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Parcelhub Delivers Ground-Breaking Ecommerce Customer Service Package

Outsource eCommerce customer service in the United Kingdom

Parcelhub Delivers Ground-Breaking Ecommerce Customer Service Package

Parcelhub has launched a ground-breaking logistics support solution for its eCommerce clients, providing them with levels of service and transparency never before seen in the industry.

The fast-growing firm now handles parcel shipping for over 500 eCommerce, eBay and Amazon retailers and has become known for its innovative technology and intuitive solutions for the ‘final mile’, often the most complex, time consuming and costly part of the delivery process.
The new Ecommerce Customer Support Service is an extensive solution which combines a number of elements, allowing clients to completely outsource the management of their parcel delivery operation.
Parcelhub’s state-of-the-art SMART platform, completely developed and built in-house by experts in delivery and logistics, proactively checks scan events across multiple platforms, analysing and interpreting delivery data to improve it on an ongoing basis.
Tickets for non-deliveries including “unable to locate” and “bad address” scans are raised automatically so the data can be checked, verified and corrected if required.
Enquiries from end users across all channels, including those that come via Amazon and eBay are logged and actioned and new software provides clients with unique real time access to the whole process.

Parcelhub Managing Director, Mark Rosenberg, said the extent of the package was unprecedented in the parcel industry:


“We are confident that no-one else is offering this level of customer service. Our eCommerce clients can effectively see behind the scenes of the Parcelhub team working on their behalf to not only view the tickets that have been raised but also see exactly what is being done about them, at any time.

UK e-commerce customer support

“For us, it’s the way it should be – we are acting as an extension of our clients’ customer service team, so it’s only right they should have total visibility of activity.”

E-commerce sales are predicted to top £60 billion this year and with the vast majority of shoppers (91%) preferring to have their parcels delivered to home, efficiently managing this final stage of the delivery process is key to retailers’ reputation and profitability.
Mark added, “Providing a single point of contact puts an end to multiple phone calls or emails for the client. The result is both efficiency savings and an increase in customer satisfaction for the end user.”
The Ecommerce Support Service is the culmination of 20 months of work by in-house developers, who worked closely with the Customer Experience team at Parcelhub to ensure that the systems would deliver exactly what was required. All the software works as an add-on to existing Parcelhub systems, meaning it can be used by any merchant, across multiple carriers.

Parcelhub is a flexible and scalable eCommerce shipping management solution, which distributes more than three million parcels annually on behalf of hundreds of retailers and wholesalers.
Sister company Mail Workshop is one of Europe’s leading print and eCommerce fulfilment providers, working with brand managers, advertising agencies, printers and publishers to provide product and printed matter storage, fulfilment and distribution.
Together they employ 85 people at the Nottingham headquarters and three regional depots across the UK. Combined turnover was £13.8 million for FY 2015/16.

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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