Convey Blog

The latest news, strategies, and tactics from the world of home delivery.

Radicalizing customer support in a world full of service nightmares

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How one retailer is revolutionizing customer service by committing to one not-so-crazy strategy – keeping promises.

It seems inevitable. Every few weeks the headlines are dominated by the latest in an ongoing saga of customer service nightmares. When the news isn’t covering any particular viral incident, chances are someone in your social network is posting about a terrible experience they had with one company or another. Every industry has it’s own set of “frequent offenders,” among them airlines have overbooked flights, restaurants suffer cleanliness issues, and hotels have issues maintaining their facilities.

In the retail world, half of all ecommerce customers will experience at least one issue a year. Delays, damages and goods simply not arriving at all top the list of customer complaints. These issues are never more prevalent (and more frustrating) than around the holidays. This is not one of those stories.

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The Delivery Appointment: Tactics that Make or Break the Home Delivery Experience

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The vast majority of big and bulky item home deliveries require a delivery appointment, whether that’s a curbside, threshold or white glove service selected by the customer. This part of the delivery experience is also one of the most prone to failure, with carriers struggling to connect with customers, and shipments consigned at destination terminals, racking up costs and inefficiencies. IVR systems can help, but customers often ignore calls from toll free numbers, and the information being communicating can be vague and confusing. Customers expect a better experience and retailers must deliver it.

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Retail Survey: Customer Experience Now A Top Priority in Supply Chain Operations

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67 percent of retailers say gaining greater control of CX is crucial or very important to delivery

ORLANDO, Fla. – Feb. 14, 2017 – Convey, the leading customer-centric delivery platform, and eft Supply Chain & Logistics Business Intelligence today announced the results of a joint study examining the importance of customer experience (CX) in final-mile delivery, and the impact of CX on supply chain performance and decision-making. The report, which surveyed 200 retail supply chain professionals, coincides with RILA’s Retail Supply Chain Conference 2017, where Convey is exhibiting.

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Convey Debuts Self-Service Customer Portal for Scheduling Large-Item Returns, Predicts Trends That Will Shape Supply Chain in 2017

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Living Direct Among Convey Customers Realizing Significant ROI

Austin, TEXAS – Jan. 31, 2017 –Convey, the leading customer-centric delivery platform, today announced a new self-service customer portal that makes it easier for shoppers to request and schedule pick-up of large-item returns online. The new features are part of Convey’s Initiate hosted shipment execution tool that helps retailers dynamically optimize carrier selection and process return requests more efficiently.

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5 Steps to Take Control of the Delivery Experience in 2017

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The 2016 holiday season demonstrated how a steep increase in eCommerce orders can lead to retailers and carriers scrambling to fulfill orders to delight shoppers. Over the course of the season, 11% of shoppers experienced an issue. The week before Christmas, that number nearly doubled as 1 in 5 shoppers received their package late.

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2016: A Great Year for Delivery

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2016 has been a tremendous year for Convey, since our official debut of our new brand in May, we have continued to disrupt the delivery space and make a difference in the post-purchase experiences our clients are able to offer. We wanted to share some of our recent milestones as we prepare for another great year in 2017.

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Holiday Delivery Trends: How To Guard Against Disappointment

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As we enter the home stretch of the holiday season, Convey has been keeping an eye on delivery trends over the last four weeks, since the season’s official kickoff on Thanksgiving. Recent news indicates a disappointment in the customer delivery experience as eCommerce orders rose above traditional levels, yet carriers and retailers struggled to keep up.

Not all is lost however, here are some steps retailers and shoppers can take to curb expectations and prevent disappointment in the final days of holiday shopping.

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Shoppers Give Feedback on Thanksgiving Shopping Weekend Deliveries

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Heading into the holiday weekend spirits were high, and for good reason, according to the National Retail Federation (NRF) 154 million people made purchases over the extended holiday weekend, up from 151 million a year ago. The standout statistic was the record-breaking online sales as shoppers scoped out deals online. The survey found that 43.8% of consumers shopped online during the four-day span while store traffic dropped 3.7% from last year. Increasing online sales mean increased pressure for logistics teams to perform.

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