GCSS (Global Customer Service System)
International e-commerce has experienced rapid growth in recent years, with Posts playing an integral role in the customer experience on behalf of the e-Seller. Track and trace queries are a moment of truth in the e-commerce experience and can affect the likelihood of repeat purchase for the e-Seller. When Posts do this well they satisfy customers and resolve the majority of customer service enquiries speedily and at low-cost. The move from call centre to online self-service is also growing, which is why PRIME has developed GCSS to enable Posts to offer a sophisticated online track and trace capability for international tracked packets.
GCSS is PRIME’s web-based Customer Service System for monitoring cross-border tracked packets (Registered, Post Exprès, Insured and IMRS)
It is a streamlined channel of communication between the various PRIME Members’ customer service centres to ensure a fast reply to enquiries about the status of international tracked packets
- It is a module, similar to Rugby for EMS and Cricket (IBIS) for Parcels, and fully integrates into the IPC CSS to give Posts a more complete picture of their customer’s journey.
- Tracked data is captured at both item and despatch/consignment level and all PRIME members share the same quality standards and targets.
- Additionally, this data may be uploaded to a Post’s own website, in their own language, creating a compelling end-user track & trace experience.
GCSS is readily available online to all PRIME members. Currently, there are 135 approved PRIME members, of which 100+ are actively using GCSS for exchanging tracked packets data (Registered, Post Exprès, Insured and IMRS).
To find out how your Customer Service department can avail of PRIME’s GCSS, please contact a member of the PRIME Team.
