Parcelhub Invests in eCommerce Support Team
Parcelhub has further invested in its customer services offering with the creation of a new 20-strong eCommerce support team, to provide a complete logistics support solution for its growing customer base at one of the busiest times of the year.
Parcelhub, which provides services for high volume business mail and parcels through multiple carriers, can now act as customer service advisor for both the customer and the end receiver, offering support during the whole delivery process from start to finish.
Following on from the launch of SMART notifications, which proactively communicate parcel delivery status, the eCommerce support team has been set up to manage every aspect of the delivery on customers’ behalf. Kate Webb, Head of Customer Experience at Parcelhub explained, “From following up non-deliveries to taking calls from end receivers, the eCommerce support team is designed to act as an extension to our customers’ own customer service departments.
“Our systems allow us to track where a call is coming from so we can answer the phone as if we are the customer. And because we have access to all the tracking and delivery data we can respond much faster and more accurately, often solving an end-receivers’ problem before the customer is even aware of the issue. At this busy time, it helps make everyone’s lives easier.”
Parcelhub already manages eBay and Amazon inboxes on behalf of certain customers, responding to delivery-related queries on their behalf in order to provide end-receivers with the most accurate and up to date information. The next step will be to roll this out to all customers and add social media monitoring, so that delivery queries are being monitored across all communications platforms.
Kate added, “A poor delivery record can be extremely detrimental when trading online – in fact companies can be banned from Amazon if there are consistent issues with delivery. By dealing with everything under one roof we can go a long way towards eliminating many of the issues that lead to a poor delivery experience and bad reviews.”
The new system is designed to save customers valuable time and money and, at a time when eCommerce is booming and competition between retailers is fierce, help them to provide their end-receiver with the best possible shopping experience.
Mark Rosenberg, Managing Director of Parcelhub, said, “Good old fashioned customer service is priceless. Time and time again research shows that shoppers expect a quick professional response from the retailers they buy from and at Parcelhub we pride ourselves on delivering this and enabling our customers to do the same.”
Parcelhub, a best-in-class provider of business courier services, currently handles parcel shipping for over 500 eCommerce, eBay and Amazon retailers, moving more than 350,000 parcels per month. Sister company Mail Workshop is the UK’s leading bulk mailing and distribution provider working with brand managers, advertising agencies, printers and publishers. Together they employ 75 people at the Nottingham headquarters and four regional depots across the UK. Combined turnover was £13.8 million for 2015-16.