Post on 14-Apr-2017
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eCommerce customer support
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What is our SMART and eCommerce proposition? The Parcelhub eCommerce service that we offer is a service whereby once you send a
parcel out the door and it hits the carrier’s network, we deal with all the issues on your behalf – as you.
There are two parts to this proposition: SMART platform: Proactive notifications reduce time and effectiveness of queries
eCommerce platform: Once a parcel receives a scan into the carrier network, we deal with any queries on delivery with your customer, as you
maximum service, minimum cost.
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maximum service, minimum cost.
So how does the SMART platform work?
Parcelhub is a multi-carrier software solution and one of the key benefits is being able to see all tracking from all carriers in one place
Unlike conventional carriers, you don’t have to reactively search tracking details in a system; you can filter by four major categories: Problem, Delay, In Transit and Delivered
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maximum service, minimum cost.
How does the mapping work for all carriers?
Each carrier has different tracking patterns and scanning events
Each service within a carrier has different patterns
We have taken each service by carrier and uniquely mapped them against a ‘Type’ and a ‘Sub Type’ which allows us to identify and proactively pick up not only problem scans but also sequences of scan events that may result in a parcel being returned
This is where we get SMART
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maximum service, minimum cost.
Example of a sequence of scans that could result in an issue
For example: A carded twice example:
Carrier has carded an address twice and has one attempt left
In the carrier’s eyes, they have done everything as per their SLA and this isn’t an issue, will attempt once more and Return to Sender
Once that third attempt has been made, quite often you cannot get it back OFD again which results in the parcel being Return to Sender
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maximum service, minimum cost.
Potential issues As the sender, you then get the customer on the phone saying
they haven’t had any cards
As a result if you don’t resend today and upgrade then they will either cancel the order, or leave negative feedback on the seller platform, or attack you on social media – or all three!
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maximum service, minimum cost.
Example of a sequence of scans that could result in an issue
If you have to resend, as a seller you have lost out on:
Outbound and return carriage
Have to have another item in stock to resend
Cost of resending the order
Time management from your employee's in dealing with the query
Time from your employee's chasing up with the carrier as to why a card wasn’t left
Invoice team chasing claim/non payment
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maximum service, minimum cost.
So how does Parcelhub picking this up after two carded attempts help you?
So how does Parcelhub picking this up after two carded attempts help you?
We can pick up the query and check that what the carrier says has happened has actually happened
We will: Validate the address as per Royal Mail
Check previous delivery attempts; does the GPS put the driver at the correct location
Check previous delivery attempts; can we confirm the card ID’s that were left on previous attempts
If it’s a business, is it being attempted in business hours
If it’s residential, is it a block of flats/do we need access codes?
Are the scans valid i.e. were the delivery attempts made?
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maximum service, minimum cost.
So how does Parcelhub picking this up after two carded attempts help you?
So if address is correct and previous deliveries appear to be successful we can let you/your customer know that there is one attempt remaining and how to arrange it in line with the carrier so the goods are delivered
If there are any discrepancies with the previous attempts then we use this to get the goods back OFD, phone numbers/address confirmed and use this for either non-compliance claims for customers and/or another attempt if needed.
Allows us to get the next attempt at the correct place and avoid any fall-out
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maximum service, minimum cost.
Positives Saves you negative fall-out on selling platforms
Gets deliveries there first time
Helps avoid Return to Sender/CS chasing queries
Gets to the query issue earlier, saving time, money and resources
Saves money and increases seller ratings/positive feedback/carrier experience
These SMART interceptions can be tailored to your business needs
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eCommerce solutions explained eCommerce platform: Once a parcel receives a scan into the carrier network, we deal with
any queries on delivery with your customer, as you We have a dedicated email box / Phone line for your customers to dial YOU on and we simply
pickup the queries as YOU and reply as YOU. Your customer gets more information first time, we have more resource available to get
information quicker It’s about driving the right questions the first time to aid the investigation.
Commitment We are committed to establishing a transparent partnership whereby we take away the ‘pain’ and streamline the
delivery process from start to finish
maximum service, minimum cost.
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maximum service, minimum cost.
How the process works without eCommerce supportYour customer rings to request
an address change
We advise this cannot be done due to the carrier rules, i.e. different depot
covers the new postcode
You ring us back and we explain it cannot be done &
what options you have
You ring your customer back to explain - they are not happy and demand this happens
You call the customer back with options
You call us back to confirm the change
You call us to request the address change
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maximum service, minimum cost.
How the process works with eCommerce supportEnd receiver calls you – transfers to us and they request an address change
We check and see if that action can be done with the specific carrier. If it can’t we explain why and go through other options with them
We pass the information to the carrier and keep your customer updated throughout the delivery
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”Proactive work changes perception
Imagine having the answers to your customers’ questions before they call….
With eCommerce being driven by our SMART platform, this is often the case. So how does this work?
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Bad Address Situation..
SMART Picks up bad address Scan
We check Address (Validate if possible without contact)
Check previous delivery attempts
Correct address if we can
Get parcel back out for delivery
Confirm phone number if on system
Monitor it until delivered
eCommerce Customer calls in to say address isn’t
correct, “disgraceful service”
Possibly wants to leave negative feedback
Either way, customer is in control
eCommerce With the SMART, we can change the
dynamic We personally tracked your delivery and
contacted carrier It is already back OFD, are these details
correct? Customer has perception changed
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eCommerce Benefits
We do the work; We take the calls; you get the rewards…
Quicker response
Removes the ‘chain’
Dedicated advisors
Proactive checks
Ticket raised until resolution
Updates at least every 24 hours
We do the work and advise you
“Everyone at Parcelhub is always so helpful, so please pass on my thanks and gratitude to both
the sales and customer services teams”– Ruth Bass, Cheshire Cheese Company
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”Knowledge
Built on experience…
We have an experienced 16-strong team of customer service agents who combined, have many years of experience within the parcel industry. This gives them a strong understanding of what challenges are present and how to best approach them to get an effective solution and fast
“Moving to your eCommerce support solution was the best decision we’ve ever made” –
Nav, Head of Customer Services,Bike Wear Direct, Nottingham
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”Communication
This can never be underestimated…
Automated emails giving the end consumer information around HOW to track, rearrange delivery and what to do if there is a problem
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”Reporting
Statistics at your fingertips…
Information around proactive SMART notifications, by type
How this could help improve your customer experience
Target areas we need to work on to reduce calls in
Monthly reports on what we have done and feedback positive and negative
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”Transparency
You can view and monitor all queries relating to tracking…
All communication is available to you
We work and tailor our solution to support your business