Social media looks set to play a more prominent role in customer service responses to online shoppers, according to research by home delivery firm Hermes. The parcels firm conducted a survey amongst its key retail clients, and found that while telephone and email were still the preferred routes to customer service, new communication channels are expected to drive improvements in the future. In particular, two-in-five respondents believe web chat will become more important, with 21% opting for Twitter and 15% […]
It is an unrealistic consumer expectation, not poor performance from parcel carriers, that has led to a report suggesting a third of peak-time parcels are delivered at the wrong time, according to a market expert.
Hermes has disputed claims that it pays its couriers less than the minimum wage, after an investigation by The Guardian suggested some of the carrier’s self-employed workers earn as little as £5.50 an hour.
Palletways member Sovereign Transport has hired a Hermes field manager as its new business sales executive.