increase in agent productivity
customer satisfaction, up from 85%
reduction in inquiry-resolution time
No more hold times
Ninja Van Group is a tech-enabled logistics company headquartered in Singapore, providing supply chain solutions for businesses of all sizes across Southeast Asia. The company uses social media and messaging apps like Messenger to provide a range of services, including package tracking, proactive delivery notification updates, and live chat support so customers can quickly and easily get the support they need.
Better service, faster resolution
Ninja Van Group wanted to save time for their customers and provide even better, faster service by reducing reliance on phone calls and emails. At the same time, the company wanted to free up agent time for harder-to-address issues like lost parcels.
A proactive support channel
Customers waiting for package deliveries often want to track shipping progress, provide more detailed delivery instructions, request live updates, and more. Ninja Van Group observed their customers don’t always want to wait on hold to speak to a support agent. Increasingly, they noted, customers would rather reach out using messaging apps like Messenger from Meta.
Wanting to meet their customers’ needs, Ninja Van Group often prefers their agents to use messaging apps too, because it’s shown to provide additional efficiency over phone communication alone. To reduce demands on call centers and provide more timely customer service, Ninja Van Group decided to ask callers if they’d rather chat with an agent on Messenger to receive faster service. If selected, Ninja Van Group sends the caller a SMS with a Messenger shortened url link called m.me. Customers click on this link to start a chat with a live agent.
The results speak for themselves. Since agents can only manage one phone call at a time but can handle up to five chats simultaneously, they now serve about twice as many customers in a day and resolve inquiries 12% faster. Customers can also pick up the conversation later. Ninja Van Group was able to increase customer satisfaction score from 85% to 95% by deflecting callers to Messenger. Agents use the time they save to focus on less common but thornier issues like lost parcels.
Live chats also resolve issues faster than email support. Ninja Van Group does its best to respond to email inquiries within four hours and usually answers within two, but it can respond in minutes on messaging channels like Messenger.
“The advantage of using Messenger is that customers don’t have to download a new app,” says Tan Boxian, co-founder and chief product officer at Ninja Van Group. “We proactively promote Messenger as a support channel, and customers can easily start a conversation with us on Messenger directly from our website. Deflecting phone calls to Messenger saves time for us and for them.”
Next in the journey, Ninja Van Group wants to use the power of the referral parameter to understand the inquiry and pass the relevant context from the phone to the Messenger thread. Instead of a single queue where tasks are not assigned by inquiry type when calls deflect to Messenger, this new visibility can help escalate and solve issues even faster by creating different categories for customer issues like lost or damaged parcels. By further refining this process the company can continue to serve its customers with innovation-driven excellence.
Fast, satisfying support
By deflecting incoming support calls to Messenger, Ninja Van Group doubles agent productivity, resolves inquiries faster, and boosts customer satisfaction.
- 2x increase in agent productivity
- 12% reduction in time spent by agents on customer inquiries
- 95% customer satisfaction, up from 85%
The advantage of using Messenger is that customers don’t have to download a new app. We proactively promote Messenger as a support channel, and customers can easily start a conversation with us on Messenger directly from our website. Deflecting phone calls to Messenger saves time for us and for them.