Clarabridge Engage Brings Greater Efficiency to Social Customer Care at Aramex

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Tags:
collaboration
customer care
digital engagement
efficiency

CHALLENGE

As Aramex’s customer base grew, so did its social data volumes. With volumes tripling year over year, the Customer Service team was no longer able to efficiently provide social customer care. The Dubai-based transportation solutions company needed a more powerful tool to oversee its social engagement program—one that was integrated across the most popular social media platforms and that would act as a one-stop solution for social engagement, team collaboration, and reporting capabilities.

SOLUTION

Clarabridge Engage allows Customer Service, Corporate Communications, and Marketing—the three teams that now share ownership of the social media program—to share reports on customer interaction, feedback trends, and social activity across regions. Now, the teams can efficiently and automatically identify critical issues, assign levels of priority, initiate case management for cross-team collaboration, categorize feedback topics, and close the loop on all customer comments. Aramex also uses Clarabridge analytics to create customized reports that are shared with the management team and then used to tailor internal processes, improve agent engagement, and fix areas of negative sentiment.

SUCCESS HIGHLIGHTS

  • Ability to automatically prioritize customer mentions through notifications, filters, and folders, which allows for greater productivity and efficiency
  • Better visibility into how customers think and engage with the Aramark brand globally
  • Better collaboration across departments, leading to improvements in customer response and handling times
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“With the help of Clarabridge Engage, Aramex is able to automatically prioritize customer mentions through notifications, filters, and folders.”

Amy Tinley, Experience Program Leader, ADP

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