“Zowie automated 92% of our customer service inquiries, lightening the load for our customer service team.”
Customer Care Director, InPost
Automation in 1 Month
Average Response Time Down from Hours
Customer Growth 0% Staff Growth
When you’re a large company whose core offerings are convenience and efficiency, your customer service must be on point. Slow response times and overstaffing don’t reflect these values. It’s critical that your agents can deal with important inquiries almost as soon as they arise. But how do you achieve convenient and efficient customer service? How do you avoid hiring platoons of people answering redundant questions?
In one word? Automation.
InPost had three goals when it came to improving the customer service they provide:
- Reduce time to respond to customer inquiries.
- Freeze the need to hire temp holiday support staff.
- Freeze the need to scale teams in lockstep with increased customer activity.
They decided to implement Zowie across the following channels: website chat, Facebook Messenger, Google Assistant, and WhatsApp.
Here are the results:
- Response times dropped from an average of several hours to 6 minutes.
- Reduction in the need to hire temporary holiday staff to handle peak inquiries.
- InPost has grown 30% with a 0% need to scale staff accordingly.
- In the first month, 50% of all customer service responses were automated.
- In less than 1 year 92% were automated.
“I recommend Zowie to any company that wants to grow fast without having to worry about customer service bottlenecks, which are one of the biggest obstacles to success.”
Contact Center Manager
Who is InPost?
InPost is one of the largest parcel delivery services in Poland. The service allows for the 24/7 collection and delivery of packages thanks to a nationwide network of more than 11,000 lockers. Thanks to innovative technology, InPost makes receiving parcels more convenient, cheap, and environmentally friendly.
Parcel lockers increase the efficiency of InPost’s logistics services. The success of the parcel lockers was also determined by the speed of deliveries. InPost now delivers as much as 98% of its shipments the day after a parcel is sent.
One of InPost’s main goals is to create a world of simple solutions through the use of modern technology, knowledge, passion, and creativity.
InPost moves important things fast. So, it’s important for them to provide customer service as fast. As a large company, InPost processes an astronomical number of customer inquiries daily. So, the question they had to ask themselves? How do we provide convenient and efficient customer service?
“Plugging Zowie into our existing tool stack automated 92% of our customer service inquiries, lightening the load for our customer service team.”
Customer Care Director
Millions of Customer Requests Led InPost to Consider Customer Service Automation
Customer support is one of the most important aspects of InPost’s service. Let’s break things down. Because InPost is one of the largest players on the market, it manages millions of packages zooming around the country. That means InPost must juggle thousands of customer inquiries daily. While providing excellent service, InPost faced challenges in meeting the urgent, real-time needs of customers.
The average wait time for a chat response was several hours. Wait times were especially high during peak hours and the holiday season. To handle surges, InPost had to hire temporary holiday staff. Any growth also resulted in the need to hire more staff, cutting into any profit margins.
Plus, agents felt overwhelmed with requests for the same mundane information. The average agent can handle around 100 customer conversations a day. Agents were unable to sort through inquiries to focus on more complicated problems.
The most common questions for customer service agents include:
- Parcel Status
- Parcel Locker Locations
- Contact Information for Couriers
InPost wanted a solution that would allow them to cut response times. They wanted agents to have the freedom to respond to more complicated inquiries. And they wanted a sustainable way to hire staff, reducing recruitment costs and holiday turnover.
From the technical end, InPost wanted a quick and easy solution. Plus, they wanted to avoid writing a wall of code and upending their existing tech stack.
That’s when they decided to give Zowie a spin.
Getting Zowie Allowed InPost to Automate 50% of Communications in 1 Month
For starters, Zowie met all of InPost’s technical requirements:
- No coding needed.
- No developer deployment.
- Plugs into the existing tech stack.
- Ready-made customer inquiry templates.
- Chatbot learns scripts fast.
InPost found Zowie to be an easy and seamless solution. Their customer service team set up the solution in 15 minutes without the help of developers. All they had to do was plug it into their existing tech stack without writing a single line of code.
Next, Zowie analyzed historical and live conversations between customers and agents. The analysis allows the AI to learn how to handle the most basic customer inquiries. Within a week, it could respond to customer questions with ready-made answers, providing immediate value.
With Zowie, questions like:
- “Where is my package now?”
- “What’s the phone number for my courier?”
- “Where is the nearest InPost locker?”
Are all answered automatically by a chatbot working across InPost’s channels including their website, Messenger, Google Assistant, and WhatsApp.
“We automated 50% of customer communication within a month of getting Zowie. The solution works fast. Plus, it’s an easy and intuitive tool. Our agents got the hang of the new solution quickly and easily,”
said Agnieszka Bednarczyk, Contact Center Manager from InPost.
“We automated 50% of customer communication within a month of getting Zowie. The solution works fast. Plus, it’s an easy and intuitive tool. Our agents got the hang of the new solution quickly and easily.”
Contact Center Manager
InPost Takes Customer Service to the Next Level with Zowie
After a year of using Zowie, InPost has experienced:
- Automated Chat on All Channels
- Automated Chat for Millions of Inquiries
- Automated Chat for 92% of all Inquiries
“Plugging Zowie into our existing tool stack automated 92% of our customer service inquiries, lightening the load for our customer service team. Our agents could focus on serious customer issues, leading to an overall increase in customer satisfaction,” said Anna Janik, Customer Care Director from InPost.
With the seamless implementation of Zowie AI, InPost found a solution to their customer service problems. They didn’t have to reinvent the wheel by overhauling their existing tech stack. Plus, the tool worked across all existing communication channels.
InPost found that the most redundant questions now received automatic answers. In the first month, chatbots handled 50% of these inquiries. Over time, that increased to 92% of all basic inquiries.
Finally, Zowie Inbox and Forwarding allowed agents to address tougher customer service issues. Especially those within their specialized area of expertise. Over time, as agents resolve more issues, Zowie AI will use the data to learn. That in turn builds the knowledge base, increases chatbot quality, and automates more responses. So, it’s only going to get better and better.
The key to convenient and efficient customer service is to leave the basic questions to the bots. InPost was able to drop their wait times from several hours to 6 minutes even during peak times without hiring or training new staff. By allowing chatbots to handle simple issues, human agents can respond with immediate value to customers.
Want to automate 92% of inquiries like InPost?