New Feature Boosts Shopper Satisfaction While Reducing Cost for
Retailers and Carriers
AUSTIN, Texas–(BUSINESS WIRE)–lt;a href=”https://twitter.com/hashtag/CX?src=hash” target=”_blank”gt;#CXlt;/agt;–Convey,
the leading provider of delivery experience management software, today
announced the launch of appointment scheduling for white glove
deliveries. Two months after implementing the feature, early adopters
have seen a 7% increase in positive customer delivery feedback, and a
27% improvement in transit time for big and bulky deliveries such as
furniture and appliances.
For retailers, providing a consistently positive brand experience across
multiple carriers and delivery options is no small feat. While some
carriers have developed their own appointment scheduling platforms,
retailers have little visibility across providers to understand if a
customer is experiencing a problem.
Convey is the first software platform that links carriers and retailers
on a mass scale – translating raw data such as carrier routes and
availability into user-friendly delivery options that retailers can
share with customers.
For customers, booking appointments is no longer a hassle associated
with fielding phone calls and juggling schedules. Self-service
scheduling is offered through a branded tracking page, providing a
consistent user experience regardless of which carrier or delivery
option a retailer offers. Meanwhile, booking earlier in the process
helps customers plan deliveries at more convenient times, resulting in
fewer missed and rescheduled appointments.
For retailers, these capabilities improve customer satisfaction, speed
transit times and reduce fees for missed appointments, storage and items
returned to sender. Early results include:
- 54% of appointments scheduled online
- Appointments booked 73% (7 days) earlier
- Appointments booked 2.6x (4 days) faster
- Customers getting deliveries 27% (3 days) sooner
Convey’s solution is also a win-win for carriers who no longer have to
make multiple phone calls to schedule deliveries, enabling them to plan
routes earlier and more efficiently.
Today, it takes carriers an average of 2-4 calls to book a delivery
appointment, a costly process that negatively impacts on-time
performance and transit time. Each call costs carriers approximately $5,
adding up to $10-20 in lost margin per delivery.
Among the first carriers to implement Convey’s self-service delivery
appointment scheduling are Metropolitan Warehouse & Delivery and Estes
“Our retail customers are dealing with shoppers’ ever-increasing
expectations around the delivery experience,” said Shawn Khan, President
at Metropolitan Warehouse and Delivery. “Being an effective partner
requires us to help our customers meet their promises, however possible.
Convey’s innovative, cost-effective solutions help us do just that, by
solving some of the biggest consumer challenges associated with large
item, white glove delivery logistics.”
“As consumers get more comfortable ordering big and bulky items online,
retailers are feeling the impact white glove delivery can have on their
brand image, and their bottom line,” said Rob Taylor, CEO of Convey. “By
giving shoppers control over their experience, retailers and carriers
will realize efficiencies that improve customer loyalty while reducing
Convey’s delivery appointment scheduling is part of the company’s Engage
product designed to help retailers effectively manage delivery
expectations with transparency, proactivity and decisive action —
driving lifetime value and reducing cost to serve.
To learn more about Convey’s delivery appointment scheduling solution,
With delivery expectations skyrocketing, brands cannot leave the
critical last mile to chance. Convey’s Delivery Experience Management
platform combines real-time visibility, post-purchase experiences, and
advanced insights and analytics to create a solution uniquely capable of
perfecting last mile delivery. Supply chain and customer experience
leaders including Neiman Marcus, Jet.com and Eddie Bauer rely on
Convey’s software and expertise to take action to ensure shoppers get
their orders how and when they want, resulting in happier, loyal
customers and a lower cost to serve. Founded in 2013, Convey is backed
by Silverton Partners, Techstars Venture Group, RPM Ventures and based
in Austin, Texas. Learn more about Convey at: www.getconvey.com.
FOLIO Communications Group, LLC