Gethumancall - English

PickMe: Responsive, Managed, and High-Performing Delivery Support

Client Overview

Client: PickMe
Sector: Last-mile delivery and logistics
Mission: Build a reliable customer support structure to handle high request volumes while delivering a seamless experience.
Target: Individual consumers and e-commerce merchants.

PickMe is a fast delivery solution designed for individuals and online retailers. With over 5,000 tickets processed every month, the company needed to structure its support operations to handle that volume without sacrificing service quality or adding unnecessary internal overhead.

The Challenges

PickMe faced a high volume of incoming requests — a direct consequence of its core business: delivery complaints, parcel tracking, and shipping disputes. The challenge was twofold: recruiting the right agent profiles and getting them up to speed quickly, while maintaining daily oversight of interaction quality.

The GetHumanCall Solution

GetHumanCall partnered with PickMe to build a structured support operation, with a smooth onboarding process and rigorous day-to-day agent monitoring.

Operational Setup

Agent Selection & Training: PickMe retains full control over profile selection, with agents trained according to its own standards and internal processes.
Smooth Onboarding: Agents are integrated quickly and ready to operate from day one, thanks to a proven methodology.
Daily Audits: Regular review of interactions to identify areas for improvement and maintain consistent response quality.
Delivery Ticket Management: Handling of common requests (parcel tracking, complaints, delays) at the first level of support.

Key Results

5,000 tickets/month absorbed with no drop in service quality.
Controlled onboarding: agents are operational quickly, with PickMe retaining full control over the profiles selected.
Stronger oversight: daily audits have enabled continuous, measurable performance improvements.
Rising satisfaction: positive results visible within the first weeks of the partnership.

Future Objectives

Reach a CSAT score of 93%.
Scale support capacity to keep pace with growing delivery volumes.
Build greater team autonomy for handling complex cases (disputes, refunds).

Client Testimonial

"The agent onboarding process with GetHumanCall is seamlessly smooth. We have the ability to choose and train our own agents, which is what matters most to us. We conduct daily agent monitoring through regular audits, and it has delivered real, positive results." — The PickMe Team