Case Studies
ePost Global - Customer Service Automation
The brief:
ePost Global's customer service team was stretched thin responding to customer emails. Analysis of 14,145 emails (April-June 2025) revealed vast majority concerned shipping issues—mostly routine tracking updates and missing packages. Volume led to slower response times, rising backlogs, threatening customer loyalty and repeat business.
The problem statement:
155 emails per day on average
55% neutral, 42% urgent (requiring quick responses)
83% shipping-related (tracking updates, missing packages)
Manual responses consumed nearly all team bandwidth
CSRs spent days triaging repetitive requests, little time for complex issues requiring human judgment
Difficult to scale as volumes increased
The solution:
Tenjumps designed and deployed AI chatbot trained on most common inquiry types. Within two months, chatbot became first line of response:
Instantly handled high-frequency questions (tracking, package status, routine information)
Prompted customers to provide missing details upfront (improving first-contact resolution)
Built on Tenjumps' data analysis of existing emails
Required minimal client involvement during design, development, implementation
Future phases: deeper integrations and multilingual support
The outcomes:
Instantly resolved more than 60% of daily tickets (tracking and status requests)
Freed CSRs to focus on higher-value, complex cases
Provided 24/7 responsiveness for global customer base in 200+ countries and territories
Established scalable model boosting efficiency while setting stage for higher customer satisfaction, stronger loyalty, and more repeat business