Use Case: Find a package pick-up location

Mary Evans
Last updated: 8 Jul 2022

Use Case: Find a package pick-up location

Mary Evans
Last updated: 8 Jul 2022

An interaction with digital customer service employee Jennifer to improve accuracy of finding pick-up locations.

The Challenge: Finding a pick-up location

Customer service agents working for postal and delivery services spend a lot of time conversing with customers, for example answering questions about where the best and nearest pick-up location is. This task takes a lot of time that can be better spent on other, more complex, jobs. However, it is also essential that the users gets the easiest and best pick-up location. All the while the customer needs to be helped in a fast yet trustworthy way.

The Solution: Use a digital employee to find a pick-up location

To solve the challenge of limited time versus quality service Freeday has invented Jennifer to take over the task of finding a location to pick up for the customer where their package can be picked up. Users can easily schedule and appointment using a chat without any hassle while the customer service agents are unburdened by the additional task of responding to the customer and having to look a location up.

The Results

To ensure quick and easy information Jennifer is set up to find the best pick-up location for every user and to give them all the information need. Through a chat users can ask for a pick-up location answer a couple of short questions, or enter their location. This way Jenifer can find the nearest location for people to pick-up their package. The process is quick, simple, trustworthy, and most of all is a positive experience for the user.

Jennifer brings a positive experience and is available 24/7


Microsoft Dynamics – Salesforce – Zoho Inventory – WhatsApp – Facebook Messenger – Zendesk –  SAP – Google- and more!

Below you can find a demonstration of a customer messaging Jennifer on Facebook Messenger in order to find a location to pick up their package. The video can be watched best in full screen.

To find out more about our digital employee visit our digital employee page

And follow Freeday on LinkedIn



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