Jersey Post has been shortlisted for two awards at the World Post & Parcel Awards 2020 – a prestigious industry event. The company has been recognised for their development of a bespoke chatbot website solution in the Customer Service category, and in the Philatelic Campaign of the Year category for the hugely successful, “Moon Landing Series.’
Jersey Post’s Chatbot “J.P.” was designed to help customers with an instant response to basic customer service queries and tasks, such as tracking an item out for delivery, looking for postage prices or directing customers to alternative delivery solutions that save customers’ time.
As a result of implementing the ChatBot, Jersey Post has introduced an easier, quicker and more cost-effective way for customers to access Jersey Post services and support. In addition, the organisation has seen a significant reduction in the total number of monthly calls into the Customer Care team, but also in the number of abandoned calls. This reduction in calls has enabled the Customer Care team to spend more time helping customers with more complex cases.
Jersey Post’s shortlisted “Moon Landing Series” celebrated the 50th anniversary of the first moon landing in 1969. The six stamps portrayed the Apollo 11 lunar mission as it was reported in Jersey, illustrating key parts of the mission alongside a headline or quote from the Jersey Evening Post. This historic event needed to engage not only the older generation which has nostalgic childhood memories of the landings, but also to appeal to new, and younger space enthusiasts through the use of innovative printing techniques and marketing channels to retell the momentous occasion.
Not only was the “Moon Landing Series” the top-selling stamp issue for Jersey Post in 2019, the issue was also a huge hit online. On its social media, Jersey Post created a unique video which was enjoyed by over 260,000 viewers worldwide, but the issue was an even bigger hit via the BBC History website. Jersey Post’s geo-targeted, online collaboration saw the campaign become one of the BBCs most successful website take-overs in 2019.
David McGrath, Head of Marketing at Jersey Post, stated, “Naturally we are thrilled to be shortlisted for an award, but we are quite literally ‘over the moon’ to be shortlisted for two. As a small, independent postal authority, Jersey Post must work extra hard to overcome challenges and changing market conditions. The evolution of existing services, enhancements to our customer care strategy and engaging with new marketing channels are elements that we are implementing, and which are working well for us.” He continued, “Although the current pandemic will prevent us from attending the awards ceremony this year, we will have everything crossed for a great result at the virtual presentation in June.”
The World Post & Parcel Awards showcase the latest innovation and best practice within the mail and express services industry. The awards recognise those organisations that are embracing industry challenges and maximising the opportunities that today’s business environment presents. In its 21st year, the Awards are facing their own unique challenges with the ongoing COVID-19 pandemic and have worked around the issues that this currently poses. In lieu of the traditional celebratory gala dinner to present the awards, the winners will be announced at a virtual presentation evening on 16 June.