Case Study: UncommonGoods improves delivery visibility and proactive customer support with Convey

Uncommongoods Improves The Delivery Experience Through Proactive Customer Support With Convey

UncommonGoods, the Brooklyn-based Certified B Corporation known for its gift-focused assortment and sustainability mission, turned to Convey ahead of the 2016 holiday season to improve the delivery experience for its customers. With two-thirds of revenue concentrated in Q4 and no physical stores, the company needed a way to provide better shipment visibility and proactive support around package delivery.

Using Convey’s Engage product, UncommonGoods created a branded, mobile-optimized tracking experience with carrier data translated into a single customer-facing view, plus SMS updates, exception alerts, feedback collection, and FAQ access. Convey helped the retailer proactively address delays and shipping issues before they affected important occasions, while driving measurable engagement: 12% of shoppers subscribed to SMS notifications, 54% left feedback before delivery, and the tracking page generated a 6% click-through rate to the UncommonGoods website.

UncommonGoods

MC Halfpenny

Director of Operations