With fierce competition dominating the eCommerce market, a successful post-purchase customer experience becomes the key to customer retention. Most brands spend a lot of resources and time perfecting their advertising and marketing campaigns. However, the last-mile shipping delivery speaks volumes about your customer experience strategy.
This is why many eCommerce entrepreneurs have turned to SaaS companies in the shipping and logistics industry. These shipping management platforms take recourse to advanced technologies like ML, AI, and predictive analytics.
In the same vein, companies like ClickPost or Convey are building excellent post-purhcase customer experiences for global brands. They have developed seamless ways of managing order tracking, returns, exchanges, shipping exceptions, and delays.
In this article, we look deeply at Convey vs. ClickPost to determine which reigns supreme in last-mile delivery and post-purchase experience.
2) About Convey
Convey is a delivery-optimizing software focused on creating an advantageous last-mile delivery experience for brands. In 2021, the company was acquired by project44, and since then, its headquarter has been in Chicago.
The primary services of Convey include real-time shipment visibility, delivery risk management, order notifications, and advanced analytics. Convey used predictive analytics and provides critical delivery, carrier, and in-transit risk information so that retailers can make informed decisions.
Here are some of Convey’s best-known features:
It offers dynamic tracking options and procures shipment delay alerts for bulk orders.
It presents real-time data reporting of a shipment’s journey based on different milestones and statuses.
Provides delivery performance visibility to drive operational efficiency and connects with its vast network of carrier APIs.
It offers multiple EDD predictions using Machine Learning data points and shipment exceptions management.
It offers integrations with different APIs and CRMs and extends real-time order updates to customers and entrepreneurs.
3) About ClickPost
ClickPost is a last-mile delivery management and logistics SaaS solution that tackles multiple fronts of an eCommerce business’s shipping strategy. This includes creating orders with multiple carriers, generating order manifests and AWBs, and handling returns to resolve failed deliveries.
ClickPost has an excellent suite of APIs and automated workflows that enhance operational efficiency and increases delivery rates and customer satisfaction. ClickPost’s primary strengths lie in providing a unified real-time order tracking experience and managing returns and shipping exceptions.
Here are some of ClickPost’s best-known features:
It automates carrier allocation based on data-driven carrier selection rules and a brand’s shipping requirements and procures shipping rates and carrier serviceability data.
It offers real-time tracking with API polling, webhooks integrations, and a unified dashboard for managing orders.
It enables milestone-specific customer notifications across multiple channels and is easily customizable to reflect brand identity.
It has an OTP-based order cancellation mechanism for reducing delivery fraud and actively monitors SLA breaches by carriers.
It offers a streamlined return approach, including automated carrier allocation, branded returns portal, and real-time tracking.
ClickPost reconciles COD orders to ensure brand cash flows and offers a curated Shopify returns experience for Shopify retailers.
4) A Salient Comparison between Convey and ClickPost:
Now that we have a fair understanding of the different features of Convey and ClickPost, it’s time to compare their services. This allows us to determine which of them provides the best solutions for last-mile delivery optimization:
1. Branded Tracking Page
Convey: Branded Tracking Page
Convey offers a shipment tracking page that displays the estimated delivery date and order statuses following certain pre-defined milestones. However, minimal room is provided on the tracking page for brand promotion.
ClickPost: Branded Tracking Page
ClickPost provides access to a branded tracking page with similar features, i.e., display of EDD and milestone-based tracking.
Plus, ClickPost provides brand promotional content alongside domain masking and white-labeled tracking on this page.
Additionally, it offers three excellent traits for retailers to benefit customers.
First, it provides notifications for delivery delays. The branded tracking page is updated as soon as any delayed delivery data is received from the carrier.
Second, it facilitates intelligent brand recommendations. Products promoted on the tracking page are personalized according to the customer’s previous purchases and preferences.
Third, it standardizes milestone-specific notifications. ClickPost uses a list of standardized milestones for all couriers to describe order statuses. This removes any confusion for customers resulting from different systems of order notifications.
2. Cross-Selling During Tracking
Convey: Cross-Selling During Tracking
Convey offers a simplified branded tracking page with limited capacity for personalized product recommendations or displays. Only surface-relevant product recommendations can be enabled.
There is room for a single promotional display, usually mentioning notable discounts or new arrivals. Similar promotional messages are sent offering discounts or refunds in case of delays.
ClickPost: Cross-Selling During Tracking
ClickPost provides a branded and white-labeled tracking page with multiple spaces for personalized and customized displays of promotions and discounts. Plus, ClickPost offers personalized product recommendations so that the products displayed in promotional content are chosen carefully.
Products displayed to customers are mapped based on their most recent searches, preferences, wishlists, and purchases. This enables a higher percentage of cross-sales for brands.
3. Tracking Updates To Customers
Convey: Tracking Updates To Customers
Convey sends automated communications to customers via email and SMS, updating them on the tracking status of their orders.
The tracking notifications shared contain the order number, the order status, and a personalized or customized message to customers. Convey allows bulk messaging that mentions shipment delays and other delivery data to multiple customers.
ClickPost: Tracking Updates To Customers
ClickPost uses dual API integrations and webhooks to track orders accurately and in real-time. Tracking updates are notified to customers instantaneously, with all relevant information.
These tracking notifications are automated and reach customers as soon as carriers are notified with the help of the advanced technology employed by ClickPost.
Tracking notifications are also available in multiple languages to better serve ecommerce businesses that operate globally. ClickPost uses multiple communication channels like emails, SMS, and WhatsApp.
4. Returns Management
Convey: Returns Management
Convey recently began offering access to an online self-service returns portal. It enables customers to place return requests and schedule pickups for the returning large items.
