Delivery management platform Parcelhub has become a member of the Institute of Customer Service (ICS), the UK’s independent professional customer services body.
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 ICS, added, “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.”