Parcelhub has boosted 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.
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.”
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.”
