360 degree customer service from USPS

The United States Postal Service (USPS) has announced it is to introduce a web-based tool allowing employees to better handle customer service issues.

The new tool is called Customer 360, and is to replace eCustomer Care, the system currently being used in processing and tracking business and residential customers enquiries.

Customer 360 is to be available at Consumer Affairs offices, Customer Care Centers and Post Offices. It will allow employees in these locations to view the same information and provide a clear end to end, more coherent customer service route.

The Customer 360 system also integrates other applications in order to help resolve issues. As an example, Customer Care Centre agents will be able to use the platform to track packages and schedule redeliveries for customers.

In addition, USPS customers Will also be older access Customer 360 via the postal operator’s website to submit customer service requests and receive confirmation emails of their requests.

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

USPS will begin testing Customer 360 later this year in Capital Metro Area and the Customer Care Centers before deploying the tool to other facilities.