Feedback shows Hermes’ customer focus is delivering


Hermes UK, the consumer delivery specialist, has achieved a 4.4/5-star rating on review site Trustpilot, claimed by the company to be higher than any other UK parcel carrier.

The company, which delivers on behalf of leading retailers, now has over 300,000 reviews on the site which it monitors carefully to assess customer feedback and address any issues.

This success follows the introduction of a number of new product and service initiatives designed to improve how Hermes interacts 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 Services and automates 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%.

The company has also integrated its 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 neighbor to take your 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 key 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, those online shoppers 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.

Rachel Weber, Customer Success Manager at Trustpilot, said: “Trustpilot and Hermes have partnered for over 5 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.”

Eoin Kenneally, Head of Customer Experience – Digital and Insight, said: “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.”

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