Provides Shell With Fast And Convenient Services Center For Customer

Background

Formed in 1907, Royal Dutch Shell is one of the world’s major energy companies, employing an average of 82,000 people and operating in more than 70 countries. As a leading global group of energy and petrochemical companies that is high up on the Fortune 500 list, Shell helps meet the world’s demand for energy in economically, environmentally and socially responsible ways.

Today, all of Shell’s core businesses – Upstream, Integrated Gas and New Energies, Downstream and Projects & Technology – are active in China. But before partnering with Udesk, Shell did not have a complete customer service system in China, and the deployment, construction, and maintenance of Zendesk in China were not guaranteed.

Challenges Shell faced in customer service:

• 1. Earlier, customer tracking and service maintenance were documented offline, rendering the process untraceable and hard to access, lacking traceability.

• 2. The service heavily depends on manual intervention with minimal automation, which does not align with the concept of digital transformation.

• 3. There is a shortage of effective data analysis, personalized report analysis tools, and real-time presentation of dynamic data changes.

Solution

• Udesk provides Shell’s customers with access to multiple communication channels such as web, phone, social media, and more, to effectively receive and manage customer messages.

• The platform offers intelligent routing options for call centers, live chat, and ticket visualization to ensure accurate resolution of customer issues.

• It also includes a CRM system that captures customer data from start to finish, conducts electronic follow-up surveys, and enhances personnel efficiency and data analysis.

• Udesk utilizes the Insight big data tool to generate weekly and monthly reports and monitor employee performance.

• Additionally, it integrates text-based chatbots into Live Chat for customer self-service, providing round-the-clock support.

Achievements

• 1. Decrease Expenses and Enhance Efficiency

  By integrating channels and implementing a chatbot solution, the new customer service system resulted in a 240% increase in conversation volume and a 5% rise in satisfaction.

• 2. Improve Management Level

  The intelligent data analysis platform, Insight, achieves unified cleaning and storage of all fragmented data, and supports customized analysis, delivering agile data analysis results for business.