For having enabled, in just one month, during the COVID-19 health contingency, a multi-channel contact platform that significantly raised customer service levels and made information about the company's services available to the list of cyprus whatsapp phone numbers public just a click away and without changing platforms or devices.
The jury, made up of 80 specialists management and contact centres, evaluated the impact of the levels of customer service provided to users and the experience offered to them by the contact platform in the more than 160 applicant cases.
In the months leading up to the pandemic, Estafeta received between 60,000 and 80,000 conversations per month, which it handled by phone, web chat, and WhatsApp. The COVID-19 lockdown increased contact requests to more than 700,000 per month, which meant the company was overwhelmed by its service capacity. In a record time of one month, the company integrated new communication channels : SMS, RCS, Facebook Messenger, Apple Business Chat, Twitter, and Google Business Messages, making it the first logistics company in the world to use it.
