OIG says USPS social media platforms does not effectively deal with customers

The USPS Office of Inspector General has issued a report criticizing the postal service’s use of social media to interact with customers: The Postal Service did not effectively respond to customer inquiries submitted via social media. Specifically, the Postal Service’s current program does not (1) respond to all actionable inquiries, (2) respond to inquiries in […]

USPS transforming customer service online via social media

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 […]