Hapag-Lloyd Quality Promise “Always Accessible”

With the introduction of the ninth quality promise “Always Accessible” today, Hapag-Lloyd addresses a key factor in customer satisfaction: quick accessibility when support is needed. With millions of calls annually, Hapag-Lloyd is aware of the importance of a reliable and fast telephone service for maintaining good relationships with its customers.

(Hamburg) To improve the accessibility of its customer service, the company has set itself the ambitious goal of answering customer calls within 12 seconds in at least 90 percent of cases and ensuring an overall call acceptance rate of 97 percent. To achieve these goals and measure their implementation, the shipping company is gradually introducing new processes and systems worldwide.

“Each of us has experienced it: spending precious time waiting for a call to be answered. Especially in business, customers cannot afford to waste time waiting. With the promise to always be accessible, we emphasize our commitment to respond quickly to the needs of our customers,” says Juan Carlos Duk, Managing Director Global Commercial Development. “A high level of customer service is an important aspect of our 2023 strategy. When we answer the phone quickly, avoid delays, and significantly reduce the number of abandoned calls, it is a big step towards improving our customers’ experiences when contacting our Customer Service. We see it as our responsibility to respect their time.”

Standardizing Internal Processes

To put this promise into action, Hapag-Lloyd has begun standardizing internal processes, reorganizing contact points, and introducing a unified contact center. With a new case management system and modern telephone system, communication with customers will be personalized. In the future, they will be directly connected to the right contact in customer service after entering a specific PIN, case, or shipment number into the system. After the global rollout, every call should be handled within seconds. To avoid inconsistencies, the telephone system in each country will have the same menu options and functions.

Insights via Customer Dashboard

Hapag-Lloyd provides insights into the results of its latest quality promise “Always Accessible” through its Customer Dashboard. Customers can view call acceptance times and the number of abandoned calls from Hapag-Lloyd both globally and at an individual customer level.

Through a fast, tailored, and industry-specific service, Hapag-Lloyd aims to strengthen customer loyalty and move one step closer to its overarching goal of becoming “Number One for Quality.”

Photo: © Hapag-Lloyd