How DHL improved CSAT while keeping the human touch

DHL is a global leader in logistics, providing international express deliveries, warehousing solutions, and supply chain management services. In The Netherlands, Custom Connect supports DHL's customer service operations via chat channels, ensuring fast, effective, and customer-centric support. As DHL's service demands evolved, so did the need for faster, smarter, and more personalized support experiences - without compromising the human touch.

Deploying AI-powered analytics to automate and enhance service reporting. Using our in-house technology development team to create a bespoke solution. Integrating AI into all KPI reporting and CSAT analysis, making this available to everyone across the teams, enabling precise identification of service drivers impacting customer satisfaction. Using these insights to drive targeted coaching and proactive team leader interventions. Real-time performance management was put into our colleague's hands

Custom Connect implemented a hybrid approach that leveraged chat agents across three continents, supported by intelligent reporting and AI-driven quality insights through Myia . This combination ensured that DHL customers received quicker answers while agents had better tools and coaching to maintain empathy, accuracy, and consistency across every conversation.

Proactive Leadership CSAT management is now automated and effortless, freeing time for proactive leadership. Optimisation Further AI-driven optimisation in plan; focusing on smarter use of Active Time, enabling AI to drive operational efficiency while our leaders focus on supporting their teams.