The Courier Guy, a leading South African courier, has been at the forefront of local delivery services for more than 25 years. Given the nature of the business and shifting user behaviours, gaining a single view of customer communications became crucial for the company.

By partnering with Telviva, The Courier Guy has been able to synchronise voice calls, e-mails and even WhatsApp messages. This gives its contact centre agents a single view from which they can access the history and context required to have personalised, better-quality conversations.

Empower your team with the tools to deliver exceptional customer service while boosting productivity and driving business growth. Contact us for more.

“When you have ordered something, you want to know where your parcel is; this is the biggest reason why people contact us. And if something goes wrong, you need to know that there is someone on the other side that’s going to make it all right,” says Samantha Swanepoel, chief marketing officer at The Courier Guy.

Implementing Telviva’s solutions, including Telviva Omni and Telviva One, has helped The Courier Guy more than doubled its first-contact response time doubled its answer rate, providing a strong foundation to further improve customer engagement.

“Our reputation is everything; we do love to handle people’s packages, and we want people to see us as the most reliable ones to do it. We’re a world-class courier, and we want to be a world-class customer service operator as well. Seamless communication for us is key,” explains Swanepoel.

Watch the video to find out how Telviva’s solutions helped The Courier Guy significantly improve its contact centre operations

The Courier Guy used to have a dedicated WhatsApp team to handle the volumes of voice calls and instant messages. With Telviva’s contact centre solutions, the company can now have one consultant who can deal with e-mails, WhatsApp messages and voice calls at the same time.

“It’s difficult to be a customer service consultant. Seeing how much more efficient and effective a consultant can be, and how they can be helped by systems rather than be hindered, is a big win. The benefits are really for the customer, as the company is more responsive and productive,” explains Swanepoel.

Whether you require an inbound or outbound call centre solution for voice or an omnichannel solution integrating multiple digital channels, Telviva’s contact centre-as-a-service (CCaaS) solution provides comprehensive platforms to streamline your contact centre operations. Contact us for more.

About Telviva
Telviva, formerly Connection Telecom, is a market leader in cloud-based communications for business. Integrating voice, video and chat in one intelligent platform, Telviva enables you to have better-quality conversations with customers, suppliers and staff.

Telviva helps businesses eliminate the complexity of managing disconnected communication systems. We bring your voice, WhatsApp, web chat and AI into one intelligent Experience Hub that integrates directly with your existing CRM. By blending communications with practical automation, we empower your teams to work smarter while providing a smooth customer journey that is digital when you want it, human when you need it. Backed by local expertise and end-to-end service management, we ensure you have the exact context needed for every single conversation. For more information, visit www.telviva.co.za.