Dialing Up Customer Service at USPS

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.

 

Passports and the Postal Service 

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.

 

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