers on all platforms. These form part of the company’s ‘Digital Futures’ strategy, a £55m project prioritises customer experience through investment in innovation and technology.

Initiatives include the introduction of an AI Chatbot ‘Holly’ which has been designed to automate 40% of contact to Customer Service teams and automate parcel tracking, including signature, diversions and confirmation of delivery. Since the initial Chatbot launch in November, Holly has had a total of 432,000 chats resulting in a reduction of contacts to customer service operatives by 50%.

Hermes have also integrated their services with all Amazon Alexa and Google Assistant devices to include a ParcelShop finder, the ability to set a nominated safe place or select a neighbour to take a customer’s parcel when not at home, plus an improved process for booking returns.

A new app that provides online shoppers with increased visibility, as well as more choice and control over how they receive their parcels is also playing a pivotal role in improving the customer experience. Available on both iOS and Android platforms, it allows users to track and/or divert their parcels in real-time via their smartphones, as well as receive notifications on the current progress of their deliveries. In addition, online shoppers that are looking to return items will be able to do so more conveniently via their devices. They will be able to book a return in a few clicks, before receiving the relevant QR code and order numbers.

“Our commitment to innovation and our desire to continuously enhance our range of delivery solutions is unparalleled across the industry. This is now being reflected in the customer reviews, and this feedback is key for us in maintaining a great customer experience.”
– Eoin Kenneally, head of customer experience – digital and Insight, Hermes.

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