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Welcome to Viva

Your AI-Based Customer Service Assistant

We are thrilled to introduce Viva, your Customer Service Assistant designed to help you with your daily queries and necessities. Available 24/7, Viva ensures you get your answers faster without having to wait for our opening hours.

Viva is here to assist you with various Customer Service inquiries. From tracking shipments, answering FAQs, and providing DHL service information. Getting started is easy - just type your question, and Viva will handle the rest.

What are the tasks Viva can handle?

  • Track shipments
  • Answer frequently asked questions
  • Provide information on DHL services
  • Give you context for our products based on your necessities

What are Viva’s Limitations?

While Viva is highly capable, there are a few things it cannot do. Viva cannot access the world wide web, process complex queries, understand and react to nested sentences, or handle personalized support for certain requests like direct quoting, but, it can point you to our quotation tools.

Frequently Asked Questions

How do I track my shipment using the chatbot?

Simply type your shipment ID into the chat and Viva will give you the status of your shipment.

What information do I need to provide for accurate tracking?

Your shipment ID is enough for Viva to fetch the details.

Viva did not understand my question; now what?

You can try rephrasing your question by using simpler language and wording, and you always have the option to request for human agent support.

Can I speak with a Customer Service agent instead?

You directly ask Viva to hand you over to a human agent by simply typing into the chat “handover”.

Tips for efficient use of Viva

Make the most out of Viva with following guidelines and suggestions.

Suggested Commands - here are some useful commands/questions you can use:

  • “Track my shipment [shipment ID]” or simply “[Shipment ID]”
  • “What are your opening hours?”
  • “Can I ship from [country name] to [country name]?”
  • “Which products are available?”

Do's and Don'ts

Do: Phrase your questions clearly and concisely to get the most efficient answer.

Don’t: Use ambiguous or overly complex language. Example: “Can you give me a detailed analysis of where my package might be if it was dispatched from region A and has to go through B and C?”

If you get a “No Answer”, that means Viva might not have understood your query. If that happens:

  1. Try rephrasing your question.
  2. Use simpler language.
  3. Ensure you are providing all necessary details.

Further Assistance

If you need more help or have a query that Viva cannot handle, don’t worry! You can always reach out to us via our regular contact channels as well as requesting for a human agent via the chat as well. We are here to help you.