Sentiment today announced that DX, a leading independent mail, parcels and logistics end-to-end network operator in the UK and Ireland, will deploy Sentiment’s intelligent social customer care platform to deliver enhanced social engagement and support.
Sentiment will work closely with DX to deliver a responsive social customer service experience, powered by smart automations and workflows alongside consolidated social data. Reporting and analytics will provide a full 360 degree view of the customer on social media.
Katherine Jacobs, Integrated Marketing Campaigns Manager, DX said: “It’s key for DX to be where our customers are, to support and assist them. Social plays a key role in this and it’s vital we have the technology platform to enable our agents to engage and respond efficiently.”
DX deliver over 200 million items a year across the UK and Republic of Ireland and operate from over 70 locations. As a specialist provider of customer-driven solutions for the delivery of time sensitive, mission critical, 2-man and high value deliveries, DX routinely handles goods from many etailers, high street retailers, and a wide range of items from many industry sectors. The Sentiment platform will enable the organisation to listen and manage social interactions across key social channels, providing the best social experience possible.
Intelligent workflows and automations within the Sentiment app will make it easier for the DX customer support team to prioritise and manage inbound messages effectively. These time-saving processes reduce the time it takes to manage and respond to customer service enquiries making sure all comments which require a response are identified. The inbox is simplified into a single stream view and agents have conversation histories available at their fingertips to inform replies.
Leon Chaddock, CEO at Sentiment said: “DX are fully committed to providing great service and social media is an ideal medium to help them achieve this. We are excited to be supporting DX with the Sentiment social customer service app, helping them increase speed and efficiency by reducing response times and improving agent productivity. In addition, centralised social data and reporting will create a robust ‘single version of the truth’ that can provide actionable insight on customer behaviours and help drive improvements to the customer experience.”
To learn more about how social media can improve customer service try our guide: 15 essential tips for using social media to improve customer service