At 1,000–5,000 orders per day, communication delays affect delivery speed and service quality. IP telephony helps you handle inquiries faster and coordinate couriers in real time.
During lunch or evening hours, the number of orders can grow 2–3 times. Some customers call about a delivery delay, an issue with the order, or to clarify the address.
IP telephony and a cloud PBX automatically distribute inquiries among agents.
handled without expanding the support team
One courier can complete 18–35 deliveries per shift. If an address change, a customer comment, or an order clarification arrives late, it affects the entire route.
IP telephony keeps a stable connection between couriers, agents, and customers.
completed on time, with fewer orders bouncing back to support
At 2,000–5,000 deliveries per day, some customers get in touch about a late courier, a missing item, or an address error.
The cloud PBX automatically routes the inquiry to the right team with no manual switching between departments.
and faster resolution of problem orders
One agent can receive 120–180 inquiries per shift from customers, couriers, and partners.
The cloud PBX automatically distributes calls between the support, logistics, and courier teams.
inquiries without growing headcount
At 1,000+ calls per day, finding information about a specific delivery can take tens of minutes.
The cloud PBX stores call recordings, inquiry history, and order data in a single interface.
of disputes between the customer, the courier, and support
Run a test and see how to increase the number of completed deliveries without expanding the support team.
during peak hours, support received over 300 inquiries per hour
couriers couldn't quickly reach an agent when there was an issue with an order or address
some customers called again because there was no delivery information
the number of complaints about delays and service quality was growing
connected IP telephony for the contact center, set up automatic inquiry distribution through a cloud PBX, and united customer support, couriers, and agents in a single system
24%
faster inquiry handling
19%
fewer repeat calls from customers
more deliveries
completed within SLA
less
load on the support team
During lunch and in the evening, support used to be completely overwhelmed by the volume of inquiries. After launching DID Global, we started resolving order issues faster and cut repeat calls from customers by almost 20%.
Jason Reed, Customer Support Director, FastDrop DeliveryIP telephony for delivery services has to stay stable even at 1,000–5,000 orders per day.
for delivery services
between agents and couriers
built for high load