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Customer service for satisfied customers

Reduce your customer service costs by more than 50%

At DSV we focus on resolving customer queries at the first contact. That gives you more satisfied customers as well as savings in time and money.

We adjust communication to help avoid uncertainty and doubt - and therefore complaints. 

Our capacity is scalable to your needs, so you can avoid high overheads ruining your business model. We handle everything for you in our own premises with our own highly-trained and professional staff who look after multiple channels. Many of our customers have achieved savings on customer service of over 50% after switching to DSV Multi-Channel Fulfillment.

We offer the following customer service options:

  • Telephone
  • Post
  • Online chat 
  • E-mail
  • Social media 
  • Fax
  • SMS/WhatsApp

At best-in-class service levels, that have been the Dutch benchmark for years:

  NL  Vs  DSV MCF  
Telephone response (in seconds)    48    6
E-mail response time (in days)  3.6    0.7
First-contact-completion  36%    97%
Contact moments per question  2.7    1.03
Refunds (in days)  15    0.8

 

Customer service 

 

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