outsourced ecommerce customer services and support from parcelhub

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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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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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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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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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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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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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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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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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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


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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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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

outsourced ecommerce customer services and support from parcelhub

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