Customer Care Dashboards
Follow open shipments, delivery outcomes, returns and courier performance in one place, so your team can act before customers chase.
What the Customer Care Dashboard Shows
The Customer Care Dashboard follows your orders after they leave the warehouse: where open shipments are, how deliveries are ending, how many orders come back, and how each courier is performing. Open it from Dashboard > Customer Care in the sidebar.
Example: a customer service lead starts the day by checking Active Shipment Statuses. Twelve parcels are On Hold and Delivery Performance shows a rise in Failed deliveries. She switches the chart to Failed, sees the spike started on Monday, and uses Delivery Performance by Courier Service to find that one courier service is behind most of them.
Before You Start
The dashboard uses shipment tracking from your couriers, so it fills up once you book shipments through Helm.
Returns appear in Orders vs. Returns once you record them in Helm. See Returns, Refunds & Resends.
Active Shipment Statuses and Delivery Performance
The two panels at the top give you the current picture.
Active Shipment Statuses counts shipments in each tracking status. By default it shows Booked, In Transit, Out for Delivery and On Hold.
Delivery Performance counts shipments that ended as Failed, Late, Exception or Delivered.
Choosing Which Statuses to Show
Click the settings icon in the top-right corner of Active Shipment Statuses. The View Manager opens.
Under Add or Remove Columns, tick the statuses you want to follow.
Under Drag to Arrange Columns, drag them into the order you want, or click the cross to remove one.
Click Save. To copy a colleague's layout, click Use View, choose their name and click Apply.
Act on On Hold, Failed Attempt and Address Issue first. These parcels will not move until someone contacts the customer or the courier.
Charts for a Date Range
The Dashboard section below the panels follows the date range at the top right. Pick a preset or a custom range, and use Compare to set it against the Previous Period, Last Month or Last Year.
Tip: to look into a single shipment, open it from Shipments and check its tracking, or see what Helm sent the courier in Courier Logs.
Best Practices
Add the statuses your team acts on. Failed Attempt and Address Issue are worth adding to Active Shipment Statuses.
Compare courier services over a full month rather than a few days, so one bad day does not skew the picture.
Use Orders vs. Returns after product or packaging changes to see whether returns go down.
Share the courier figures with whoever manages carrier contracts. They give clear evidence of which services deliver on time.
FAQ
Why does a chart say "Nothing to show here"?
Why does a chart say "Nothing to show here"?
No shipments match that chart in the selected date range. Choose a wider range, or another option in Delivery Performance for.
Where do the shipment statuses come from?
Where do the shipment statuses come from?
From the tracking updates for shipments booked through Helm. A parcel moves between statuses as its tracking changes.
Can I show statuses that are not on the dashboard?
Can I show statuses that are not on the dashboard?
Yes. Open the View Manager from the settings icon on Active Shipment Statuses and tick the statuses you want.
What does Switch to Couriers do?
What does Switch to Couriers do?
It groups Delivery Performance by Courier Service by courier rather than by each individual service.
Can I see this for a single customer or order?
Can I see this for a single customer or order?
Not on the dashboard. Use the report links, or open the order or shipment directly, for one customer's deliveries.
Check the Customer Care Dashboard each morning to catch parcels that need attention, and use the charts each month to see which couriers and regions keep your customers happy.
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