Case Study: Living Direct Improves Customer Experience and Returns Efficiency with Convey

Living Direct - Customer Case Study

Living Direct, an online retailer of home appliances and large household goods, needed to improve the post-purchase experience for shoppers while reducing the complexity of delivery tracking and returns. Because its products ship through multiple carriers and often require delivery appointments, customers faced inconsistent tracking updates, scheduling delays, and a cumbersome return process.

Convey addressed these challenges with its Delivery Platform, using Convey Engage for branded delivery tracking and Convey Initiate for returns management. The solution streamlined carrier selection, BOL generation, and pickup scheduling, while improving communication and customer visibility. As a result, Living Direct saw 34% average cost savings on freight returns, 32% of shoppers subscribing to SMS notifications, and 63% positive feedback on the delivery experience, along with time savings for internal teams.

Living Direct

Rick Lundbom

Chief Executive Officer