Customer inquiries were flooding in faster than Swift Logistics' internal team could handle. Response times stretched past 24 hours.
Implementation Strategy
Ossisto deployed 4 dedicated Virtual Assistants trained in logistics ticketing platforms and Zendesk.
The team provided round-the-clock email and live chat coverage with custom response playbook guidelines.
- Instant response to shipment tracking queries
- Multichannel coverage across email and web chat
- Proactive delivery issue updates to customers
Response times dropped from 24 hours to under 2 minutes, boosting customer retention by 42% over 6 months.
