DHL EXPRESS INTRODUCES NEW CUSTOMER SERVICE CHANNEL ON LINE

DHL Express, the world’s leading international express service provider, has announced the launch of a new customer service channel on “LINE”, the most popular chat application in Japan.

With DHL’s new official LINE account @dhljapan, registered customers can now enquire about DHL Express’ services and their shipments via chat, and receive a response immediately. The new service operates 24/7 all year round, and makes it easy for customers to check on the status of shipments, pricing, necessary documents for international shipping and general enquiries.

“LINE is the most popular smartphone application in Japan, which is why we have introduced a new LINE account that will make it easier for our customers to get in touch with DHL Express,” said Tony Khan, President and Representative Director of DHL Express Japan. “It is the next step in our digitalization journey and improves on our industry-leading customer experience. We are excited to offer this new service and I am confident that our customers will appreciate the greater speed and convenience.”

Consumer habits are changing with the growth of digitalization and cross-border e-commerce, and many consumers today prefer to interact with companies via instant messaging and social media rather than phone calls. “Providing quality customer service through multiple channels, from traditional phone calls to the latest applications like LINE, is key in ensuring that DHL Express continues to deliver on our brand promise of ‘Excellence, Simply Delivered’,” added Khan.

Key features of DHL Express’ LINE customer service channel:

• Locate DHL service points: Customers can search and find DHL service centers and outlets.
• Tracking: Customers can track their shipment by simply typing in their 10 digit tracking number.
• Price and transit time enquiry: Customers can obtain a price and transit time for an intended shipment simply by keying in the size, weight and destination of their shipment.
• Live chat: Customers can chat with DHL customer service agents from 10:00 to 15:00.
• On Demand Delivery: Customers can manage and choose their delivery options by using DHL’s On Demand Delivery (ODD) online solution.
• Service updates (Tentative): Customers will be notified of the latest service updates, like incidents, restrictions, adverse weather conditions, etc.