This could help them accurately identify customer frustration points with the IVR system. We recommended the Postal Service track abandoned calls and more accurately track contained calls. Step 1: Get your tracking number, you can find it in the receipt, outer packing of the package or the email. For example, if someone called and hung up in frustration before getting the information they sought, that call would still count as resolved by the IVR system. How do I track my USPS package on 17TRACK. USPS Tracking ® 9400 1000 0000 0000 0000 00. You can get money-back guaranteed date-certain delivery for some locations. Youre sending important items that need to arrive in under a week. We also found the Postal Service was counting any call not transferred to an agent as contained. 1-3 business days 2 (1 business day to many destinations in Canada) Priority Mail Express International ®. A quarter of IVR users who stay on the line at the end of the call to take a survey were very dissatisfied with their IVR experience, which might be worth exploring further. We found that two of the metrics, the containment rate (the percent of calls not transferred to agents) and customer satisfaction, have both increased over the past years. (USPS will also send you a reminder email when you have 1 month left. To purchase Extended Mail Forwarding, you can add it when you first submit your change of address request or if you later edit your request. You can pay to extend mail forwarding for 6, 12, or 18 more months (18 months is the maximum). Our latest white paper, 1-800-ASK-USPS: The Postal Service’s Interactive Voice Response System, examines the effectiveness of the Postal Service’s IVR system at handling inquiries. Standard mail forwarding lasts 12 months. In Fiscal Year 2020, the Postal Service’s IVR system handled 90 million calls! This allows customers to find solutions for certain issues without being put on hold or being referred to agents for complicated problems. Technology has changed customer service, allowing automated systems to handle routine inquiries 24 hours a day without requiring an agent.įor its 1-800-ASK-USPS customer care line, the Postal Service employs an Interactive Voice Response (IVR) system to answer calls, automatically handling routine issues such as package tracking, finding post office locations and hours, and submitting hold mail requests. In the past, customer service operations for a major corporation would involve thousands of service agents to handle calls - from routine problems to more complex ones. It improves the brand image, keeps customers loyal, and provides insights into the customer experience. For any business, customer service is important. Before you begin your search, if your package or mail has tracking, check USPS Tracking ® to see its current status.
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