- Success Stories
- Messenger API
- LBC Express
MESSENGER API
LBC Express
Improving customer service and reducing costs while growing a new kind of social seller loyalty program
Brand
Partner
SUCCESS STORY
With the dynamic features within Messenger API, LBC Express creates more seamless chat experiences for customers while promoting a robust loyalty program for social sellers.
of all customer inquiries resolved in Messenger without moving to live agent
overall cost center savings attributable to Messenger
loyalty program enrollments on Messenger compared to hotline
out of 5 customer satisfaction rating
THEIR STORY
Delivering goods worldwide
Based in the Philippines, LBC Express is a leading courier company that operates in 14 markets providing scheduled commercial vehicle cargo services and planned cargo airline services. The company enhanced its customer service, reduced costs, and expanded its offerings to include the SoShop! platform that supports social sellers with shipping and logistics.
THEIR GOAL
Moving forward with quality experiences
LBC Express wanted to provide customer service at scale in a cost-efficient way and ultimately drive revenue and customer loyalty. Offering a dynamic communications channel would also help the company grow its loyalty program to support its social seller platform.
THEIR SOLUTION
Diversifying chat and service options
Behind the slogan for leading courier and shipping company LBC Express – “Let’s move it!” – is a passion for speed and efficiency that inspires its customers to trust their services with cargo and package delivery. While the call center handled customer care, the company observed a growing number of customers would try to obtain information on their parcels on their Facebook page, often commenting on individual posts with questions for support. Alternately, customers would send questions to their Facebook page inbox via Messenger. As the volume of inquiries increased, the team set an auto-reply guaranteeing follow-up within 24 hours.
To accommodate business growth, the company needed to expand its ability to field repetitive questions about parcel tracking without hiring more call center staff. Seeing an opportunity to enhance customer service with the popularity of Messenger across their services, LBC Express partnered with Jumper.ai to develop an automated chat experience they dubbed LEA, the LBC Express Assistant.
Since many users might be new to services with automation, LEA was carefully developed to enable or disable what the user can type to simplify their options and more quickly address their inquiries. Among the many capabilities are dynamic chat plug-ins like Natural Language Processing (NLP) which extract meaningful information from customer replies for an effective automated chat experience. Through the checkbox plugin, LBC Express has created a track and trace function on their website that allows users to opt-in to Recurring Notifications about their package with the click of a button. By receiving proactive notifications directly on Messenger, users benefit from a more seamless experience.
To help customers further, the team implemented an m.me link capability so callers have the option to receive an SMS message that offers the option to continue their journey on Messenger. As customers experienced the speed and ease of Messenger, agent attrition rates have reduced by 50 percent. Concurrently, call center answer rates have increased to 98 percent.
Once LEA is prompted, customers can receive answers to common queries around tracking packages, delivery rates, or branch information that used to take the customer service team 24 hours to follow-up on are now answered in minutes.
“After rolling out our conversational experience through Messenger API for customers in 14 countries, we found that 96% of all inquiries could be solved through LEA without escalating to a live agent,” says Javier Mantecon, CMO. “We’ve cut overall call center costs by 27% while boosting internal team productivity who can now address more complex issues. Across all call centers, we save about 1,000 hours a day thanks to Messenger, which has been essential to growth.”
The company has incorporated QR codes in product packaging and in stores to activate the m.me links that customers use to perform key functions like tracking packages. LBC Express has also expanded into cash remittance services and the unique SoShop! online platform for social sellers. The organization partners with vendors to provide shipping and logistics services and business training support for sellers who sign up for their new loyalty program, while encouraging more vendors to join the platform. Traditionally, sellers might enroll in-person at branch locations or over the phone. With Messenger, LBC Express used One-Time Notifications to generate awareness of the loyalty program through messages targeted to SoShop! sellers.
LBC Express is showcasing its social sellers through Facebook Live, using QR codes that enable sellers to check in to the LBC Express channel. During these Facebook Lives, each seller can share their goods and products, with specific hashtags attached - for instance, a vendor selling perfumes might ask shoppers to use #perfumes, before an automated assistant will help check them out.
Features that LBC Express leverages through Messenger include using data pulled from sellers who have subscribed into track and trace. The company offered strong seller loyalty discounts based on how much a vendor might spend on shipping.
As sellers increase their shipping volume through LBC Express, they move up through silver, gold, and bronze tiers that each come with unique benefits like sales tutorials and marketing assistance.
“The powerful features in Messenger accelerated our loyalty program by 3.8 times compared to people enrolling in-person and 4.5 times compared to enrollments over hotline,” says Mantecon. “Relying on the full, sophisticated capabilities of Messenger, our services got our customers’ stamps of approval and their satisfaction scores have consistently rated on average 4.6 out of 5.”
With social selling increasing in popularity across the Philippines, SoShop! helps nurture small business growth. And every time a SoShop! seller ships a parcel and one of their customers books a pick-up, they help LBC Express keep business moving forward.
THEIR SUCCESS
High satisfaction, rapid resolutions
When LBC Express incorporates a dynamic range of capabilities within Messenger API to create faster, more streamlined chat experiences, the company saw widespread cost savings and loyalty program enrollments for social sellers increase.
- 96% of all customer inquiries resolved in Messenger without moving to live agent
- 27% overall cost center savings attributable to Messenger
- 4.5x loyalty program enrollments on Messenger compared to hotline
- 4.6 out of 5 customer satisfaction rating
- 50% reduction in agent attrition rate attributable to Messenger
- Increase in call center answer level to 98%
After rolling out our conversational experience through Messenger API for customers in 14 countries, we found that 96% of all inquiries could be solved through LEA without escalating to a live agent. We’ve seen an overall call center cost savings of 27% while boosting productivity among our internal teams, who are free to address more complex issues. Across all call centers, we save about 1,000 hours a day thanks to Messenger, which has been essential to our growth.
Javier Mantecon
The powerful range of features available through Messenger accelerated growth for the loyalty program by 3.8 times compared to people enrolling in-person and 4.5 times compared to enrollments over hotline. Relying on Messenger's full, sophisticated capabilities, satisfaction scores have consistently rated 4.6 out of 5 on average.
Yash Kotak
PRODUCTS USED
Messenger Solutions
These are the building blocks of your Messenger experience. Whether you’re looking to generate leads, drive sales, or provide customer service, we have the solutions you need.