Deliver the Most Personalized Post-Purchase Experience

parcelLab is the only truly global enterprise post-purchase software provider, enabling brands to increase top-line revenue, decrease operational costs, and optimize the customer experience.

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serve over 800 brands track 350+ carriers worldwide

A smiling man with glasses holding a phone, with a graphic showing a -42% decrease in customer service calls

A cheerful man with curly hair wearing yellow glasses and a yellow t-shirt holding a smartphone, with a graphic showing a -5% decrease in returns

A happy woman with straight hair in an orange top holding a phone, with a graphic showing 71% of shoppers return to track

Here's How parcelLab Benefits Your Business

Increase Revenue

with a hyper-personalized post-purchase experience for cross-selling, website traffic, and higher conversion rates.

Simplify and Save Costs

with event-driven communications to reduce WISMO/WISMR inquiries and a revenue-recovering, sustainable returns portal.

Boost Brand Loyalty

through proactive order communications, elevating customer satisfaction, engagement, and brand loyalty.

End-to-End Post-Purchase Platform

Increase Conversions

Convert

Using machine learning and low latency API, we can offer accurate delivery dates on PDP and checkout, improving conversion rates and customer satisfaction while reducing cart abandonment.

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Engage with Customers

Engage

Enhance your post-purchase journey, boost engagement, and drive sales with personalized and configurable communications that fill information gaps.

Explore Engage capabilities

Increase Customer Retention

Retain

Reduce costs, make online returns sustainable, and enhance customer experience with flexible customization options, a digital returns portal, and label integration for seamless operations.

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Supported By

Secure, Enterprise-Grade Infrastructure

Platform

Includes three modules: Insights, Connect, and Security that underpin the capabilities of all parcelLab products.

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Customer Impact

True Classic: 29% increase in revenue per email

A lot of managed solutions redirect customers to their own landing page for post-purchase experience, which means they’re not on the True Classic landing page.

This scenario requires a ton of work to update and change a whole separate landing page that isn’t even ours. Whereas now we have a dedicated landing page that’s on our site controlled by our development team. Consumers are landing directly on our site through that post-purchase experience which is very impactful and adds incremental value.

Breanna Moreno

VP of Customer Experience

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FARFETCH: Controlling the customer journey resulted in 72% positive feedback

We believe that the customer experience should be from the FARFETCH brand. One of the challenges of FARFETCH’s pioneering business model, combined with an intricate fulfillment chain, is being able to communicate this complexity to our customers. Therefore it’s important to have the FARFETCH brand in front of our customers, which parcelLab enables us to do.

Stuart Hill

SVP of Logistics

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Philipp Plein: Elevate customer centricity with proactive communications

Service in luxury fashion is expected. It’s not nice to have or good to have – it’s a must.

Our customer service teams assist in every step of our customer’s shopping experience, and parcelLab is a big game changer because instead of following up on already completed orders, our teams’ resources are freed up to build loyal client relationships and give the personal touch expected from our luxury brand.

Olga Burfan

Head of Global Ecommerce

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New Look: More sales through targeted product recommendations

As a company, we always strive to cultivate the best possible experiences for fashion lovers, whether in store or online. The partnership with parcelLab will help us to provide seamless post-purchase interactions that keep customers happy and engaged. Having timely and relevant communication with our customers at this important stage of the purchase journey not only reduces the pressure on our teams internally – meaning that when an issue does arise, they can provide faster responses – but it means we are well positioned to drive greater loyalty and repeat purchases.

Nick Ormerod

Director of Ecommerce

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Berlin Brands Group: Shipping updates reduce customer inquiries at BBG by 24%

We recognize that only satisfied customers return and become loyal customers. The delivery process certainly has an extensive influence on customer service inquiries.

Sebastian Leiß

Product Owner

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Conrad: 5% fewer returns through automation

Returns will continue to be received in the future. With the online returns portal we now have a digital and uncomplicated solution with which we know as soon as the parcel is at the counter or with the delivery agent what is coming back and when. We benefit from this, especially in terms of staff planning and we are also faster thanks to automated handling processes.