MESSENGER

Ninja Van

5X faster customer support with Messenger

THEIR STORY

Quick and convenient package delivery

Founded in 2014 and headquartered in Singapore, Ninja Van is a tech-enabled company that specialises in providing innovative ecommerce supply-chain solutions for businesses across Southeast Asia. To provide its customers a stress-free delivery experience, Ninja Van offers customer support via popular messaging platforms in the region, including an automated experience for Messenger that assists customers in six markets across Southeast Asia: Indonesia, Malaysia, Philippines, Singapore, Thailand and Vietnam.

5X

faster turnaround time in handling customer queries via Messenger vs phone (based on 2019 vs 2020 data)

73%

of customers opted for Messenger vs other channels (Jan - Mar 2021)

98%

Net Promoter Score[1] (February 2021) for customers who chose Messenger

THEIR GOAL

Enhance customer support processes

Ninja Van wanted to reduce customer wait times via phone and increase customer satisfaction and hoped it could give its customers across the region more visibility of their parcel tracking and delivery and simpler access to customer support via Messenger.

THEIR SOLUTION

More productive conversations

Automation for simple inquiries & seamless transfer to agents for complex inquiries

Ninja Van’s team of in-house developers used Messenger API to integrate its existing digital assistant into the messaging platform. This allowed the team to send customers who opted-in automated and enhanced delivery notifications via Messenger so that they can track their parcel, set delivery preferences including contactless delivery, and speak with a customer service representative via a handover protocol that seamlessly transfers customers from the automated experience for Messenger to a human agent.

THEIR SUCCESS

Successful messages

By integrating its existing digital assistant into Messenger, Ninja Van increased customer satisfaction and has plans to scale its self-service capabilities with the aim of improving successful delivery percentages and decreasing return to sender rates and contact ratio. It earned the following results:

  • 5X faster turnaround time in handling customer queries via Messenger vs phone (based on 2019 vs 2020 data)
  • 73% of customers opted for Messenger vs other channels (Jan - Mar 2021)
  • 98% Net Promoter Score[1] (February 2021) for customers who chose Messenger as their preferred communication channel
1. A Net Promoter Score is calculated by figuring the percentage of customers rating their likelihood to recommend a company, a product, or a service to a friend or colleague as 9 or 10 and then subtracting the percentage rating this at 6 or below on a scale from 0 to 10.

“When people think about logistics, they usually associate it with the physical movements of goods from one point to another. What they don’t realise is that the digital aspect and the transfer of information from a sender to the receiver is an equally important part of the delivery experience. At Ninja Van, we strive to deliver a hassle-free experience for both our senders and parcel recipients. Messenger has helped us towards that goal by providing a convenient and familiar platform for our users to receive updates and enquire for more information about their delivery orders.”

Tan Boxian
Co-founder and Chief Product Officer, Ninja Van

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