If you’ve watched or read the news in the last few days, you probably know the Postal Service is a key part of the White House’s plan to get COVID tests to every American household that wants them. USPS is responsible for taking orders through its website and delivering up to four free COVID test kits to every household in the country. Did you know this isn’t USPS’s first time playing an essential role in a national emergency?
For any business, customer service is important. It improves the brand image, keeps customers loyal, and provides insights into the customer experience. In the past, customer service operations for a major corporation would involve thousands of service agents to handle calls — from routine problems to more complex ones. Technology has changed customer service, allowing automated systems to handle routine inquiries 24 hours a day without requiring an agent.
Because of the pandemic, the U.S. Postal Service had to suspend walk-in passport application services and require appointments be made in advance. Add in a drop in international travel, again because of the pandemic, it’s no real surprise USPS experienced a 34 percent drop in passport application revenue from fiscal year 2019 to 2020.
