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Parcelhub joins The Institute of Customer Service

parcelhub ics 2021

Parcelhub joins The Institute of Customer Service

Parcelhub, the UK’s leading provider of multi-carrier delivery solutions and proactive tracking support, has become a member of The Institute of Customer Service (ICS), the UK’s independent professional customer services body that works with businesses and the public sector to help position the UK as world leaders in customer service.

Two of Parcelhub’s three core services help retailers with the customer service element of delivery management:

  • Proactive Tracking Support – Analyses delivery data and identifies non-deliveries and exceptions, helping retailers: Address delivery issues before they escalate, reduce ‘Where Is My Order’ (WISMO) incidents, increase on-time delivery performance and enhance overall customer experience:

  • Enhanced Delivery Management – A team of specialists who can act as an extension of a customer service team, taking care of delivery-related customer queries, as part of a team:

Parcelhub is working with The ICS to benchmark against others in its own and other sectors with the aim of achieving The ICS’s ServiceMark accreditation.

Kate Webb, Director of Customer and Product Experience at Parcelhub, said:

“We are working with The ICS to ensure that we are delivering an exceptional customer experience and identify areas where we need to better engage with employees and customers to achieve this. The customer has always been at the forefront of our development, innovation and business’s focus.”

Jo Causon, CEO of The Institute of Customer Service, comments:

“Joining The Institute and striving to achieve ServiceMark accreditation is a clear statement of intent by Parcelhub. By enabling Parcelhub to conduct regular independent surveys of customers and colleagues they can identify the key areas to invest in to further improve service and business performance.”

About Parcelhub, part of the Whistl Group:

Parcelhub is the UK’s leading provider of multi-carrier delivery solutions and proactive tracking support. Flexible and scalable, its portfolio of services integrates seamlessly with marketplaces, eCommerce platforms and order management systems, providing hundreds of multi-channel retailers, global brands and wholesalers with one access point to 20+ carriers and 600+ delivery options.

Parcelhub is part of the Whistl Group. Whistl is a £685m+ revenue, delivery management company that provides mail, parcels, leaflet advertising, fulfilment and contact centre services in the UK and internationally. Headquartered in Marlow, the Whistl group of companies operate across the UK, and handles in excess of 3.6bn items a year.

About the Institute of Customer Service:

Founded in 1996, and formally incorporated in February 1997, we help our members improve their customers’ experience and their own business performance. For too long, customer service had been seen as an after-thought, part of after-sales activity. Instead, it is integral to the success and failure of organisations, and we are dedicated to increasing recognition of its importance. To support those working in service, we have created tools to assess organisational performance and identify key areas for improvement. We have built a professional framework to help people gain and improve customer service skills. And we work hard to ensure customer service professionals get the recognition they deserve. If you believe in the importance of customer service as much as we do, get in touch and find out how becoming a member can raise your organisation’s standards.

Simon Wright

As SEO and Content Marketing Manager at the Whistl Group, Simon has over 10 years' experience in both B2B and B2C marketing, and as a result, offers a unique perspective on the pre- and post-checkout delivery experiences. Simon writes regularly for both the Parcelhub and Whistl blogs and is passionate about helping retailers make delivery their competitive advantage.

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