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New integration between Tracey and Zendesk

Proactively notify recipients from Zendesk about issues during package delivery.

Customer service automation with Tracey and Zendesk for webshops

After an extensive test and pilot phase with various customers, we have delivered a standardized link with Zendesk that allows our customers to organize and further automate their customer service processes more efficiently. With this we meet the demand from web shops and distributors to communicate proactively to recipients about possible issues that may occur during the shipment of packages. The first results after a month of reviewing working with this link show the following:

  • 27% fewer inbound calls;
  • On average 11 hours earlier response to exceptions;
  • 15% higher NPS score;
  • 37% time reduction in the customer service department in looking up information about issues with shipments;

How do the customer service triggers work towards Zendesk?

The customer service triggers can be set separately on variables such as country, exception and carrier, on the basis of which they are created as a ticket in Zendesk within a maximum of 30 minutes after an exception has been found. As a result, you as a sender and with your customer service are in the lead when it comes to informing recipients. By setting up automated communication in Zendesk based on these tickets, you can automate the entire initial handling and communication of the issue. Tracey ensures that all your shipments for the various carriers are continuously monitored and that you can flexibly organize your customer service processes with standardized reports about issues.

Why use Tracey for customer service automation at webshops?

Tracey specializes in optimizing the shipping experience once the package leaves the warehouse, most shippers lack control over this last part of the customer journey. Because we keep track of what happens to the shipments for more than 45 carriers around the world, you are immediately in control if things go wrong. In addition, we use our predictions to keep track of whether there are possible issues even before the carrier announces this.

Sander Hak


Product manager and co-founder, within Tracey responsible for managing the development team and the release agenda of new features.