Customer service automation
Customer service automation
The situation: ePost Global's customer service team was overwhelmed by the volume of customer emails. An examination of 14,145 emails from April to June 2025 showed that most were related to shipping concerns, primarily tracking updates and missing packages. This influx led to delayed responses and growing backlogs, jeopardizing customer loyalty and repeat sales. The main issues included an average of 155 emails per day, with 55% being neutral and 42% urgent (needing quick replies), and 83% of inquiries related to shipping (tracking updates and missing packages). Manual responses consumed almost all the team's resources, as customer service representatives spent days addressing repetitive inquiries, leaving little time for more complex issues that required human insight. The increasing volume made it hard to manage effectively.
The solution: Tenjumps created and implemented an AI chatbot programmed to address the most frequent types of inquiries. Within two months, the chatbot became the first point of contact, efficiently handling high-volume questions (such as tracking and package status) and prompting customers to provide necessary details upfront, which improved first-contact resolution rates. This was based on Tenjumps' analysis of existing email data and required minimal input from the client during the design, development, and implementation phases. Future enhancements include deeper integrations and support for multiple languages.
The results: The chatbot resolved over 60% of daily inquiries (related to tracking and status) immediately, allowing customer service representatives to concentrate on more complex and valuable cases. It also provided 24/7 support for a global clientele across over 200 countries and territories. This established a scalable framework that improved efficiency and set the stage for enhanced customer satisfaction, increased loyalty, and greater repeat business.