How a global logistics company improved CSAT while keeping the human touch

Balancing speed and service by leveraging our technology

20%

Immediate improvement

immediate CSAT improvement , reducing customer effort

33%

Improved competency

decrease in new agent onboarding time , glidepath to competency improved in line with new coaching support

29%

Volume efficiency

Increased chat concurrency, enabling agents to handle higher volume without additional cost

98%

Optimisation improvement

Going from just 2% or chats manually monitored to 100% automatically

Human-centered approach

Empowering the team for long-term successWhile AI powers the insights, people remain at the heart of service delivery. Our team leaders have targeted, timely conversations with the right people. Focusing on coaching and developing agents based on real-time, relevant data. Spending less time managing reports and more time leading people.

"Myia exists to empower real people. By simplifying quality, coaching, and performance insights, it frees teams to focus on what matters most—great conversations."

Charlie Adams, Director of Customer Experience

The challenge: balancing speed and service

DHL is a global leader in logistics, providing international express deliveries, warehousing solutions, and supply chain management services. In The Netherlands, Custom Connect supports DHL's customer service operations via chat channels, ensuring fast, effective, and customer-centric support.As DHL's service demands evolved, so did the need for faster, smarter, and more personalized support experiences - without compromising the human touch.

Young people working in modern office, brainstorming together

Our solution: Leverage our technology suite

Deploying AI-powered analytics to automate and enhance service reporting. Using our in-house technology development team to create a bespoke solution.Integrating AI into all KPI reporting and CSAT analysis, making this available to everyone across the teams, enabling precise identification of service drivers impacting customer satisfaction.Using these insights to drive targeted coaching and proactive team leader interventions. Real-time performance management was put into our colleague's hands

Blending technology with people-first service

Custom Connect implemented a hybrid approach that leveraged chat agents across three continents, supported by intelligent reporting and AI-driven quality insights through Myia . This combination ensured that our global logistic company's customers received quicker answers while agents had better tools and coaching to maintain empathy, accuracy, and consistency across every conversation.

What next?

Proactive LeadershipCSAT management is now automated and effortless, freeing time for proactive leadership.OptimisationFurther AI-driven optimisation in plan; focusing on smarter use of Active Time, enabling AI to drive operational efficiency while our leaders focus on supporting their teams.