USPS introduces new tool for staff to help customers

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The United States Postal Service (USPS) has a new interface to help staff dealing with customers. Billed as Customer 360, it will replace eCustomer Care which is the application currently used to process and track business and residential customer USPS interactions.

The new tool will be available in Consumer Affairs offices, Customer Care Centres and Post Offices, allowing USPS employees to view the same information. This is designed to make it easier for employees to see where a customer has previously turned for help and help staff give customers more effective help from USPS.

Customer 360 will provide our employees with a more complete picture of a customer’s journey with the Postal Service. Through this platform, we’ll have a collective view of all customer touch points, allowing us to offer better experiences.
– Dennis Nicoski, Sales and Customer Relations Acting Sr. Vice President, USPS

National postal carriers can often be slightly hamstrung when it comes to the services they offer. Statutory requirements (the USPS is mentioned in the United States constitution and has legal duties rather like the Royal Mail) can sometimes be restrictive and cumbersome. So that’s why it’s very good to see they are innovating and developing this new, and most customer centric, new system.

And President Trump has also recently been critical of the post office in recent months and ordered a report into the services they offer and the prices USPS charges. In particular, the President (who doesn’t much like Amazon founder Jeff Bezos and objects to his position as a publisher of ‘fake news’) has alleged that USPS is essentially subsidising ecommerce by not charging enough for every consignment they carry. The US postal service has been robust in its rebuttal and said that whilst letter volumes continue t decline, it is successfully monetising parcel volumes as the national postal service and that’s not always easy.

If you are in the USA and use them, please do let us know about this new system and how it works for you.



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