Mailpiece Design Analyst (MDA) Customer Service Help Desk Process and Open Line Webinars for Mailers

The U.S Postal Service® has launched a new help desk platform to streamline Mailpiece Design Analyst (MDA) customer service. The MDA Customer Service Help Desk is a centralized process that connects customers directly with MDAs who have specialized mailpiece design expertise. The new MDA Customer Service Help Desk system will automatically route customer calls and emails to help:
• Minimize customer handling and wait time
• Improve the customer call-back process by expediting customer connectivity with the MDA assigned to their ticket through the telephone menu option
• Enhance and simplify the customer experience through new telephone menu options
• Internally monitor customer interactions and responses to measure quality

Get directly connected with an MDA by calling 1-855-593-6093 or send an email to MDA@usps.gov. The MDA Customer Service Help Desk is available to all customers, internal and external, Monday through Friday between 7 a.m. and 5 p.m. Central Time, excluding holidays.

Open Line webinars will be hosted to provide mailers with an opportunity to ask questions or provide feedback about the new MDA Customer Service Help Desk process. In addition, MDA Help Desk customers are invited to complete a customer survey on their MDA customer service experience. A survey link is included in of each ticket resolution email or you can Click Here to tell us about your latest MDA Customer Service Help Desk experience.

New Link! To join the MDA Customer Service Help Desk Open Line Call, click on the link below no more than 15 minutes before the start of the call.

Webinar Dates: Monday through Friday, August 18, 2014, through September 18, 2014
Time: 1 p.m. to 2 p.m. Eastern Time
Meeting Number: 740 139 426
Log On: https://uspsmeetings.webex.com/uspsmeetings/j.php?J=740139426
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Teleconference information
Provide your phone number when you join the meeting to receive a call back or
Call: 1-855-860-7461 (US)
Conference Code: 260 841 5474

Additional information about the MDA Customer Service Help Desk can be found at RIBBS.usps.gov under the MDA Customer SVC Help Desk tab.

Important Sites, Links, and Numbers to Note

Every once in a while it becomes necessary to stop, dig through emails and stacks of paper on your desk to find a phone number, email address or website to use to get help or research something. You may want to keep the following information easily within your reach:

  • For all the latest Intelligent Mail information and guides, visit the USPS RIBBS website at: www.ribbs.usps.gov. Click the “Intelligent Mail Services” tab on the left side of the page.
  • Find your local Business Mail Entry (BME) Manager:
    http://www.usps.com/ncsc/locators/find-bme.html
  • Find your local Mailpiece Design Analyst (MDA):
    http://pe.usps.com/mpdesign/mpdfr_mda_lookup.asp
  • Subscribe to the DMM Advisory: send an email, with “subscribe” in the subject line, to:
    dmmadvisory@usps.com
  • On-line Intelligent Mailbarcode encoder and decoder:
    http://ribbs.usps.gov/onecodesolution/Default.aspx.
  • Information on OneCode ACS®: ACS Department, 877-640-0724, acs@usps.gov
  • Information on OneCode Confirm® and theConfirm service in general: Confirm Customer Help Desk,800-238-3150, option 1 or visit:https://mailtracking.usps.com
  • PostalOne! Help Desk:1-800-522-9085
  • Questions about addressing and/or move update requirements: National Customer Support Center, 1-800-238-3150
  • Information on Mail.dat and Mail.XML, including how to get a User License Code: www.idealliance.org