Parcelhub develops e-commerce support team

Multicarrier parcel software support company Parcelhub has set up an e-commerce support team.

Head of Customer Experience at Parcelhub Kate Webb, explained the new system: “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.”

The software support company already manages a number of Amazon and eBay inboxes on behalf certain customers, dealing with delivery related queries on their behalf in order to provide their customers with accurate and up to date information. Parcelhub has made it known that the next step will be to roll this out to all of their customers, adding social media monitoring so delivery queries can be monitored across all platforms.

Webb 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.”

Parcelhub handles parcel shipping for over 500 marketplace and independent website sellers on eBay and Amazon and move over 350,000 parcels a month using their software support system. With the growth in small scale e-commerce around the UK, this is set to expand in the coming years.

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