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Pushing the Envelope Blog

Dialing Up Customer Service at USPS

Date: 10/11/21 | Category: Products & Services

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.

For its 1-800-ASK-USPS customer care line, the Postal Service employs an Interactive Voice Response (IVR) system to answer calls, automatically handling routine issues such as package tracking, finding post office locations and hours, and submitting hold mail requests. This allows customers to find solutions for certain issues without being put on hold or being referred to agents for complicated problems. In Fiscal Year 2020, the Postal Service’s IVR system handled 90 million calls!

Our latest white paper, 1-800-ASK-USPS: The Postal Service’s Interactive Voice Response System, examines the effectiveness of the Postal Service’s IVR system at handling inquiries. We found that two of the metrics, the containment rate (the percent of calls not transferred to agents) and customer satisfaction, have both increased over the past years. Still, there is room for improvement. A quarter of IVR users who stay on the line at the end of the call to take a survey were very dissatisfied with their IVR experience, which might be worth exploring further.

We also found the Postal Service was counting any call not transferred to an agent as contained. For example, if someone called and hung up in frustration before getting the information they sought, that call would still count as resolved by the IVR system. We recommended the Postal Service track abandoned calls and more accurately track contained calls. This could help them accurately identify customer frustration points with the IVR system.

Have you called 1-800-ASK-USPS recently? What was your experience?

Leave a Comment

  
Apr 10, 2023
Your Comment
It is ridiculous at this point. You should hear me screaming agent agent AGENT.
Your Name
Ms. Belmont
Mar 18, 2023
Your Comment
When I call Albany, NY Post Office at Phone: 518-452-2324, it immediately goes to voice mail that states, "this mailbox is full." I am not able to talk to someone regarding mail not being delivered to my home. When I called Albany, NY Post Office at Phone: 518-452-2324, I let the phone ring for 20 rings and no one answered. This is just shameful!

