Customer Service

PostNord

Digitalisation of customer service with 2 million annual inquiries

annual inquiries

30%

email deflection

40%

reduced AHT

ChallengeSolutionResult

Challenge

PostNord currently receives around 2 million customer inquiries annually. When customers call, it is often because something has gone wrong with the delivery of their parcel. This generates many calls and emails, costs resources and does not necessarily create a good customer experience, as it is not always possible to clarify where the parcel is and when it will arrive. The situation called for a genuine digitalisation of customer service that could create a foundation for the future and utilise new technologies such as chatbots, interactive email forms and prediction to support customer inquiries about parcels and more.

Before: high volume, limited self-service

1Customer contacts PostNord

2Mostly calls and emails

3Everything lands with an agent

Calls + Emails~2 million inquiries/year

Solution

In close collaboration with customer service, we developed a digitalisation strategy with very concrete digital initiatives that could deflect customer inquiries in a new digital way. We subsequently helped train agents in customer service to use the new technologies.

After: digital deflection and AI prediction

Responza

Answers before the contact

Chatbot

Self-service

AI prediction

Agent30% deflection + up to 40% lower AHT

Result

“From high-volume calls and emails to proactive self-service and AI prediction.”
— Responza & PostNord

The digitalisation created a measurable effect across channels and gave PostNord a stronger foundation for future customer service.

Before

Many calls and emails without instant clarification

After

Proactive self-service and AI-based parcel prediction

Achieved 30% deflection on emails with a new intelligent contact form for written inquiries

High knowledge and competence level brought into all service situations

Moved many customer inquiries to self-service with a new proactive app

Introduced AI-based parcel prediction, enabling better and shorter service during customer inquiries

Structured approach to knowledge sharing across channels reduced AHT on calls by up to 40%

Customer service and support: What are the requirements?

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