- 18 October 2019
- Transport / Logistics Services
Hermes UK claim that with regard customer feedback on review site Trustpilot, they have a higher rating than any other UK parcel carrier.
The company has more than 300,000 reviews on Trustpilot that they monitor closely to respond to feedback.
“Trustpilot and Hermes have partnered for over five 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,” according to Rachel Weber, customer success manager, Trustpilot.
Hermes has been investing heavily in customer interaction throughout the delivery process. Some £55 million has been put into the ‘Customer Futures’ strategy which uses innovation and technology to improve customer experience. One of the outcomes has been the AI chatbot ‘Holly’ that automates 40% of contact to Hermes’ customer service teams. It has had around 432,000 chats, reducing contacts to the human customer service team by 50%.
The delivery company has also achieved Google Assistant and Amazon Alexa integration as well as launching a new app that facilitates tracking and helps with returns amongst other things. “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,” said Eoin Kenneally, head of customer experience – digital and Insight, Hermes.