The items that can be returned through this portal include customer appliances, furniture, and other products that may have unique reverse logistics requirements.
ClickPost: Returns Management
ClickPost offers a return portal that gives control to eCommerce enterprises to accept and manage return requests. The returns portal is configured to the company’s returns policy, triggering automated returns approval or rejection. Retailers can also manually intervene in case of any customer requests.
The backend of the returns portal can be customized according to a business's needs, such as requesting mandatory image attachments. Plus, ClickPost also allows enterprises to customize various metrics for returns (i.e., product type, purchase date, periods, etc.) and enables automated carrier allocation for reverse logistics.
It also facilitates exchanges and sends automated updates to customers following approval. All returns and exchanges are managed from a single dashboard. Mechanisms are also in place to ensure pickup, exchange, and return exceptions are dealt with swiftly.
Winner: ClickPost and Convey
5. Shipping Delay Management
Convey: Shipping Delay Management
Convey uses machine learning to detect delays in delivery proactively so steps can be taken before the exception occurs. Automated notifications with offers for refunds or discounts are sent to customers in case of delays.
It also has a risk detection mechanism whereby eCommerce companies can define parameters for receiving early alerts. Convery monitors early risk factors in EDDs and alerts customers when it detects something suspicious.
ClickPost: Shipping Delay Management
ClickPost also provides automated notifications to customers in case of delays or stuck shipments. ClickPost takes a proactive approach to identify shipment delays and monitoring SLA breaches by carriers.
ClickPost also analyzes and shares information on carrier performance to reduce delivery delays. When a delay occurs, carriers are automatically notified through ClickPost to resolve the issue.
Automatic resolution increases operational capacity for companies. Customers are also informed of the new estimated delivery date in these notifications.
6. Integrated Tracking Dashboard
Convey: Integrated Tracking Dashboard
Convey displays all ongoing orders with integrated carriers on a single dashboard. This dashboard displays their delivery status following updates provided by carriers.
ClickPost: Integrated Tracking Dashboard
Like, Convey, ClickPost provides a unified dashboard for viewing all order statuses, including delays and exceptions. It has designated 10-12 clear metrics for identifying the status of an order. Orders can also be searched through filtered searches, thus simplifying the process.
Winner: ClickPost and Convey
7. Failed Deliveries Management
Convey: Failed Deliveries Management
Convey uses machine learning to predict delivery exceptions in advance and proactively deal with them. Convey focuses on intelligent risk management. Automated updates with offers of discounts are shared with customers in case issues arise during delivery.
ClickPost: Failed Deliveries Management
ClickPost uses machine learning and AI to predict the likelihood of exceptions occurring and resolve and convert failed deliveries into successful ones.
ClickPost uses an automated protocol that identifies failed deliveries in real time, sends customers issue-based queries, and communicates customer responses to carriers.
This enables delivery agents to perform an informed delivery attempt the next time around with a higher likelihood of success.
8. Shipping Rates
Convey: Shipping Rates
Convey does not provide options for discounted shipping rates or carrier fees.
ClickPost: Shipping Rates
ClickPost does not provide shipping rates either. Enterprises are encouraged to negotiate the best rates with carriers via an SLA. SLA terms can then be independently monitored through ClickPost.
Winner: ClickPost and Convey
Convey focuses on providing clear information and analytics on post-purchase customer experience information. This involves collecting data on delivery issues driven by machine learning and using the same to optimize the post-purchase customer experience.
ClickPost gives enterprises access to a self-service hub for analytics that is highly interactive. Data is collected using various mechanics on a large range of metrics that measure carrier performance, shipping operations, and customer engagement.
Customizable analytics reports with actionable insights are then shared following the information required by the enterprise.
Winner: ClickPost and Convey
10. Delivery Date Prediction
Convey: Delivery Date Prediction
Convey uses data-driven machine learning to estimate delivery dates for orders of various sizes depending on the delivery service level.
Convey lets you decide where and when to display estimated delivery dates. Estimated delivery dates may vary depending on the level of competition for various categories of orders.
ClickPost: Delivery Date Prediction
ClickPost uses API integrations, machine learning, and AI to predict estimated delivery dates for various products. These estimates are made after analyzing prior carrier performance and customer details, among many other things.
Estimated delivery dates are displayed on product pages before checkout to drive conversion rates. It is again displayed to customers on the branded tracking page and tracking notifications. In case of delivery issues, a new estimated delivery date is automatically calculated and shared.
Winner: ClickPost and Convey
11. Multi-Carrier Integration
Convey: Multi-Carrier Integration
Convey works most efficiently as a means to achieve optimum network visibility. It enables multiple carriers to be integrated with, and also provides integrations with third-party logistics companies that handle other aspects of operations, like reduced costs or higher-scale operations.
ClickPost: Multi-Carrier Integration
ClickPost offers a fully-functional multi-carrier integration platform that enables you to select carriers from over 150 already integrated partners. These partners also include virtual storefronts like Magento and Shopify and other WMS, ERP, and ecommerce partners.
Plus, ClickPost provides the fastest integrations on the market, enabling you to go live with partnered carriers and new carriers within 24 hours.
Shipping is an essential part of an eCommerce business. Over the last five years, the logistics and shipping sector has grown manifold to keep pace with changes in the eCommerce ecosystem. There has been a rise in dark stores, BOPIC, locker systems, and the demand for same-day, hyperlocal deliveries in every country.
This makes last-mile delivery management a significant but tricky part of a brand's supply chain. Here, logistics maestros like ClickPost or Convey play a critical role in transforming customer demands into reality.
From order tracking to returns, data analysis to shipping exceptions, Convey and ClickPost has many similarities and differences in their services. It is upto you to determine if ClickPost or Convey fits perfectly with your brand ambition, shipping volume, and requirements.