Parcel lockers in the top 10 on Polish Facebook, according to Socialbakers

When compiling the ranking, the experts took into account factors such as:

• total number of fans,
• time taken to answer questions,
• % of enquiries to which the brand replied
• the ratio of ignored queries.

It is worth emphasising that the very fact that Socialbakers compiles such reports demonstrates that, in the age of social media, logistics is no longer merely the process of delivering a parcel to a collection point specified by the customer. Customers expect dialogue: a swift response, a specific answer and – if the situation calls for it – action on the part of the brand. Has a parcel got ‘stuck’ at the sorting centre? ‘Do something about it’. Is the touchscreen on Parcel Locker X not working? “Fix it.”

The team managing the fan page must also keep up to date with the latest information about the service and pass on customer feedback to the departments within the company responsible for its quality. In many companies, this responsibility is often neglected or underestimated – yet there is no better way to improve a product than by taking into account the suggestions and experiences of regular users.

From person to person

Ever since Paczkomaty began operating in Poland, we have sought to stand out from other logistics services through our original communication approach, our focus on dialogue with customers, and the implementation of new solutions based on user feedback. Hence the changes to parcel tracking on the website, which we launched in February 2015, the “Close to You” campaign, and the now-famous emails and text messages we send to you as soon as a parcel arrives at a Parcel Locker.

As you often point out in your conversations with us, this ‘human’ approach is an added value that sometimes makes you feel more attached to a company than price or delivery speed. At InPost, we believe this is the right path to take, and we gather evidence of this every day by monitoring online discussions and comments.

Take a look at some of them:

• https://twitter.com/Peterstachowiak/status/517793891417096192
• https://twitter.com/sz_maciej/status/527454859415805953
• https://www.facebook.com/paczkomatkurier

There’s always room for improvement

Good results motivate us to carry on. We already have some initial ideas for further improving our customer service on social media, and we’ll be implementing them consistently. If you have any thoughts on this, please share them with us in the comments. After all, we want Facebook to be not just a place where we share interesting content, but also a tool for effectively resolving users’ issues. And, as we all know, even the best of us run into problems from time to time.

To sum up: we’re not resting on our laurels. We’d like to offer our warmest congratulations to the leaders of the Socialbakers ranking, but we’d also like to say: watch out. Parcel lockers are on their way!