Your Customer Care Team can solve exceptions right within the Convey platform, often times even before the customer even knows about them. By providing your team with the insight, as well as predictive exceptions you can solve potential errors before they occur, allowing you to be more proactive with your customer interaction.
Now that you can see distressed shipments in transit with Exception Management, you have the ability to be proactive around delivery issues with your customers. Your team can solve exceptions right within the Convey platform, and often times, before customers even know about them.
These are the basic steps to solving an exception:
- Find a shipment to proactively solve.
- Take action.
- Change the Resolution to solved.
Find a shipment to proactively solve
- Click “Exception Management” and select an Exception View in the sidebar with shipments that you'd like to review.
- Click the tracking number hyperlink for the shipment you'd like to solve.
- After reviewing the details of the shipment (previous customer interactions, internal notes, the carrier status, milestone events, etc.), there are variety of Convey Actions that can be taken to communicate or you may ultimately be able to solve the exception.
Send Alert (Customer Communication)
If you need to gather more information from your customer or let them know about a unique issue, this is a convenient way to contact them. The “Send Alert” button is located in the left column on the shipment detail page. A window will appear which gives you the ability to send a custom message to the customer using Tracking Page, email or SMS. Don’t worry, all the communication is branded, so the customer will know who you are.
- Tracking Page: This alert will appear at the top of the customer’s Tracking Page. Do not include personal information here, since Tracking Page can be publicly accessible. The single latest message posted will always appear on the page.
- Email: Email messages use a branded template and customer replies are sent to the email address that was specified by your team.
- SMS: The SMS will begin with your brand name and end with a tracking URL. This option only appears if the customer is subscribed to receive SMS messages. Customer replies are not monitored, so if a reply is requested then a preferred contact method should be sent in the message.
Contact Carrier (Carrier Communication)
Many times, you need the carrier’s help in order to solve an exception. The carrier may be requesting additional address information to keep the shipment moving or maybe your customer is requesting a general status update. The “Contact Carrier” button is located in the center column on the shipment detail page. Complete the simple form and an email will be sent with the details of the shipment automatically included. The user who submits the form, along with any Cc emails, are sent an email reply when one has been received.
Add Note (Internal Communication)
Sometimes you’re unable to solve the exception immediately, so it’s nice to leave notes for your team on the work you’ve done so far. Internal notes are visible to all users in your account. The latest note is also visible on Exception Management Views, which can be a helpful reference when proactively reviewing a list of shipments.
If action has been taken and/or you no longer want to see the shipment with your other Unsolved exceptions, then you can change the Resolution Toggle.
There are two resolution states:
- Unsolved: The shipment needs attention.
- Solved: The shipment no longer requires attention. You can click the Resolution Toggle to display a “Solved” state. The user’s name who solved the exception and the time it was solved is conveniently displayed as a reference.
Once Resolution has been changed to “Solved” for a shipment, it can appear “Unsolved” again the future if it encounters another exception during its delivery journey.
There may be up to three Resolution toggles on one shipment in Convey. You will always have the opportunity to solve the current exception if one exists, but you will also be able to solve Damaged and Return to Sender Exception Types that have happened in the past.
- Current Exception: The latest status of this shipment has an Exception Type.
- Previous Damaged Exception: The shipment had a Damaged Exception Type in its history and we want to make sure your team can act as the shipment may continue to move in transit.
- Previous Return to Sender Exception: This is the same as the “Previous Damaged Exception” only this shipment had a Return to Sender Exception Type.