Leading Direct-to-Consumer Brand Makes Significant Improvements in Their Delivery Experience; reduces WISMO inquiries by 10% and shortens problem solving in customer service by an average of 45 hours
AUSTIN, Texas, August 25, 2021 – (BUSINESS WIRE) – Convey, the leader in delivery experience management, announced today that Brooklinen, home of the Internet’s Favorite Sheets, has been named the winner of the 2021 Brand Experience Award at In 2021, the Last Mile and Fulfillment category was awarded. The prestigious industry award recognizes Brooklinen’s outstanding use of the Convey platform to successfully fulfill customer promises on the last mile, maintain their trust and increase future sales.
“We pride ourselves on keeping our ears to the ground and really listening to what our customers are looking for and what they want,” said Lindsay Keys, Senior Manager, Logistics at Brooklinen. “We are there for our customers and we want to make their lives more comfortable. With Convey, we gained important insights into engagement and post-purchase behavior, including what customers are looking for when it comes to excessive communication.” or not communicated enough and we were able to develop an effective last mile strategy. “
Brooklinen has partnered with Convey to provide insights into the last mile delivery experience it offers shoppers. This allows the brand to more effectively track the post order experience from pickup by the carrier at the warehouse to delivery, and to efficiently inform customers of potential delays. The company has achieved an average reduction in customer service team problem-solving time of 45 hours and a reduction in WISMO customer inquiries (Where’s My Order?) By 10%. Check out a full Brooklinen and Convey case study for more details.
“The retailX experts know the last mile is critical to the customer experience, and we congratulate Brooklinen on distinguishing themselves as the best of the best,” said Dan Bebout, Co-Founder and VP of Customer Success at Convey. “Our success depends on the success of our customers, and we will continue to work with Brooklinen and our phenomenal customer base to set a new standard for the retail delivery experience that exceeds buyer expectations.”
The story goes on
Convey’s Delivery Experience Management (DEM) platform combines real-time visibility, post-purchase experience, and advanced analytics to create a single view of the last mile and optimize each individual delivery based on cost, speed, and overall experience. Today, Convey actively tracks shipments across 6 continents and 140 countries with more than 1,500 carriers integrated into its platform. On average, Convey’s customers integrate with at least 7 carriers and achieve an immediate ROI through more efficient shipping, reduced customer service times and improved customer satisfaction and loyalty.
About the RetailX Brand Experience Awards
The Brand Experience Awards, presented by retailX and Retail TouchPoints, were created to highlight companies that are redefining the rules for interaction, engagement and loyalty. In the new era of retail, we know experience is everything. BEA winners are retail and direct-to-consumer (DTC) brands that win customer attention and affection at all stages of the shopping journey.
With the explosive growth of online shopping and Amazon dominance, brands can’t leave delivery to chance. Convey is a leader in Delivery Experience Management (DEM), delivering exceptional customer experiences for some of the world’s best-known retail and logistics brands, including The Home Depot, Walmart, Build.com, CH Robinson and Ingram Micro. The company’s DEM platform combines the estimated delivery date in the cart, real-time visibility during transportation, post-purchase communication, and AI-driven insights to create a solution that can perfect last mile delivery. Founded in 2013, Convey is supported by Silverton Partners, Techstars Venture Group, RPM Ventures and is based in Austin, Texas. Learn more about Convey at: www.getconvey.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20210825005081/de/
Amy Briskin for Convey