Industry
Logistics and transportation
The shipper stops using the portal and starts calling the operations desk instead
A customer cannot find the status, cannot get the booking form past the customs field, and does what works: they call the person who answered last time. The portal looks healthy. The operations team quietly absorbs the difference.
The numbers
30 to 50%
of all customer service enquiries are simply asking where an order is
parcelLab, WISMO research
$8 to $12
what one live-agent contact costs, against $0.10 to $0.25 for the same request self-served
Gartner, customer service cost benchmarks
67%
of customers would rather solve the problem themselves than talk to a representative
Zendesk, CX Trends
What ARCY sees
ARCY watches the portal the way an operations manager would if they could sit behind every shipper: screen by screen, on the sessions that ended in a phone call instead of a booking.
- The field or screen bookings stall on, per customer and per environment
- What shippers asked the agent before they gave up on the portal
- Struggle signals: the reference number pasted three times, the customs field filled and cleared, the long pause on the rate table
- Which accounts have stopped using the portal at all
What ARCY does
ARCY answers inside the portal, at the moment the shipper is stuck, through the chat surface and the flows your own team authored. It sends no shipper an unprompted message and paints no tour over your screens.
- Answers documentation, customs and status questions from the sources you approved
- Walks the shipper through the booking with a flow your operations team published
- Puts the conversations next to the drop-off, so the portal gap and the call volume are one picture
What it measures
Some of your shippers never open ARCY at all. Same portal, same accounts, same window, no ARCY. The difference between them and the users ARCY helped is what ARCY was worth, in completed bookings and in calls that never came.
- ARCY compares the users it helped against the users it never touched
- Completion in both groups, per flow
- Below a minimum group size the difference is withheld, and the counts still show
+36.3% activation lift on this flow
With ARCY
42.8%
1,204 users who ran this flow
Without ARCY
31.4%
2,910 users who never used ARCY
ARCY compares the users it helped against the users who reached the same step and never used it. Both are counted as finished the same way.
Related
See it on your own shipper portal
Book a walkthrough and we will look at the screen your customers stop on before they pick up the phone.