Market Overview

Convey Helps Retailers Scale Proactive Resolution of Shipping Exceptions, Improves Visibility Heading into Peak Holiday Season


Simplified Carrier Collaboration and Customizable Shipping Alerts Now

the active delivery management platform, today announced new
communication features designed to improve collaboration between
carriers, shoppers and retailers ahead of the holiday season. New
shopper alert paks help retailers reduce inbound calls by providing
customers timely shipment details via their preferred channel, including
what actions should be taken to ensure successful delivery. Convey's new
capabilities also include the ability to send customized alerts to
shoppers and to collaborate with carriers to resolve issues from the
shipment details record. Combined, these features empower retailers to
scale the proactive resolution of shipping issues across their entire
customer base.

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 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,
  • 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

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."

To learn more about Convey's alerts center functionality, visit: the
Convey website
or download the Prepping
for Peak Delivery Action Guide
for best practices for how to respond
to common issues.

About Convey

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:

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