In retail news, home goods eTailer Wayfair announced Friday (Sept. 29) it had launched a new tracking feature to help keep its delivery team accountable for deadlines. According to reports from Chain Store Age, the company’s new Day of Delivery Tracking offering is part of an increased focus on improved customer service.
“Day of Delivery Tracking is one of the many ways we are transforming the experience of shopping for home, not only through our unmatched selection, technological innovation and exceptional service, but additionally through our sophisticated proprietary logistics network, which is designed and optimized for furniture items,” said James Savarese, chief operating officer at Wayfair.
Currently available in 10 retail markets — including Atlanta, Boston, Chicago, Dallas, New York City and San Francisco, among others — Chain Store Age reports the new feature will “transform what is considered a time-consuming, even frustrating, process.” The option includes a live, real-time tracking service that uses an interactive GPS map to pinpoint delivery driver locations.
“With Day of Delivery Tracking, we’ve added a new level of transparency into exactly where items are and when they will arrive, so that our customers are free to relax, complete tasks or run errands without the anxiety of missing their scheduled delivery,” Savarese said.
Customers awaiting a Wayfair delivery receive an email and text message on the morning of the expected delivery date. The messages include a link to the Wayfair GPS map, showing the location of the delivery driver and a package delivery countdown. Customers have the option to tap a “click-to-call” smart link to get in touch with either a local delivery center or the customer service line to receive more information about the impending delivery.
Wayfair has plans to roll the Day of Delivery Tracking system out into new markets this year, including Cleveland, Denver, Detroit, Miami, Orlando and Richmond, according to the Chain Store Age reports.
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