UK Mail

UK Mail Leverages A.I. to Deliver Modern Service to Its Ever-Growing Customer Base.

Executive Summary

After implementing Bold360 ai, iPostParcels, the U.K.'s largest independent parcel, mail, and logistics company, enjoyed a 4x increase in its customer base and required only a 2x increase in the size of its support team.


"Our business has more than quadrupled over the past year. With Bold360 ai we are able to serve our ever-growing account base with just a moderate increase in agents. Bold360 ai delivers great ROI, a tremendous saving in labor costs, and enhanced customer experience."

Harpinder Sohal, Head of Online Marketing

Challenge

With a rapidly growing online customer base in a highly competitive and service-intensive market, iPostParcels' email-only support infrastructure was challenged to meet customer service demands in a timely fashion. When their packages were ready to ship, iPostParcels' customers were demanding immediate answers to inquiries. The company's specialized customer service representatives were spending unnecessary time answering repetitive questions, leaving more complex customer needs unmet.

Solution

By embedding Bold360 ai's self-service widget across the entire site, iPostParcels was able to leverage its intelligent self-learning functionality, automatically creating an initial knowledge base that began answering customer inquiries with minimal ramp-up time.

Results

After implementing Bold360 ai, iPostParcels enjoyed a 4x increase in its customer base and required only a 2x increase in the size of its support team. The company also reported a significant increase in agent productivity.