Convey Helps Retailers Scale Proactive Resolution of Shipping Exceptions
“Our goal is to continuously improve how logistics and customer service teams prioritize and escalate shipping issues so they can take proactive control of the delivery experience. This helps retailers transform problems into positive touchpoints, which creates a lasting effect on customer lifetime value.”
Unlike standard exception notifications that require shoppers to visit a tracking page for more details, Convey’s notifications are custom-tailored to specific delivery situations, and include any relevant actions that need to be taken by the customer. Convey alerts may be enabled or disabled by the retailer as desired, giving more control over what communication will be automated versus proactively managed by the customer service team.
Convey’s new shopper alert paks include:
- Standard Pak: in-transit, out for delivery, delivered, exception.
- Exception Pak: attempted delivery, available for pickup, cannot schedule appointment, customer change request, held at terminal, incorrect address, and more.
- Delay Pak (coming soon): missed promised date, estimated delivery date change, reassurance update (long transits).
- White Glove Pak (coming soon): schedule appointment, appointment is set, reminder of appointment, reassurance update.
- Returns Pak (coming soon): schedule pickup, on its way, delivered.
- Custom Pak (coming soon): based on create-your-own rules.
Additionally, because Convey’s delivery platform reconciles over 8,000 unique carrier events into 19 actionable exception types, retailers have the opportunity to intervene prior to shoppers becoming aware of the issue.
When an issue requires further investigation or action, Convey’s “Contact Carrier” function allows retailers to work with carriers directly via Convey’s delivery control tower. Conversations that occur through the contact carrier feature are tracked back to the master shipment record, providing a unified view of all relevant shipment activity. Before Convey, these activities were often manual and difficult to track and manage, if they took place at all.
“Around the holidays, retailers need to be prepared for the inevitable influx of ‘where is my order’ calls, and to mitigate customer complaints around delays, missing packages and damages,” said Matt Howitt, vice president of product at Convey. “Our goal is to continuously improve how logistics and customer service teams prioritize and escalate shipping issues so they can take proactive control of the delivery experience. This helps retailers transform problems into positive touchpoints, which creates a lasting effect on customer lifetime value.”
Convey enables businesses worldwide to take control of shipping and delivery. Our cloud-based platform connects disparate data and processes, giving shippers the insight to make smart decisions, and the tools to take action. From parcel to freight, and first to final mile, Convey helps the world’s largest brands create better delivery outcomes while reducing costs, improving visibility and transforming transportation into their next competitive advantage. Founded in 2013, Convey is based in Austin, Texas. Learn more at: www.getconvey.com.