DHL Express countries can use trustMinder to collect customer feedback (NPS, Comment & Manager call back required) in a scalable and automated way.
The questions asked by trustMinder can be the same as the ones you are currently asking over the phone.
The collected customer feedback is easily returned to the Global NPA tool. Using trustMinder’s Outcome Manager the response data is returned automatically on a daily basis.
Get in contact by emailing ronan.skehill@cauwill.com or click the button below to get started.
An introduction video to Automating NPS surveys using trustMinder
Capture feedback on a daily basis
Step 1: Customer contact info is sent to trustMinder
trustMinder can receive DHL customer contact information, typically a CSV file, over email/SFTP or via API.
Step 2: trustMinder will capture feedback 24x7
trustMinder processes the received files and sends a unique DHL branded survey to the customer via SMS or email.
Step 3: Return responses into the Global NPA Tool
Customer feedback data is collected and can be returned to the Global NPA tool. trustMinder can send the data back to 2nd Call and Analyst queues
Benefits
- Using our 3 step NPA wizard you can quickly create DHL Express branded surveys on trustMinder to capture feedback for any DHL Express NPA touchpoint
- Automate capturing customer feedback that can scale up when you need to. You are in control of how many surveys to send on a daily basis
- Using SMS you can achieve response rates in the region of 12-25%
- Works seamlessly with the global NPA tool - trustMinder is able to receive and return data files to the NPA tool without manual intervention
- Turn customer feedback into insights. Explore data and discover insights in trustMinder's Insights Manager
- Identify customer issues in realtime and be notified when they happen
Features
Just a few of trustMinder features for DHL Express countries.
Automatic File Transfer
Create a trustMinder touchpoint on the NPA tool and files get sent directly to trustMinder
Real-time Reporting
As soon as a customer response is submitted the data is displayed in realtime in trustMinder
Case Manager
Close the loop - Track and correspond with customers who triggers a case
Event Manager
Event Manager allows DHL Countries to add events in a calendar which are then overlaid into charts in the Insights Manager
Global NPA Tool
Collected customer feedback can be returned to the Global NPA tool manually
NPA Wizard
The NPA Wizard links the trustMinder NPA touchpoint with trustMinder
Secure
Secured with the best encryption methods, IP fencing and GDPR compliant to ensure your data is secure
Support
Stellar customer support – email support and online support tool
Outcome Manager
Send back 2nd Call queue responses and Analyst queue data automatically
Insights Manager
View CX metrics & trends such as NPS and text analytics including sentiment analysis
Agent Sender
Agents can use the trustMinder Agent Sender feature to send surveys via a web browser
Language
Surveys and Invite (Email/SMS) can be in any language. Automatic language detection allows a survey to be created in multiple languages
Sending touchpoint files to trustMinder
The NPA tool has a builtin feature to send records to trustMinder. With this integration it’s very straight forward to start capturing feedback via trustMinder.
Any feedback captured by trustMinder is sent back to the appropriate queue.
The NPA tool can send files automatically, on a daily basis, to trustMinder but if you need additional methods we support alternative methods too.
NPA tool via SFTP
The NPA tool can automatically transfer files to trustMinder via SFTP on a daily basis.
CSV files are placed into a campaigns (or preprocessor) directory on trustMinder’s SFTP. The file is processed at the scheduled time and a survey sent to each contact.
API
Using our API (see documentation here) you can send a survey to a customer. It’s straight forward and the documentation includes sample code to get you going.
Email Bridge
CSV files with customer data is sent to the dedicated and secure email address: secure@dhlfeedback.com. trustMinder uses end to end TLS to ensure transport of the CSV is secure. Only an email address associated with the DHL Express account has permission to send the CSV file to trustMinder.
Manual Upload
You can manually upload a file via the Contact Manager on the portal. Use this method for one-off surveys like relationship NPS surveys.
Note:
- With CSV files it’s important that there is a correct mapping in place. trustMinder requires a CSV map to identify phone and email in order to contact customers.
- We’ll also need to confirm the delimiter used in the file is |
- We have an NPA wizard that allows you to quickly configure all of these.
Getting response data back into the Global NPA Tool
Using the Outcome Manager module in trustMinder, two CSV files are generated (2nd Call queue and Analyst queue files) and sent back to the NPA tool on a daily basis. These files are the same as the original file trustMinder received with additional fields:
- First Caller Name (Set to ‘SMS Message’ or ‘Email’)
- NPS (The NPS given by the customer)
- Comments (The comment given by the customer)
- Agreed Callback (the customer has agreed to a call back)
The Outcome Manager will ensure that all customer responses will be uploaded to the appropriate queue – 2nd Call or Analyst.
Alternatively you can download the files and upload to the NPA tool manually.
DHL Express Countries and trustMinder
Testimonials
Pricing & Webinars
If you need to get in contact via email please email ronan.skehill@cauwill.com
