Parcelhero also strengthens its ticketed support system, allowing customers to view their entire interaction history in one place, from automated guidance to follow-up messages from support agents.
Parcelhero, a courier services company, has announced new AI-powered features to improve customer support, providing faster, round-the-clock assistance. The platform introduces enhancements designed to support users across different stages of their shipment, from booking to resolving delivery-related issues.
A new AI-powered chatbot serves as the first point of contact for customer enquiries, providing instant responses to common queries and resolving most issues within seconds. For questions that need a personal touch, users can move from the chatbot to a live agent within the same chat window.
Parcelhero also strengthens its ticketed support system, allowing customers to view their entire interaction history in one place, from automated guidance to follow-up messages from support agents.
Both guest users and regular customers can access support without repeating information, and logged-in users can contact support directly from their dashboard, with tracking details automatically linked to their query.
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The introduction of a “Get Support” button makes assistance available from any page, whether users are booking a delivery or checking packaging advice. The platform’s broader update includes AI-powered tracking, an improved booking interface, and additional smart features designed to give users more control over their shipments.
“We were founded on the principle that we would offer a ‘hero’ service to customers of all levels, from the individual who only mails a parcel once a year, to large enterprise businesses,” said Roger Sumner-Rivers, Founder and CEO, Parcelhero.
Sumner added, “Our new web platform, launched earlier this month, features new AI-powered tracking, the industry’s fastest booking interface, and a host of new smart features designed to put senders in the driving seat. It’s this technology that has enabled us to introduce a range of new features designed to support customers at every stage of their shipment, from packaging advice to resolving potential customs delays”
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