How Courier Expert Improved Customer Responsiveness with Pocket Receptionist

Courier Expert, a Peterborough-based courier and logistics business, needed a call answering partner that could guide callers through their online process and filter unsuitable enquiries, without the rigidity they had experienced with previous providers.

Pocket Receptionist delivered a flexible, first-line service: callers are guided through the online process, unsuitable enquiries are filtered out politely, and only the calls that genuinely need the internal team get transferred.

The results: over 50% of calls handled were genuine new customer enquiries, and transfers to the internal team fell from 88 to 15 (2024 vs 2026), freeing the team to focus on complex work.

"Pocket Receptionist has become a genuine extension of our team... Calls are managed professionally, quotes are provided accurately to customers, and transfers are handled seamlessly." - Andrew Stephens, Director