Furniture e-retailer debuts live delivery tracker

BY Deena M. Amato-McCoy

A new service is increasing Wayfair’s customer service — and keeping its delivery drivers accountable.

In effort to transform what is considered a time-consuming, even frustrating process, Wayfair launched a new feature, called Day of Delivery Tracking. The live tracking service pinpoints delivery driver locations in real-time through an interactive GPS map.

On the morning of delivery, customers in available markets receive an email and text message linking them to a GPS map that illustrates the location of their Wayfair driver, and an arrival countdown once their driver is nearby. By tapping on a “click-to-call” smart link, customers will be automatically routed to either their local Wayfair delivery center or customer service, depending on their delivery status.

“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,” said James Savarese, COO, Wayfair. “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.”

The feature is currently available in 10 markets, including New York City, San Francisco, Boston, Chicago, Dallas and Atlanta. Wayfair will continue rolling out the service to new markets throughout the year, including Denver, Detroit, Miami, Orlando, Cleveland and Richmond, the company said.

To see the live tracking feature in action, click here.


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