What do you hope to achieve by optimizing the existing Swiss Post website?

We live in a time where technologies and customer needs are developing at a very fast pace. Customer satisfaction surveys show that customer needs for Swiss Post’s digital access points and the Swiss Post portal have changed. The Swiss Post portal is the access point for Swiss Post’s digital services and a source of information for using physical services. Customers want two things above all: quick access to their desired online service and information, and with as little effort as possible.

What does this mean for customers in everyday life?

In a break from the past, visitors to the Swiss Post portal no longer have to choose first whether they are private or business customers, and can now compare all products and services. The search is now multifunctional. This means, for example, that it can automatically recognize a consignment number as such and take the user automatically to consignment tracking. In addition, the prices for various shipping options can be compared against one another. Website visitors also have the option of finding out the prices for international consignments simply and quickly by entering the information in the filter provided.

Is the project now complete?

Optimizing the website is just the first step. Various teams continue to work on a positive customer experience in line with the principles of Customer Experience Management. More specifically, we are working on a display for logged-in customers. We want to give them an insight into ongoing services as is already the case for consignments. The content is also being continually developed.

A new page has been created with news, stories and customer topics. What’s that all about?

At www.post.ch/en/about-us/news, we want to explore topics that are relevant to customers and the general public, place people and their stories centre stage and provide background information concerning topics relevant to Swiss Post. We also want to promote cross-media communication – for example by pursuing a specific topic from our printed private customer magazine via this new channel and linking it with our social media channels. Furthermore, Swiss Post also wants to maintain dialogue with the population via this platform in the future. Unfortunately, we were unable to implement the necessary comment module by the end of June. This is nevertheless scheduled for the coming weeks.