Make it easier for Customer Service Reps (CSRs) to track lost, stolen, damaged or mis-packed orders.
Do you have customers calling in because they have not received their packages? Even when the carrier tracking number shows "delivered"? Are you unable to track these issues or, more importantly, fix their root causes? Post Hawk provides Shopify merchants with the tools to track and quantify delivery outcomes, identify problem areas to focus on, and engage in data-driven conversations both internally and with external delivery & fulfillment partners. Post Hawk’s toolset includes a simple clickable form that enables customer service teams to quickly tag the status of a delivery problem and view recent status updates and a reporting dashboard that aggregates the form data and filters it by geography, delivery type, and other industry benchmarks. Background: Post Hawk is focused on bringing Shopify merchants visibility into and insights around the ~50,000 packages per day that have delivery problems. These problems directly cost brands multiple times the original cost of goods to replace and indirectly cost them dearly in brand equity and customer loyalty. These costs, resulting from delivery problems and customer frustrations, are why Amazon is investing billions of dollars into new access points, new hardware and tech, and new delivery and distribution networks. For all other retailers who lack Amazon’s scale and operational data, the current options to track and deal with delivery problems are limited, highly manual, and inconsistent. Shopify merchants often resort to shared spreadsheets, free text fields, ad-hoc tags, or nothing at all and accept these issues as a cost of doing business. Post Hawk For Shopify & Shopify Plus: Simple, powerful tools seamlessly integrated with Shopify, Chrome, and other platforms your customer service teams use every day. With Post Hawk, your teams will create consistent, high quality, and actionable data, and they will spend more time supporting customers and addressing the root causes of your problems, as opposed to wasting time on the phone investigating issues and tracking down packages. Post Hawk helps your organization... * Quantify and track delivery problems over time * Identify the biggest problem areas and top priorities to address * Make data-driven decisions internally and with external partners Which ultimately will help your business... * Increase margins by eliminating the costs associated with replacing packages and addressing problems * Increase customer lifetime value by avoiding negative events that impact future purchasing decisions * Increase productivity by reducing your customer service teams' time spent investigating problems rather than delighting customers Get started in a just a few easy steps: Start with a 30-day free trial by adding the app and creating an account at www.post-hawk.com.
- (2019-07-10) Nissim Shani: So far working great! Useful tool for ecom brands looking for a better way to track delivery problems -- very easy to use
- (2019-07-08) Alex Tryon: I just started using this extension, along with the Shopify app, to help me track delivery problems and resolutions. It's great to use so far - only takes me a few seconds per order. I'm excited to start seeing my store's data so we can get these shipping problems solved!
- (2019-05-20) Daniel Shani: Super useful tool! Great for small and large customer service teams that want to more easily track and get better data about their shipping problems and lost packages. This is the tool for you if you want to take a data-driven approach to creating a great customer experience!