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Corporate Customer Contact (CCC) plays a key role in the customer experience responding to inquiries and resolving issues by telephone, email, online chat, and the customer service area on usps.com. In 2010, CCC handled 49 million contacts about delivery, hold mail and address change requests, package tracking, pricing, ZIP Codes, and orders for stamps and supplies. Internal systems ensure that agents provide accurate and consistent information, and if needed, document the issue and forward it to the appropriate Post Office for resolution. Over 60 percent of customer contacts are handled via self-service, which contributes to greater customer satisfaction while reducing postal costs.
CCC began two new support channels in 2010: online chat and a dedicated small business support group. The support group provides personalized assistance to small businesses interested in expanding their use of postal services. Chat provides real-time technical support to customers on usps.com. Customer satisfaction scores for various contact channels — interactive voice response, live agent phone calls, and emails — all increased this year.
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