Connect Customer Service Systems and Speed Up Call Resolution Times with the New parcelLab Zendesk App
We've all been there -- wondering where our parcel is or worrying about when we will receive a refund. And when companies don't communicate with us, we feel the need to call in for answers.
The parcelLab platform was designed to keep people and brands connected, with proactive updates that keep customers informed as their order progresses. But while this may reduce customer inquiries, there will always be situations that call for human interaction. Managing inbound inquiries efficiently remains a priority for brands.
Key Stat
The average inbound call is just over 5 minutes long and costs around $5.50. The average call is placed on hold for around 26 seconds while the agent searches for information.
If a brand can successfully reduce each call duration by just 30 seconds, this will have a significant impact on the overall efficiency of their customer service teams. The solution: connecting the customer service systems that agents use so they can find all the information they need in one place. parcelLab announced the launch of its new parcelLab Zendesk App, now available through Zendesk Marketplace.
Benefits of the parcelLab Zendesk App
1. Find Everything in One View
The new app gives agents access to all relevant order and returns information in a single view -- product details, latest shipping status, full history with estimated delivery date, all customer communications sent (email, SMS, etc.), and real-time information.
2. Fully Integrated with Zendesk
Once installed, the parcelLab Zendesk App object is shown right next to the customer support ticket. View full parcelLab tracking data inside Zendesk -- no need to switch between systems. Save time and increase productivity.
3. Access Multi-Package Shipments
The app makes tracking and monitoring multi-package shipments user-friendly with a simplified view, most critical deliveries at the top, colour-coded incident highlighting for disruptions, and a clear display for speed and efficiency.
4. Easy to Find Status Updates
The latest status code is accessible with a simple color-coding system. This allows the team to find the details they need to answer questions more efficiently.
5. Records Are Automatically Matched
Order numbers or customer emails are automatically matched to display the correct tracking data. Agents can also manually search using the search bar. Searching by customer email reveals the full purchase history with current and previous orders, returns, and deliveries.
In the end, the shorter the call, the better the experience for the customer. Both customers and agents will benefit from improved occupancy rates and significant cost savings. The parcelLab Zendesk App is available to download now from Zendesk Marketplace.
Ready to transform your post-purchase experience?
See how parcelLab can help you turn every delivery and return into a loyalty-building moment.