Looking for context?
If you’d like to read the previous two posts about VIAddress to gain a fuller context, you can read my first post about VIAddress being under Postal Quarantine and follow-up post about their ignoring of customers, and then return here.
It’s been a long while since publishing the last posts I made about the discount package forwarding service VIAddress. At the time I became involved after getting caught in a massive backlog and found myself joined there with many other customers, and looking for answers which were scarce and hard to separate from the hype and fiction of other forwarding services that seemed equally interested in pitching their own product (I filtered dozens of obviously fake comments from the original two posts).
Eventually though, the backlog was handled, the comments and emails from concerned customers stopped coming — and VIAddress refunded my shipping fees from the test I ran way back when this whole thing started. They also asked me to take down my earlier posts, but, I made a counter-offer: Lots of folks still come to this site searching for VIAddress and I thought the fairest thing I could do for those curious about the company would be to give VIAddress a chance to tell their story and conduct an email interview. They agreed and below is the full interview with David Wallace, Vice-President of VIAddress.
#1: So I guess some background is in order; could you take a moment to introduce yourself, VIAddress and what VIAddress does?
As you may already know, my name is David Wallace and I joined the VIAddress company as Vice President back in March 2011 to help improve the business operations and customer relationships.
VIAddress is a package forwarding company that was established to help people from countries outside the United States to shop at any American store they want. VIAddress makes shopping from the US retailers possible for people in over 230 Countries and Territories by forwarding packages to them at the lowest shipping rates in the market.
VIAddress prides itself by offering the lowest shipping fees to forward packages from the United States, and by being the only package forwarding company that offers a free US address to its customers with no setup fees, no monthly fees, no concierge fees and no storage fees.
#2: About a year ago, VIAddress seemed to go totally off-grid; later you had said there was a massive backlog after a warehouse closure. What started off that chain of effects and how did it get that bad?
Back in 2010, VIAddress was planning to move to a larger warehouse after the Christmas holidays to accommodate the increasing number of shoppers, however the volume of arriving boxes exceeded everyone’s expectations following the thanksgiving holiday seasons and we had no choice but to make an immediate move in the middle of the holiday shopping season, which was not an easy task.
The move was complicated because it involved moving the delivery addresses of tens of thousands of customers from the old warehouse to our current warehouse, and it had to be done during the holiday rush, because the old warehouse had no space to spare for incoming boxes.
We did our best to keep our customers informed about their new address with VIAddress, and we made the new address available on everyone’s account area on Viaddress.com, however, some customers were still shipping their purchases to their address at our old warehouse because they had it saved on the retailers websites, long after we provided them with the new address, which caused a few delays in rerouting and forwarding their orders.
#3: Why did it take so long to finally come forward with what had happened?
I apologize on behalf of the whole VIAddress team if some people feel that they were not informed about the reason of the delays during the 2010 holidays shopping season. I also would like to add that previous VIAddress staff did their best to mention the necessary move to the new warehouse a few times in our newsletters that were sent out to all our registered customers by giving notices, reminders and a deadline, we also mentioned that it may cause a few delays in processing orders for our existing customers.
To ensure the satisfaction of our customers, we frequently upgraded the shipping method for free, for orders that were affected by the holiday rush delays, and we even issued full refunds for the shipping fees on multiple occasions, even though the shipping fees are our only source of income; we basically forwarded their packages for free.
Fortunately, the new customers who registered after we moved to our new warehouse were not affected by those delays, because the new location was fully staffed and fully operational before we moved to it.
#4: Do you feel confident that what happened last year won’t/can’t happen again?
Absolutely, we have learned our lesson from the past holiday shopping season and we’re confident that we are fully prepared to handle the spike in order volume during this upcoming 2011 holiday shopping season.
We have made a few upgrades to our workflow and installed state of the art technologies at our warehouse to handle packages more efficiently.
We also made significant upgrades to our I.T. department and to our online administration systems so we can process orders in a timely manner. We have even ran a few simulations and passed them successfully.
#5: What kind of resources exist now for customers to get in touch with you that didn’t exist a year ago?
Current customers may have noticed that we replaced our communication system trough traditional email by the award winning Help Desk system from Zendesk, which proved to be quite efficient and made a huge positive difference in our customer service.
Our response time to customer tickets has improved considerably since last year. Over 98% of our customer inquiries through our help desk are answered within 4 to 24 hours.
You can see from the attached (below) Customers Tickets Evolution Report how our customer service department was able to bring down the number of unsolved tickets dramatically over the past few months which is impressive given the fact that the volume of arriving boxes never ceased to grow since the beginning of 2011.
We have added more Frequently Asked Questions to our site and we encourage people to check them before sending us a question because they can find the answer to their questions there most of the time.
#6: Anything else you’d like to add (additional questions you’d like to answer?)
We have hired more team members in our Shipping department and Customer Service department to accommodate the growth of our company.
We have lowered our already discounted shipping rates and we consistently make sure that our shipping rates are lower than any competitor out there.
Shoppers from outside the United States can feel confident that by using VIAddress to forward packages from US retailers, they are getting the lowest shipping fees and highest quality of customer service.
VIAddress is sincerely committed to building strong and lasting relationships with our customers and to developing and improving on all aspects of our services.
That’s all for my questions, but what about yours? Let me know in the comments if you have any more questions for VIAddress. Once I collect another series of questions, I’ll send them over to David and post his responses accordingly.