Things aren’t what they seem to be in the Postal industry. While whispers of a decline due to a variety of forces linger on news headlines, insiders and C-suite executives know all too well that the industry continues to see revenue growth across the globe.
In fact, most Posts are taking the opportunities offered by digital and running with them. Consumers want flexibility and ease, and innovative solutions are enabling Posts to achieve that in their customer service.
Give the People What They Want
Consumers are always looking for the next best thing – and they demand a lot for their brand loyalty. A study by Accenture found that they’re looking for three specific requirements from Postal Operators when it comes to mail and parcels:
- Flexibility for deliveries. Nearly two-thirds of respondents would highly value an option to reroute mail or parcels while in transit.
- Different methods of deliveries. Customers are open to trying new delivery formats, like receiving parcels from a ride-share service.
- Greater security for internet activity. Roughly three-quarters of respondents want Posts to take steps to protect their identity in online interactions.
It’s a definitive sign that users are increasingly comfortable with Posts moving beyond the traditional bounds of collecting mail, sorting it and getting it to the right person. Postal Operators are intertwined with consumers and small businesses, and their services should reflect that.
Finding the Middle-Ground Between New-Age and Traditional Posts
Who hasn’t deleted an email from a company before even opening it? Email can feel less important, which is why direct mail still stands up as an option for brands looking to reach their customer base. In fact, direct mail plays a critical role for enterprises in reaching consumers through marketing campaigns. Research from the Royal Mail Group found that:
- 75 percent of companies feel direct mail marketing offers a sizable return on investment.
- 68 percent of customers want organizations to reach them by mail.
Hybrid and digital mail offers each group the best of both worlds by allowing customers to select which format – physical or digital – they want to receive. From letters and invoices to marketing mail, consumers can have greater control over how they interact with Postal services and companies alike.
The hybrid and digital mail solution is an online portal that offers benefits to every stakeholder at the table:
- Consumers gain greater customization and digital management of Postal services.
- Businesses and government entities can improve their professional relationships with their respective target groups.
- Postal Operators can handle a larger volume of mail, provide more cost-efficient services for clients, generate actionable insights and offer better customer experience.
Along a similar vein, the PostPort solution has also ceded control back to customers and pushed the digital narrative for Posts. It offers a new and innovative channel for consumers and small businesses to interact with Posts, fulfilling the modern Postal experience that mimics the ease and simplicity of eCommerce.
The self-service portal is web-based, allowing users to login and complete a variety of functions anywhere, at any time:
- View financial transactions and expense histories.
- Access loyalty programs and spend points.
- Manage delivery and package collection times.
- Conduct administrative tasks that would normally require a visit to a physical location.
- Download and fill out forms before entering the Post Office.