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USPS offers callers self-service options

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Customers who use the USPS help line can now choose to receive text-based assistance, among other new options.

Callers to the 800-ASK-USPS help line are being offered more ways to receive assistance, part of the organization’s efforts to improve customers’ experiences.

All calls go to one of four Customer Care Centers that the Postal Service operates nationwide. Under changes that took effect recently, callers can now choose to receive text-based assistance through an interactive voice response feature.

Text-based assistance is available for customer inquiries about case creation, passport services, change of address requests, mail holds and package tracking.

“We are leveraging technology to improve the customer experience and give customers more self-serve options in the channel of their choice,” said Customer Experience Vice President Kelly Sigmon.

Beginning in October, USPS plans to offer additional text-based assistance for postage pricing and service commitments, ZIP Code information, Click-N-Ship claims and refunds, and buying stamps.

By the end of the year, customers will be able to receive additional assistance via text, including Post Office hours and location information and redelivery requests.

The new options are proving popular with callers: According to survey results, satisfaction is 14 percent higher for those customers using this service.

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