Convey Engage is focused on in-transit visibility – from the time when the shipment is registered with the carrier until it is successfully delivered to the customer.
Convey Engage consists of two components that work in tandem to improve the customer delivery experience. The first is Delivery Communications, which serves as the hub for the customer to get information, give feedback and sign up for alerts and push notifications. The second is Command Center, which provides a real-time view of all shipments in transit. Working in concert, Delivery Communications and Command Center bring customer and carrier data together to provide the retailer with powerful insights and opportunities to improve the customer experience.
Within the last week, we've launched two major new features for Engage.
The first new feature is reason codes for delivery feedback. When a user gives negative feedback, Delivery Communications now prompts the user to choose a reason. Reasons range from "shipment delay" to "damaged" to "wrong item" etc. We have rolled this feature out to all customers and we are already seeing incredible insights into delivery issues that are not being identified by carriers.
The second feature is a new dashboard to measure customer engagement with Delivery Communications. This dashboard lets the retailer see user behavior and better understand the nature of user feedback. The dashboard uses the new reason code functionality to give retailers insight into what issues occur most frequently and with which carriers.
Coming up, we'll be launching Convey Engage Command Center, which puts all shipments in a unified view, categorizes and highlights distressed shipments and allows the retailer to take action with either the customer or the carrier. Command Center is a key piece of realizing the full value proposition of Engage, and we are very excited to get it in your hands ASAP.