Konstantin Ankilov, CEO of TMT Consulting,

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This was announced yesterday, June 25, at a press conference of JSC Russian Post by Maxim Tsypin, Deputy Director General of Russian Post. "Based on the results of the first quarter of 2024, compared to the first quarter of 2023, we improved the average parcel delivery times across the country by 15%. Digitalization is also penetrating our logistics component. We are increasing the degree and scope of sorting on automated lines. We are reducing inefficient routes, using artificial intelligence (AI), including to form a new route chain, and have begun piloting unmanned electric vehicles on the territory of our automated logistics center in Vnukovo," he said.

believes that the digitalization of taiwan whatsapp resourceRussian Post will most likely ensure a further reduction in delivery times: "I think we will see this in the following periods of the current year."

Hello, you are speaking... "Russian Post", I am listening...

Maxim Tsypin said that since the beginning of 2023, Russian Post has reduced the response time of the hotline operator by three times - to 40 seconds: "This is one of the best indicators on the market. Operators resolve 75% of all issues on the first call."

Andrey Vasilenko, an analyst in the Supply Chain and Operations Management practice at Reksoft Consulting, noted that the achieved operator response time indicators are the result of Russian Post's systematic work to improve the level of service provided to customers: "Back in 2022, the company announced its goal of reducing the average response time to customer requests by four times by 2024. In July 2023, to achieve this goal, the company opened its largest customer support operations center in Samara. I am confident that work in this area is not finished, and Russian Post will continue to optimize internal processes to improve the customer experience."

Fast response from customer support

A representative of the press service of Avito LLC told a ComNews correspondent that the team that provides customer support on delivery issues works in three channels: voice, chat and letter: "Our response time is at the level of world leaders everywhere. Over the past year, we have begun to respond twice as fast in voice, and more than five times faster in chat and letter."

A representative of the press service of OOO Internet Resheniya (Ozon) told a ComNews correspondent that, despite the growth in the number of unique users, the marketplace maintains a high level of customer support availability: "90% of Ozon customers receive a support response within five minutes, with more than 80% of requests being resolved the first time. The customer center uses AI services in internal systems and bot operations to speed up the processing of customer requests and close some of the routine processes, which helps make the work of support specialists easier and more efficient - for example, AI services can suggest information to a customer center specialist based on similar requests or help in making a decision."

A representative of the Avito press service noted that requests that the classifieds service cannot resolve on the first contact are usually related to a question for which the company must contact a partner (logistics operator): changing personal data, clarifying the location of an order whose delivery is delayed, questions about returns and compensation: "In such cases, we inform the client that we have received the request and have taken the issue into consideration, and after receiving a response from the partner company, we return with an answer."

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