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USPS transforming customer service online

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Customers are showing their appreciation for the Postal Service’s efforts to help them on Twitter.

The Postal Service’s Social Media Operations Center continues to transform the way USPS interacts with customers online.

Since mid-November, the center has handled almost 31,000 customer service issues on Twitter using the new @USPSHelp account. Many issues involve package and mail tracking or delivery.

One example: When a customer “tweeted” that his packages were being returned as undeliverable, the social media team contacted the local Post Office, which worked with the customer to resolve the problem.

“Engaging with customers on social media demonstrates we care,” said Interim Social Experience Director Nick Sucich.

The pilot project also allows the social media team to “listen” to what people are saying about the Postal Service on Twitter and other platforms.

For example, when USPS shifted to a seven-day delivery schedule during the holidays, the center noticed some customers on Twitter were wondering why they were seeing their letter carriers on Sundays. The center responded quickly to these tweets, clearing up any confusion and reinforcing the Postal Service’s This is our season message.

The project is a hit with customers, including one who tweeted, “Kudos to @USPSHelp for being a helpful and worthwhile Twitter account.”

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