Logistics software firm Convey has launched an online platform that lets e-commerce retailers manage in-transit shipments and address shipping snarls before they affect consumers, the company said today.
The Engage product is a logistics command center for managing the end-to-end customer delivery experience, Austin, Texas-based Convey said. Retailers can use the software tool to chart shipping problems, damages in transit, and delays, then either correct those issues or contact consumers to notify them of delivery changes before buyers are surprised by a bad shopping experience.
Convey's own recent consumer research shows that 66 percent of e-commerce shoppers say the delivery experience is a decisive factor when shopping online, and 75 percent want proactive communication about their shipments, the company said.
The Engage platform includes: configurable business rules so shippers can prioritize, escalate, or trigger action as issues occur; task and queue management that allows users to assign distressed shipments to teams for resolution; real-time collaboration between internal team members, carriers, and shoppers; and proactive customer communication to keep shoppers up to date.