Rethinking advice: personal, digital and surprising
Swiss Post is bringing personal advice by video to branches – and to smartphones. Here’s an insight into an advice format that’s rethinking proximity.
Swiss PostReading Time 3 minutes
Customer feedback: 9 out of 10 stars
“I thought at first it would be a bot,” says Swiss Post customer Peter Moser*, but was pleasantly surprised when he chose to get advice by video call rather than conventionally at the counter in his Swiss Post branch. A Swiss Post advisor appeared on the screen and handled Mr Moser’s query. “It was a real person, an advisor as you would see at the counter – just on a video.”
Customer feedback: 9 out of 10 stars
Swiss Post has been testing personal video consultation at selected branches for over a year. Customers are connected via a screen to an advisor at a different location such as another branch, in the Contact Center or working from home.
Customers can use a video call to deal with various things like dropping off a parcel or registered letter, having mail retained while on holiday or ordering a criminal records extract for an application and printing it out directly at the video counter. Pay, print, send: all in one place, quickly and easily. If required, Swiss Post employees in the branch can help them get started. The video conversation is live and personal, and is held either in a separate room or at a video counter.
