Sander Hak
April 27, 2022

Customer service automation for parcel shippers using Zendesk

Customer service automation with Tracey and Zendesk for parcel shippers

After an extensive test and pilot phase with various customers, we have delivered a standardized link with Zendesk with which our customers can organize and further automate their customer service processes. With this we meet the demand from web shops and distributors to proactively communicate with recipients about possible issues that may arise during the shipment of parcels.

The first results after a month of reviewing working with this link show the following:

27% fewer inbound calls;
An average of 11 hours earlier response to exceptions;
15% higher NPS score;
37% time reduction in the customer service department in looking up information about issues with shipments;

How does the integration between Tracey en Zendesk work?

The customer service triggers can be set separately on variables such as country, exception and carrier on the basis of which they are processed as a ticket in Zendesk within a maximum of 30 minutes after finding an exception created. This puts you in the lead as a sender and with your customer service when it comes to informing recipients. By setting up automated communication in Zendesk based on these tickets, you can automate the entire initial handling and communication of the issue. Tracey ensures that all your shipments for the different carriers are continuously monitored and that you can organize your customer service processes flexibly with standardized notifications about issues.

Why use Tracey for customer service automation at webshops?

Tracey specializes in optimizing the shipping experience as soon as the package leaves the warehouse, most senders lack control over this last part of the customer journey. Because we keep a real-time record of what happens with the shipments for more than 45 carriers around the world, you are immediately in control if things go wrong. In addition, we use our forecasts to keep track of possible issues before the carrier lets you know. Of course, these mechanisms also apply to other customer service tools such as Freshdesk and Trengo.