Aramex has partnered with WhatsApp Business to create a more personalized interaction channel with its customers. The new solution will digitize the end-to-end shipment journey and create a highly integrated communication and messaging channel.
The service will initially include a track-and-trace functionality and a feature enabling users to find the closest Aramex location. Ultimately, the service aims to provide an on-demand and personalized customer interaction service for shipment notifications, live location sharing, new delivery instructions and scheduling.
Mohammed Sleeq, chief digital officer, Aramex, said, “We are continuously looking at innovative ways to revolutionize customer experience and modernize our digital touchpoints, providing an opportunity to create a richer, easy to use and more engaging customer experience. This means we are focusing on a simple, secure and reliable interaction, which is what we promise to offer through WhatsApp.”
“Aramex will be one of the first companies in the industry to roll out this service to customers on the back of our AI-based chatbot, a testament to our focus on enhancing customer experience as part of our new digital strategy. This will be a gamechanger in the way we interact with customers,” added Sleeq.
Over the past several months, Aramex has been focusing on its digital transformation strategy, a key pillar of the company’s new strategic direction. As part of this, in 2017, the company launched its artificial intelligence-enabled chatbot on Facebook Messenger.
The Aramex bot enables personalized, scalable conversations with customers about shipment-related queries and different service offerings. It also provides users with a convenient way to easily find Aramex locations, track shipments and share preferred delivery locations.