Customer Service Management
Get the latest news delivered to your inbox each month!
Benchmark Survey Report: Are You Winning The Last Mile Of Retail?
This inaugural Retail TouchPoints Last Mile Benchmark Report provides a snapshot of the challenges retailers face in managing the last mile, and the innovative solutions they are using to keep pace with rising consumer expectations.
Read moreAsk Me Anything with Jenny Bebout: A Founder’s Story
Jenny Bebout, one of Convey's three Founders and Product/UX Lead, just helped to launch Convey's upgraded exception management tool and carrier collaboration features. These new features provide retailers and shippers alike with a comprehensive analysis of transit issues, and they allow shippers to prioritize their own exception resolution workflows. We sat down with Jenny to talk more about her experience as a Co-founder, her thoughts on carrier-shipper relationships, and her contributions to Convey's upgraded exception management tool.
Read moreAsk Me Anything with Dane Francis: Exception Management 101
We sat down with Dane Francis to learn more about his role as a Client Partner and Convey's new Exception Management tool, and he delivered exception management advice for supply chain leaders.
Read moreUncommonGoods Takes Proactive Steps To Meet Delivery Date Promises
Late deliveries are the classic lose-lose for both retailers and their customers. They are particularly painful during the holiday season, when the calendar creates a drop-dead deadline and shipping volumes balloon. UncommonGoods took steps to deal with this challenge well ahead of the holiday season. For Father’s Day 2017, the retailer used a delivery intelligence platform from Convey to proactively identify shipments that were going to miss their promised delivery dates — days ahead of the actual deadline. UncommonGoods used this information to expedite new shipments guaranteed to arrive at their destinations on time. Meanwhile, existing in-transit shipments were intercepted by the carrier and returned to the warehouse. Read more...
Read moreProactive Support Delivers Results for UncommonGoods
In episode 90 of Total Retail Talks, MC Halfpenny, director of operations at UncommonGoods, an online retailer of unique gifts and creative home decor, talks about how proactive customer support is helping the company to improve the order delivery process. Halfpenny shares details about the support process at Uncommon Goods, the business benefits it has helped deliver, and offers advice for other retailers looking to improve the product delivery experience for its customers.
Read moreRedefining Final Mile Delivery in the Age of the Customer
In a study co-authored by EFT and Convey, we asked 200 retail supply chain executives what they had to say about the evolving role of the customer experience in their operations. We found that retailers understand the importance of customer experience, but that current technologies are not addressing CX needs. The desire to improve the CX is often at odds with traditional operational metrics.
We address our findings in our research study, and we’re excited to announce its release. Click through to read!
Read moreConvey Product One Pager
Shopper expectations are on the rise and delivery experiences can make or break a brand. Unfortunately, delivery disasters are rampant with half of all customers experiencing an issue each year. Unacceptable delivery options are one of the top two causes of abandoned carts, and 70% of shoppers are unlikely to return to a retailer after a negative delivery experience.
Learn how Convey can help ensure customers keep returning.
Read moreRetailers call for better customer service in last-mile delivery
A survey of 200 retail supply chain professionals was commissioned by logistics software firm Convey and conducted by supply chain and logistics business intelligence event management company eyefortransport Ltd. (EFT). 56% said that CX measurement is key to their operational decisions.
Retailers are calling for better customer experience of last-mile parcel delivery, but their current technologies are not addressing that need.
Read morePodcasts: Redefining Home Delivery in the Age of the Customer
In these exclusive podcasts, retailers discuss: The role and importance of CX in home delivery and how that impacts supply chain performance, to what extent technology can enhance visibility, and how to strike a balance between improving experience and maintaining costs.
Fill out the form to gain immediate access to the podcasts.
Read more4 Delivery Tips for Satisfying Increasingly Impatient Online Shoppers
We now live in a mobile, one-click world where shoppers expect great service, fast delivery, responsiveness, and transparency. Instant gratification may be the new expectation, but most retailers are struggling to keep up. The reality is the challenge to sustainably satisfy these demands is only getting more difficult.
There are tens of millions of packages in transit today across parcel, LTL and white glove. Based on Convey’s analysis, approximately 10 percent of those packages are in some form of distress in the form of package delays, damages, address issues or missed delivery attempts.
Read more