Logistics and courier service providers Ninja Van Malaysia has obtained the Best Customer Experience Awards 2020 for its breakthrough in customer service.
Established as a tech-enabled express logistics company that provides hassle-free delivery services for businesses of all sizes, Ninja Van Malaysia has gone beyond logistics to ensure customer needs and satisfaction are all met.
“We are honoured to receive this award, which recognises Ninja Van’s effort in going beyond logistics to meet the needs and demands of customers in this new normal. Transparency and accessibility are our team’s utmost priorities and our investment in human and tech resources enabled us to do a better job. This translated to a 30 percent jump in customer satisfaction level in the past year when we saw customer enquiries tripled,” Ezwadi Rosaidi, Head of Customer Service at Ninja Van Malaysia said.
He added, “Our LIVE chat function also saw vibrant customer engagement of about three queries per minute, increasing our efficiency in delivering timely assistance to our customers. This award further attests to our hard work and confirms that the customer experience team is empowered to make a difference behind-the-screens.”
The Best Customer Experience Awards 2020 recognises a company’s unwavering commitment to adapt to the changing needs of customers. The award recipients were assessed in areas such as effort, customer experience, engagement and evangelism.
According to Adzim Halim, CEO of Ninja Van Malaysia, a customer’s experience could be the single most important differentiator for companies post-pandemic.
“As all forms of communications morphed online, we need to significantly up the ante in delivering delight to our customers via these channels. This is why we took a two-pronged approach. Human-wise, we’ve created jobs by close to tripling our team since the Movement Control Order to ensure the preservation of human touch in customer experience. Tech-wise, we launched Ninja Chat, the AI-powered social messaging system, to help both the shipper and the receiver keep track of the parcel whereabouts,” he elaborated.
Adzim added that the logistics industry is ultimately people-heavy and as a leader in the logistics industry, they understand that customers today demand convenience, speed and optionality. This is why Ninja Van continues to innovate and diversify the ways in which they reach out to their customers.
CXP Best Customer Experience Awards 2020 is the first and only regional award for excellence in customer experience hosted in Malaysia, Hong Kong and Singapore.
In partnership with Smith Zander International Sdn Bhd — a specialist research and strategy consulting firm, this particular award was determined by an independent online panel survey of 5,000 Malaysians from April to October 2020.