Australia Post

Mobilising Customer Advocacy.

The Challenge. Australia Post wanted to give their workers a way to handle questions that may come up in social settings.

The Conclusion. Appscore created an advocacy app that gave the workers quickfire answers at the touch of a button and back-end access to problems users may encounter.

  • Consulting
1k +cases raised per day
9k +daily users
21.5%adoption growth after each updated iteration

Australia Post’s Challenge.

Employees often face tough questions from customers in social settings. Beyond the regular queries, they encounter more hard-to-answer questions such as, “Can you help me?” or, “Can I have an update on my order?”

Australia Post had the problem of presenting bite-sized bits of information to help employees answer queries on the go.

They approached us to consult on a mobile solution to provide their employees with a handy tool for advocacy.

How We Solved It.

We started by kicking off a discovery phase to get feedback from AusPost employees and understand the challenges they faced in social settings.

First, we identified the questions employees received the most. Then, we workshopped with AusPost to create brand-consistent messaging that would not only answer customer questions but stay conversational in tone.

We also identified the need for a fast-track service employees could use to assign tasks to their account directly so they would have a much-needed shortcut to problem solving.

Throughout the entire discovery phase, we user-tested the app to get feedback on clarity of use, which helped us develop a far more friendly user interface.

The Solution.

Keeping it conversational.

We created content that could easily be inserted into regular conversation – conveying all the important information without sounding too technical. By keeping the talking points light-hearted yet informative, the uptake of the app grew rapidly.

Delivering swift service.

Integrating a back-end solution for AusPost staff to get queries answered was a high priority. By providing a direct service to assign tasks through the app, we developed a system that significantly improved users’ satisfaction rate.

Boosting customer advocacy.

AusPost staff were more likely to use the new app when it enabled them to advocate the company and solve problems on the fly. As we continued to provide necessary details with each iteration, uptake from AusPost staff increased dramatically.

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