Customer Service Management Archives

In eCommerce, on-time performance has more to do with consumer experience than traditional methodology allows - find out what to measure and when.

How to measure on-time performance, and why you are (probably) doing it ...

Convey helps UrbanStems cuts costs and reduces customer care calls

Case Studies

Case Study: UrbanStems Cuts Costs And Reduces Customer Care Calls During Massive Sales Growth

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Click-to-Delivery data is being used by some of the largest retailers in ecommerce today. Discover 3 ways to measure this metric using fulfillment and in-transit data.

Blog

Click-to-Delivery: Why Retailers Need Real-Time Order Visibility from ...

We interviewed Daniel Sokolovsky, CEO of AxleHire, and an emerging leader in the same-day and next-day space to learn how these trends are affecting retailers, what’s going well, and where we can collectively improve.

Blog

AMA With AxleHire: Same-Day/Next-Day Delivery in a Post-COVID World

As customers expectations grow above & beyond fast and free shipping, learn how delivery experience management can be your last mile competitive advantage.

Blog

Delivery Experience Management Is Retail’s Last Mile Advantage

We interviewed Ruth Zive, Head of Marketing at the market leader in Automated Customer Service (ACX), Ada Support. We wanted to understand how retailers can maintain customer satisfaction levels throughout and beyond coronavirus (COVID-19) crisis.

Blog

AMA With ADA Support: How Retailers Can Maintain Customer Satisfaction as Online Sales Soar

We surveyed 1,000 shoppers on their eCommerce shipping preferences during COVID-19. Download the eBook to learn their post-purchase preferences.

Research

COVID-19 eCommerce Playbook: Mitigate Customer Crises With Transparenc...

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Listen to experts from Convey, DHL eCommerce Solutions, FLEXE, and Shipware on how to ensure successful logistics coordination during peak season.

Video

Preparing Your Team For Last Mile Network Surges And Disruptions

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We interviewed Scot Goodwin, Senior Vice President of Sales at NSD. In this blog, get his advice on how to gain flexibility in order fulfillment and shipping and how carriers like NSD are helping retailers to meet customer delivery expectations.

Blog

AMA With NSD: How To Keep Order Fulfillment Flexible This Peak Season

Convey helped Boll & Branch unlock revenue in the post-purchase experience with a 3.31% conversion rate from tracking page to new order, and it improved CSAT scores during peak season.

Case Studies

Case Study: Boll & Branch Unlocks Revenue In The Post-Purchase Ex...

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Seth Goldman, CEO of UrbanStems, discusses how proactive communication helped his team set customer delivery expectations during COVID-19.

Video

How UrbanStems Makes Last Mile Delivery Promises It Can Keep

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