Poste Italiane Group’s customer care awards
Over the years, the Poste Italiane Group has placed an essential value on all activities related to customer satisfaction. Thanks to this continuous care for such issues, it has received several awards:
PostePay Digital wins Product of the Year 2023 award
The Postepay Digital Card, which has already won the “Elected Product of the Year 2023” award in the “Financial Services” category, was recognised for its ability to introduce innovation and satisfaction among customers by promoting an increasingly digital-oriented experience. The award was based on the vote of 12,000 consumers through Italy’s leading research on innovation and customer satisfaction.
The distinctive features of Postepay Digital include direct use from a smartphone, enabling online, contactless and QR code payments via the PostePay app. It also offers the “P2P” service for transferring money in real time between Postepay cards, the purchase of public transport tickets, and the possibility of withdrawing cash at Postamat ATMs via the cardless withdrawal service from the App. Postepay Digital also allows users to associate an IBAN code to make transfers, credit salaries, pay utility bills and request the physical version of the card.
To further simplify the online shopping experience, PostePay has implemented an accelerated process for customers with SPID. These customers can apply for the Postepay Digital Card via the postepay.it website and the Postepay app, authenticating quickly via their SPID Digital Identity provider. This approach allows customers to activate the Postepay Digital within minutes and start using it immediately.
Award at Smau for innovation in customer care service systems:
Every year, Smau, Italy’s leading trade fair dedicated to information and communication technologies, presents the Innovation Award to companies that have contributed to the growth of the country system with innovative and concrete proposals. The 2023 award-winners also include Poste Italiane, which has introduced a customer care service intermediated by artificial intelligence via voice (voicebot) and chat (chatbot and appbot), with the aim of promoting a radical cultural, organisational and technological change in the assistance model. In the new model, the human operator was thus gradually supported at first by a chatbot, a system that operates in natural language, dialogues and provides answers and solutions to customers via chat on the site/app and WhatsApp, which was later joined by a telephone answering channel on the helpline numbers via voicebot, which provides voice answers in automatic mode on the various channels for the different areas of Poste Italiane’s business, from finance to logistics.
PostePay among the winners of Italy’s Best Customer
PostePay SpA is among the award-winning companies in the first edition of Italy’s Best Customer Service 2022-2023. The award aims to identify the brands with the best customer service and the companies that have distinguished themselves for high quality customer service in Italy. The ranking was carried out by the Corriere della Sera supplement “l’Economia” in cooperation with Statista GmbH, an international research and analysis company, and involved the opinion of around 15,000 consumers. The category for which PostePay took first place is that of Fixed Telephony and Internet Companies, with the PosteMobile brand. The consumer survey considered several parameters, including professional competence, communication, service availability, customer orientation, and service variety.
Postepay among the “top contact centres 2023-2024” for Postemobile customer care
For the second year in a row, PostePay was among the companies that excelled in customer support in Italy in the “Telecommunications” category. This is the result of a survey conducted by the German Institute for Quality and Finance (Itqf) and the newspaper “La Repubblica A&F” with the aim of giving consumers an assessment of excellence in this specific area. The study analysed the satisfaction expressed by over 122,000 consumers who used the three main contact channels of the companies surveyed - telephone, chat and e-mail - with reference to 200 major companies active in Italy in 31 different product sectors. PostePay SpA ranked among the best and was awarded the “Top Contact Centre 2023-2024” certificate for Postemobile customer care. The award recognises the strategy of the entire Poste Italiane Group based on the enhancement of the relationship with the customer during all its phases: from the purchase of a product/service, to its use, to customisation, to the request for assistance.