Best Buy has rolled out a new live delivery tracking feature for consumers who have purchased TVs, refrigerators, washers, dryers, and other large electronics and appliances. The new feature, which is accessible via the retailer’s ecommerce site and mobile app, is designed to give shoppers to-the-minute tracking details on their order’s progress, including a real-time map view of where a driver is on their delivery route.
When consumers purchase a large item, they will still schedule a specific day for it to be delivered. On the morning of, Best Buy will send an email or text reminder, including a designated four-hour delivery window. As soon as the driver starts their route, consumers will receive a live estimated time of arrival (ETA) based on various data points, including the total number of orders the driver is fulfilling as well as their real-time location on the route.
Customers can track the progress of their delivery on a live map and will be notified if the ETA has changed. When a customer’s order is next on the route, the real-time tracking map zooms in on a street view and shows more specific details on the driver’s location, including the final delivery time. Best Buy will send a final notification regarding the final delivery time just in case a customer isn’t tracking the delivery’s progress live.
Best Buy Elevates Experiences with AI
Best Buy’s new, real-time tracking feature uses data such as predicted demand and real-time traffic patterns to reduce delivery lead times, optimize routes and create a more transparent fulfillment experience. It is the latest in a string of new CX and service investments by the retailer, including a gen AI-powered service experience and a more personalized mobile app interface.
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“Our new live delivery tracking experience removes the frustration so many of us have felt when we’re given a window of time to wait around at home for an appointment or a larger delivery to arrive,” said Brian Tilzer, Chief Data, Analytics and Technology officer at Best Buy in a statement. “We know our customer’s time is extremely valuable and we’re proud to bring a level of convenience to technology delivery and installation that nobody is currently providing”
