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Corporate Customer Contact (CCC) plays a key role in the customer experience by answering questions, providing customer services, and resolving issues by telephone and via the customer service link on usps.com. CCC received and handled 50 million customer calls and online queries on mail delivery, hold mail and change of address requests, package tracking, pricing and policy questions, ZIP Code lookup, and ordering stamps and shipping supplies. Internal systems ensure that each inquiry is logged, forwarded to the appropriate Post Office, and the resolution documented.
CCC reviewed and re-wrote the most frequently asked questions available online for customers, improving customer satisfaction for the effectiveness of the questions by 7.4 percentage points. CCC also built and deployed a new system that enables customers to send an email to the Postal Service, which is then automatically routed to the customer’s Post Office for resolution and follow-up.
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