Helthjem is a Norwegian shipping and logistics company that delivers packages, magazines, and newspapers to customers. They also deliver freshly baked goods, a service developed with their sister company Morgenlevering and in partnership with select bakeries that allow consumers to place orders until 9:00pm. Food will then be delivered to the front door by 7:00am the following morning.

Since their primary business model is direct-to-consumer deliveries, Helthjem places great value on customer care to support their brand. Their goal is to provide the world’s best customer service, and they rely on our chatbot technology to achieve that goal.

The outbreak of the COVID-19 pandemic indirectly benefited Helthjem as demand for home deliveries skyrocketed with closures and lockdowns implemented across the globe. In 2020, the company experienced an increase in parcel volumes of 135%, doubling its market share in Norway to around 11%. At the same time, it led to a higher influx of customer questions regarding the status of their packages, estimated delivery times, return enquiries, and other common questions.

Logistically, most of the common questions fall into one of two camps: information and tracking. The customer service team can provide answers to these questions but because these are frequently asked enquiries, it made sense for the company to simplify how they respond to those questions. That meant incorporating Kindly’s chatbot technology into their customer service model.

“We can provide a lot of information about these two categories without having to be contacted on our website,” said Onshuus. “People want to know the exact moment that their package will arrive. A chatbot answers those questions without requiring members of the team to manually look for that information.”

Working with Kindly’s implementation team, Helthjem successfully launched their chatbot in only 4 weeks. After 6 months, they saw a 30% reduction in queries routed to customer service agents related to the question “I do not understand the tracking information.” This means that one in three follow-up questions asking for more details on the tracking information could be resolved by the chatbot.

The ticket category “information,” regarding enquiries on how Helthjem’s services work, and where parcels are picked up and delivered, saw a 10% reduction in requests routed to a support agent.

The results simplified the lives of Helthjem’s customer service team in that they were able to give the most pressing questions to the right customer support agents, while also offsetting frequently asked questions to the chatbot.