Paczkomaty in the top10 of Polish Facebook according to Socialbakers

In creating the ranking, the experts took into account factors such as:

• total number of fans,
• time to answer questions,
• % of applications to which the brand has responded
• indicator of ignored queries.

It is worth emphasising that the very fact that Socialbakers creates such lists shows that logistics in the social media age is no longer just the process of delivering a parcel to the pick-up point indicated by the customer. The customer expects a dialogue: a quick response, a concrete answer and, if the situation requires it, action from the brand. Parcel 'stuck' at the Sorting Office? "Do something about it". The touchscreen at Parcel X doesn't work? "Fix it."

The team operating the fanpage must also keep up-to-date information about the service and pass on customer feedback to those departments within the company that are responsible for its quality. This responsibility tends to be neglected or underestimated in many companies - yet there is no better way to improve a product than to take into account the suggestions and experiences of regular users.

Like man to man

From the very beginning of Parcel Machines in Poland, we wanted to distinguish ourselves from other logistics services by unconventional communication, focus on dialogue with the customer and implementation of new solutions based on user feedback. Hence the changes in tracking of shipments on the website, which we introduced in February 2015, the "Close to you" campaign or the now famous emails and text messages that we send to you when a parcel arrives at a Parcel Machine.

As you often notice in your conversations with us, this "human" approach is an added value that sometimes ties you to the company more than the price or the speed of shipping. At InPost, we believe that this is the right way forward, and we collect evidence of this every day by monitoring the conversations and comments of Internet users.

Take a look at some of them:

• https://twitter.com/Peterstachowiak/status/517793891417096192
• https://twitter.com/sz_maciej/status/527454859415805953
• https://www.facebook.com/paczkomaty/posts/10153162274062999

It can always be better

Good results motivate us to keep working. We already have our first ideas on how to further improve our customer service on social media and will implement them consistently. If you have your own ideas on this subject, please share them with us in the comments. After all, we want Facebook to be not only a place where we present interesting content, but also a tool for effectively solving user problems. After all, even the best of us have problems.

In conclusion: we are not settling on our laurels. We congratulate the leaders of the Socialbakers ranking, but we also say: beware. The parcel machines are coming!