Serving customers digitally

Serving customers digitally

The Indian economy recently hit global headlines for replacing the United Kingdom to become the world’s fifth largest economy in terms of market exchange rates, and is slated to grow at an average real GDP growth of 6% from 2022-2030. Businesses in India are optimistic about growing and leveraging the favourable conditions. But to succeed, they need robust logistics services that not only cover the length and breadth of the country, but also are flexible, supportive, and above all else, prioritise the needs of the business. This is why businesses trust Gati-KWE, one of India’s premier express distribution companies, with their precious deliveries.

Few know Indian roads and the requirements of Indian businesses, better than Gati-KWE. Having traversed all across India, right into the hinterlands to expand the reach of businesses, the legendary express distribution company continues to focus on delighting customers with excellence in surface and air express solutions, backed by digital technology and a team committed to going the extra mile.

A customer-first approach

While shipping goods across a country as vast as India, customers are bound to have queries and be curious about the movement of their goods. That’s why they find Gati-KWE’s dedicated in-house customer service team to be so very useful.

Having an in-house team, as opposed to an outsourced one has its advantages for customers, as the team is not only well-aware about the business but also much more invested in addressing the customer’s queries, resulting in a swifter turnaround.

Swift, timely assistance at multiple digital touchpoints

Gati-KWE offers customers 360-degree accessibility through a variety of digital platforms such as

the user friendly and feature rich customer portal, which simplifies online transactions by providing direct access to all required services and information through a single window. Customers can register complaints, pickups, claims and download Proof of Delivery (POD) as well, at any point of time.

WhatsApp being the most commonly used messaging platform in India, having a chatbot such as Gati Genie, the experience of getting instant assistance is now as easy as interacting with friends online. One can track and trace, check PIN Code serviceability and so much more. Around 50,000 customers get in touch with Gati-KWE via WhatsApp each month. For specific queries that need specialized exception management, Gati Genie also has a live chat feature where customers can get support from the team members, on WhatsApp itself.

Another convenient way to get in touch is through the Live Chat feature on the website that allows booking, complaint tracking and other transactional queries support in real time. Further, those customers who prefer to call can dial 1860-123-4284, where a logistics support executive will address their issues.

In addition to these, customers also have access to a robust API portal, which acts as an application programming interface. They also receive automated SMSes that provide a timely update on their shipment tracking status. Further, the auto MIS provides a detailed view of the transactions as well as docket wise detailed update with the shipment’s current status.


What gives Gati-KWE’s call centre an edge of advantage is that the customer service team connects with customers where they are, on a platform that suits their needs and preference. With so many digital options to choose from, powered by a dedicated team handholding customers through the entire process, it’s no wonder that businesses rely on Gati-KWE to deliver their progress every day.