Evri has introduced three new customer support options ahead of the busy Christmas parcel season, backed by a £1.5 million investment and the hiring of around 240 extra customer service staff.
The additions include an expanded 'Tell Us Straight' escalation route, priority access to live customer service advisors through the Evri app, and a new direct email channel that uses intelligent triage technology to route enquiries to the most appropriate team. The changes form part of Evri's wider £32.2 million investment into festive season readiness.
New support options explained
Tell Us Straight gives customers a direct route to raise serious or unresolved enquiries. The service provides a direct escalation channel, helping ensure comments are reviewed quickly and appropriate action is taken, with customers receiving a response within one hour during operating hours.
Customers using the Evri app will be able to access priority support from live customer service advisors directly within the app. This provides a convenient, seamless experience, allowing customers to receive updates and support through the same platform they already use to manage their deliveries.
Evri is also introducing direct email access to Customer Services. Intelligent triage technology works behind the scenes to assess urgency and route enquiries to the most appropriate advisor, helping customers receive faster and more relevant support.
Delivery diversions and festive staffing
Evri is enhancing delivery flexibility through its network of more than 14,000 ParcelShops and Lockers, with 94% of the population within two miles of their nearest location. In cases where unexpected disruption prevents a delivery route from being completed, eligible parcels may be redirected to a nearby ParcelShop, giving customers faster access to their parcel without waiting for a rearranged delivery.
Customers are kept informed throughout the process and can collect at a time that suits them, with many ParcelShops offering extended opening hours. The new support options build on wider customer experience improvements across the business, including enhanced parcel tracking, greater delivery choice through ParcelShops and Lockers, stronger delivery notifications and increased customer control through the Evri app.
Chris Ashworth, chief customer officer at Evri Group, said: "When customers need support, they want it to be easy to access, responsive and effective. We've listened carefully to customer feedback and invested in a range of new options that give customers greater choice in how they contact us, while helping us to manage enquiries more quickly and efficiently."
"Whether that's Tell Us Straight for serious concerns, priority support through the Evri app, or direct email access to our customer service teams, our focus is on delivering end to end quality of service, connecting customers with the right support as quickly as possible. Our technology is already helping customers get fast, effective support, with around 85% of customers getting the answer they need first time through our digital channels."
"But we recognise there are times when technology alone isn't enough, and we've listened to customers who want the reassurance of being able to connect with a real person. That's why, from early November, we're making it easier to access live support through the Evri app."
"We'll continue using intelligent technology to help resolve enquiries quickly and direct customers to the right support, while making it easier to connect with a live advisor when additional help is needed. We're also putting more people behind our customer service this Christmas, investing an additional £1.5 million and bringing in around 240 extra colleagues. The investment will give us greater capacity to support customers, respond to enquiries and provide additional help throughout our busiest time of year."
