Whatsapp agents need to be more helpfull for sure.

Guys, if we are going to continue to have a business relationship someone from your team needs to look at this WhatsApp chat with your agents.

Me-Hi

Hey There!

I'm the Aramex Bot. How can I help you today? 😉

Select one of the following options.

⿡ - 🚚 Track my parcel.

⿢ - 🛒 Find my nearest Store-To-Door location.

⿣ - 🤷♀ Forgot to create your Store-To-Door shipment online? How to fix.

⿤ - 🌍 Customs Clearance

⿥ - 📞 Chat to an agent

⿦ - 📅 Reschedule delivery date

5

Sure, please enter your tracking number, before I connect you to an agent? ⌨

Me-TN1

Great. What do you need help with today?🤔

Me-This package hasn't updated movement since the 11th. Where is it?

Thank you. I'll connect you to the first available live chat agent😉👍

Tender - Hi there. My name is Tender, and I will be handling your request. Let me look into this for you.

Me-Thanks.

Me-I have another tracking number. TN2. This one i just ordered this week and it's already here in Durban. I will probably get it Monday. But this tracking number in question was ordered 2 weeks ago and it's missing in action. Very concerning.

Tender - This is a duplicate chat, I had already advised you on the previous chat that parcel has not arrived in South Africa.

Me-No that was another item all together

Me-No duplicate. New query. New tracking no.

Tender - TN2- This parcel arrived today at OR Tambo airport and is currently in transit to Johannesburg.

Me-Yeah I know. It took 2 days to get here. That is awesome. Now can you explain to me why TN1 is taking 9 days to get here ? And still not here ?

Me-Is this just how you guys work ? Its way to long now. I think this package is missing. Scheduled delivery date was set to today according to Amazon.

Tender - Like stated in the previous chat, a case was opened to investigate this delay once concluded they will contact you.

Me-Thank you

Me- What is the reference e number for this case

Tender - Reference: *********xx.

Tender - Is there anything else that I can assist you with?

Me-Thank you. And now please tell me why you said as you stated previously. We haven't talked about this package before you and i?

Tender - A query with this waybill number was logged earlier today.

Tender - If that's all, thanks for chatting with us, have a good day!🌻

Me-Maybe system automated. wasn't me.

At this point in mid chat, Tender lived up to her name and decided she is way to tender to deal with men any longer.

So the bot just popped up again.

Hey There!

I'm the Aramex Bot. How can I help you today? 😉

Select one of the following options.

⿡ - 🚚 Track my parcel.

⿢ - 🛒 Find my nearest Store-To-Door location.

⿣ - 🤷♀ Forgot to create your Store-To-Door shipment online? How to fix.

⿤ - 🌍 Customs Clearance

⿥ - 📞 Chat to an agent

⿦ - 📅 Reschedule delivery date

5

Sure, please enter your tracking number, before I connect you to an agent? ⌨

Me-TN1

Great. What do you need help with today?🤔

ME- Issue with my package. Looks like it's missing. Agent is of no help and didn't explain to me what's going on. I want to confirm that this package was escalated with case Reference: *********xx. And that the delivery address for this package is correct.

Thank you. I'll connect you to the first available live chat agent😉👍

Pearl - Hi there. My name is Pearl and I will be handling your request. We are experiencing a high volume of chats, resulting in longer response times than we’d like. I assure you we are answering all inquiries with efficiency. We kindly request your patience😊

Pearl - Your waybill does not track on our end 😕. I will require that you please send the below in order to log an inquiry for investigation

-A full image of the waybill/ confirmation SMS -The date and approximate time the shipment was posted -The store address where the shipment was sent from -A clear description of the contents sent -Your name and contact number for the team to update you

Me - It definitely tracks

Then i sent pictures of me tracking it using the system.

Pearl - Kindly note your shipment is handed over to the agent for delivery within 3 to 5 working days.

Pearl - Is there anything else that you would like me to assist you with? 😀

Pearl - Have a wonderful day!

So why wasn't it tracking on your end ?

Pearl - It was a system issue.

Its really hard to get any good info from these guys. You guys need to spruce up, i get packages from Aramex weekly, and honestly, sometimes these look like they get misplaced a bit, and this specific one is way past due, and no tracking information has updated since the 11th.

Now we shal have to see if any of this is actually legitimate. I have a feeling they ust didnt want to deal with me on whatsapp anymore and then just said the package was handed over, even though they might confuse it with another package if thats possible, because i get them frequently. So i am about 5% confident that this chat lead to anything in terms of letting me know if the package is still on its way or if its lost all together.

So guys when customers get off a chat with your agents, this is genuenly not what you guys should be aiming for. talked to 2 different people, the one said this is a duplicate chat, and she already told me about this package, and she definitely didn't. So there is a bit of confusion on numbers, yes they might all look the same if you look quickly but i can assure you i did not escalate or ask for a case before this chat today. Then the second chat, system issues, oh we cant track your package, we need all the info, your birth certificate, your mother and fathers birth dates, kind of ridiculous, stuff they ask for without making sure things are how they think things are. I'm exaggerating but the stuff they asked for just because of a system glitch is quite intense. Imagine if i was a old granny and just took their word for it, i would be buried in documentation right now.

So just not sure what you guys as managers can do about this, but man, its difficult and i havent had issues like this with many other companies in south Africa. Except the low end temu ones of course. And i dont want you guys to fall into that pile.