Meet our New Tracking Experience: From Status Updates to Customer Control
Where real-time visibility meets delivery control. Let customers modify addresses, instructions, and resolve issues all in one place and on the go.
Every delivery generates a moment of truth: the tracking page. Yet most tracking experiences remain frustratingly passive, broadcasting status without accepting input. When plans change (and they always do), customers face a choice: accept the failed delivery or navigate support channels.
The Delivery Control and Experience Gap
The numbers tell the story. Shopify called out in their 2024 Last Mile Delivery Analysis that deliveries cost retailers $17.20 per attempt and Harvard Business Review follows that with the stat that up to 20% of e-commerce packages aren't delivered on first attempt.
Every address that can't be updated, every delivery window that becomes inconvenient, every missing access code—they all trigger the same expensive cascade of redelivery attempts and support interactions.
It's exactly this gap between customer expectations and delivery reality that's driving the next shift in tracking technology.
How Interactive Tracking Transforms the Customer Experience
At Nash, we've rebuilt tracking to act as a full-on control center for the customer's delivery experience. Instead of adding another support channel, we embedded simple actions directly where customers are already looking.
The experience enables real-time modifications throughout the delivery lifecycle. Before delivery: address updates, rescheduling, driver instructions. During delivery: live communication, access codes, special requests. After delivery: issue reporting, returns, feedback with pre-filled context.
Watch the video below to see it in action
How Interactive Real-Time Tracking Works in Practice
One click unlocks comprehensive delivery control:
- Reschedule deliveries without phone calls
- Update addresses when plans change
- Add driver instructions via text or voice
- Report issues with order details pre-filled
- Access AI support powered by Nash AI for instant help
Merchants maintain complete control through our configuration panel. Toggle features on or off. Set business rules. Maintain your brand. Deploy across all channels.
The interface shows customers what matters: clear ETAs, available actions, and resolution paths. No hunting for options. No wondering what's possible.
Better Customer Experiences Create Better Operations
This approach enables the shift from reactive support to proactive operations. When customers self-serve delivery modifications, support teams focus on complex issues. When addresses update in real-time, first-attempt success rates improve. When feedback flows directly from the delivery moment, insights arrive while actionable.
The implications extend beyond cost reduction. Interactive tracking creates a direct relationship between merchant and customer at the moment of highest engagement. That connection drives retention, reduces churn, and captures data that would otherwise disappear.
The Path from Visibility to Full Control
While every other touchpoint has evolved toward self-service and real-time modification, tracking remained static. Until now.
For operations leaders serious about delivery excellence, the question isn't whether to provide customer control. It's how quickly you can implement it before it becomes table stakes.
Nash Engage brings the interactive tracking experience to your delivery operations. Because the best delivery experience is the one customers control.