  
Your Name
OIG Webmaster
Mar 20, 2023
Your Comment
Thanks for your message. We are an independent agency of the Postal Service and unfortunately can't help with customer service issues. Please file a complaint directly with the Postal Service at 1-800-275-8777 or at https://usps.force.com/emailus/s/​.
Your Name
Jacinta
Mar 16, 2023
Your Comment
ANSWER. THE. PHONE. omg..... defund USPS, honestly.
Your Name
Tommy meloche
Mar 14, 2023
Your Comment
Why can I not talk to a human being??? The industry of service has gone to hell in a handbasket... Instead of becoming more easier you have created a stumbling block a very aggravating one...
Your Name
Staci
Mar 8, 2023
Your Comment
WHY CAN YOU NOT GET AN AGENT ON THE PHONE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!11 NO ONE WONDER PEOPLE STOP USPS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1 YOU LOST MY PACKAGE !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!11 THIS IS A JOKE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1
Your Name
Deborah
Mar 7, 2023
Your Comment
This has to be the worst site ever. Can not talk to a person
Your Name
ks
Mar 6, 2023
Your Comment
Tried calling multiple times today well before close of business hours, I go through all the steps to submit a service request and each time the automated recording attempts to connect me to an agent, she says that the office is closed. It is a Monday at 4-5pm est. I try to email and I go through all the steps and again upon submitting there is an error in submitting my service request. So I am not able to speak to an agent on the phone and I am not even able to submit an email. Seems as though the system is set up to not provide customer service.
Your Name
T R
Mar 6, 2023
Your Comment
It is impossible to get through and speak to a person. The voice interactive system is not user friendly and constantly does not get what the customer wants to do. Very annoying and frustrating. This automated system makes it worse and no way can you register a complaint about poor customer service or non delivery of your mail to the post office box
Your Name
G E
Mar 5, 2023
Your Comment
I M NOT SURPRISED TO HAVE NOBODYS TO ANSWER THE PHONE ☎️ LINE IN SEVERAL MULTIPLE OCCASIONS , NO WONDER HOW TERRIBLE USPS LOGISTICS WORKS , TERRIBLE EXPERIENCE, MISSING PACKAGES 📦 OFTEN , LOGGING TRACKING SYSTEM AS ITEM ALREADY DELIVERED WHEN IN REALITY ITS NOT TRUE , NEXT DAY OR TWO DAYS , PACKAGES 📦 📦 ARRIVES BEING DELIVERED ( IF LUCKY 🍀 ) IF NOT LUCK 🍀 THEN YOUR PACKAGES 📦 📦 WILL NEVE BE FOUND NOWHERE AROUND ,, TJIS 1800-ASK-USPS ITS ONE MORE NEGLIGENT WAY FOR PISTAL SERVICE OFFICE TO FRUSTRATE CUSTOMERS INQUIRING FOR MISSING PARCELS AND MAIL ,,,, 🤷🏻‍♂️🤷🏻‍♂️🤷🏻‍♂️🤷🏻‍♂️🤷🏻‍♂️🤷🏻‍♂️
Your Name
Stephen
Mar 4, 2023
Your Comment
This is garbage. No wonder nobody can get anything done and everyone keeps getting set back. Your further use of automated responses makes everyone's lives harder. I'm so sorry your company is doing so bad no one you hire is competent enough to do their job to the point you don't even use real people anymore. Even if some people liked the automated responses, give an option to speak to a real representative for those who don't have time to play dumb *** games.
Your Name
Phil Sandoz
Mar 2, 2023
Your Comment
Unacceptable!!The IVR system is trash. Human representatives are more capable of understanding my issues than the system. Some issues aren’t even listed.
Your Name
Alex Hildreth
Oct 8, 2022
Your Comment
The IVR system is trash. It will pickup wind and ask if I wanted some long named department that’s irrelevant to what I called for in the first place. Human representatives are more capable of figuring my issues than the system. Some issues aren’t even listed.
Your Name
Kim Moore
Oct 5, 2022
Your Comment
I've been trying for 2 hours to get through they put me on hold which I'm on hold now for at least an hour and then disconnect me I need to talk to somebody please or get an apartment with the Laurens office as soon as possible this is kind of an emergency
Your Name
tdaniel
Oct 4, 2022
Your Comment
why is the service so horrible
Your Name
Randy
Sep 26, 2022
Your Comment
UNACCEPTABLE!!!!!!!! Cannot find a way to report suspected fraud!
Your Name
D’Jhona Vyctori Harris
Sep 23, 2022
Your Comment
I called the hotline expecting to speak with a person about my package. I’m set to graduate tomorrow and the mail carrier can’t remember what he did with my tickets. I am so stressed.
Your Name
Audrey Sirk
Sep 20, 2022
Your Comment
The automated system does not provide an option to speak with a carrier. There is no option for checking on status of new mailbox key for communal mail box at subdivision.
Your Name
Danielle Prince
Sep 20, 2022
Your Comment
Why can't I contact my local post office? This is absurd. And the automated line is beyond frustrating and stupid
Your Name
Christina
Sep 7, 2022
Your Comment
I have been trying for over an hour to reach a live person in order to find out which post office location has my package. The online and phone tree service is not working for me because apparently there is an error. I am being put through a constant loop and can not reach a live person to resolve my issue. They claim a delivery attempt was made, but I never received a notice. When I enter my address and info, the system says the address is incorrect. If I can not collect my item, I will be out about $75 and the item will be returned back to France. In this particular case, due to whatever address error is in the system, I am not able to complete handling this online or via the automated phone service. I am also not able to speak to a live person because there is no option for that. I'm not sure what else to do other than start going to each of the nearby post office locations and try to find out which one has my package.
Your Name
Wesley Quintana
Sep 1, 2022
Your Comment
I had an inquiry and there was no option relevant to my inquiry so I got stuck in a loop of being asked the same questions over and over again
Your Name
Anonymous
Aug 31, 2022
Your Comment
With any luck, USPS will go bankrupt and UPS will take over. Let's see: (1) No one answers the phone at any of my local branches, (2) You can't send a fax to their fax number, (3) the 800 numbers is pathetic and unusable and, or course, local branch clerks are wholly uninterested in providing customer service. The only reason they survive is the USPS monopoly. I say break it up and let it fail.
Your Name
Lori
Aug 30, 2022
Your Comment
CANNOT SPEAK TO A LIVE AGENT. THIS IS RIDICULOUS !!!!!’
Your Name
Julia
Aug 26, 2022
Your Comment
Literally must be part of the fifth level of hell...I have been calling for hours, trying every option, to try and get information about a priority express package I mailed on Saturday that was supposed to be delivered on Monday August 22nd, and is still reported as "in transit". I paid the super high fee and had it insured because it contained medical equipment for my mother. It even has a money back guarantee... which all of this is useless because you cant get to an actual human. Absolutely ridiculous. I don't think any human actually works in this dept...
Your Name
Eli
Aug 24, 2022
Your Comment
I’m handicapped and my mail been delivered at my backdoor. No legs to get too my backdoor,