Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Why parcelLab
Why top retailers choose parcelLab over the rest
AI and innovation
Transforming post-purchase with AI
PPX maturity curve
Discover where you stand on the curve
PPX Institute
Turn transactional relationships into customers for life
Post-purchase audit
Experience your brand the way your customers do
Platform
Platform support
PLATFORM
Meet the platform
The industry’s first and only PPX platform tailor-made for retailers
WHAT'S NEW
Benchmarking
Benchmark against the industry in real-time
Copilot
Turn delivery anxiety into customer satisfaction with AI
AI Email Editor
Streamline operations and reduce complexity with AI-powered automation
Campaign Manager 2.0
Run campaigns that drive revenue
Smart Survey
Collect feedback and drive improvements
OVERVIEW
Enhance delivery experience
Seize control of your delivery experience
CAPABILITIES
Track & communicate
Keep your customers engaged
Set up a branded tracking portal
Keep customers in your ecosystem
Create personalized journeys
Deliver the right message, at the right time
Run targeted campaigns
Create campaigns that convert
Predict delivery delays
See delivery issues before they happen and take proactive action
Streamline claims management
Reclaim time, revenue, and customer trust
Resolve customer inquiries
Empower your customer service teams
OVERVIEW
Make returns seamless
Transform customer dissatisfaction into revenue retention by digitizing returns and exchanges.
CAPABILITIES
Track and inform returns status
Create a seamless returns experience that retains customers
Self-service returns portal
Let customers register returns with ease
Personalize returns journey
Encourage exchanges over refunds
Forecast returns volume
Anticipate return patterns before they happen
Offer flexible returns
Give your customers versatile return options that cater to their preferences
OVERVIEW
AI-powered post-purchase
Optimize every post-purchase interaction with parcelLab's AI agents
CAPABILITIES
Execute with AI
Harness the power of AI agents
Predict with AI
Stay ahead with real-time insights & forecasts
Simplify with AI
Cut complexity & streamline operations
Personalize with AI
Deliver tailored experiences
Solutions
Reduce WISMO & WISMR calls
Keep customers in the loop & support smarter
Turn returns into revenue
Make returns seamless, maximize revenue
Manage complex post-purchase scenarios
Handle exceptions, claims & logistics
Optimize post-purchase campaigns
Boost engagement & drive conversions
Enhance personalization and engagement
Create 1:1 tailored experiences
Customer success stories
Join the leading brands worldwide. You're in good company.
Resources
Company
Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Why parcelLab
Why top retailers choose parcelLab over the rest
AI and innovation
Transforming post-purchase with AI
PPX maturity curve
Discover where you stand on the curve
PPX Institute
Turn transactional relationships into customers for life
Post-purchase audit
Experience your brand the way your customers do
PLATFORM
Meet the platform
The industry’s first and only PPX platform tailor-made for retailers
WHAT'S NEW
Benchmarking
Benchmark against the industry in real-time
Copilot
Turn delivery anxiety into customer satisfaction with AI
AI Email Editor
Streamline operations and reduce complexity with AI-powered automation
Campaign Manager 2.0
Run campaigns that drive revenue
Smart Survey
Collect feedback and drive improvements
OVERVIEW
Enhance delivery experience
Seize control of your delivery experience
CAPABILITIES
Track & communicate
Keep your customers engaged
Set up a branded tracking portal
Keep customers in your ecosystem
Create personalized journeys
Deliver the right message, at the right time
Run targeted campaigns
Create campaigns that convert
Predict delivery delays
See delivery issues before they happen and take proactive action
Streamline claims management
Reclaim time, revenue, and customer trust
Resolve customer inquiries
Empower your customer service teams
OVERVIEW
Make returns seamless
Transform customer dissatisfaction into revenue retention by digitizing returns and exchanges.
CAPABILITIES
Track and inform returns status
Create a seamless returns experience that retains customers
Self-service returns portal
Let customers register returns with ease
Personalize returns journey
Encourage exchanges over refunds
Forecast returns volume
Anticipate return patterns before they happen
Offer flexible returns
Give your customers versatile return options that cater to their preferences
OVERVIEW
AI-powered post-purchase
Optimize every post-purchase interaction with parcelLab's AI agents
CAPABILITIES
Execute with AI
Harness the power of AI agents
Predict with AI
Stay ahead with real-time insights & forecasts
Simplify with AI
Cut complexity & streamline operations
Personalize with AI
Deliver tailored experiences
Reduce WISMO & WISMR calls
Keep customers in the loop & support smarter
Turn returns into revenue
Make returns seamless, maximize revenue
Manage complex post-purchase scenarios
Handle exceptions, claims & logistics
Optimize post-purchase campaigns
Boost engagement & drive conversions
Enhance personalization and engagement
Create 1:1 tailored experiences
Customer success stories
Join the leading brands worldwide. You're in good company.
Resources
Company
We recently ran a study of 50 of the top DTC brands and their typical U.S.-focused customer journey, specifically focused on their use of data and personalization throughout that journey.
We discovered that most DTC brands are under-utilizing the data they have at their fingertips – leaving a huge opportunity for brands looking to set themselves apart. DTC brands need to use the following findings to begin implementing improvements to their journeys that will make a real difference in customer retention.
Ultimately, only 2% of brands even include personalized recommendations. The other 4% use generic.
Since shipping confirmations have an average open rate of 148%, this is a sizable chance for brands to provide a personal experience and raise sales. Shipping confirmations provide a unique chance to cross-sell customers on other products that improve or relate to the item they just bought. Brands must begin to make use of this valuable marketing real estate to drive multiple purchases.
This finding is despite the fact that site-hosted order tracking pages increase return traffic by 85% and reduce “Where’s my order?” inquiries by at least 25%.
Simply put, hosting your own order tracking page is a massive opportunity for DTC brands – an opportunity that they can no longer afford to ignore. A site-hosted tracking page allows the brand to retain ownership of a key portion of the customer experience, growing trust in their brand. A site-hosted tracking page is an excellent opportunity to surface customer service content like FAQs or a chatbot, for instance.
Of brands that do, only 12% provide the customer with a choice of notification channel. SMS is often a preferred channel for tracking notifications – and tracking notifications enable brands to build a rapport with the customer on an intimate and highly lucrative marketing channel. Ultimately, brands have a lot of ground to make up in communicating via a customer’s preferred channel. DTC brands need to make the necessary updates required to place the customer at the center of the order tracking experience.
Of those that do send a notification, a full 36% include no further content. These notifications are a key moment to build brand trust and loyalty, as well as create a personalized touchpoint for your customers. In fact, 70% of shoppers actually want more frequent order updates according to Forrester research.
The trick to providing delivery confirmation notifications (as well as other tracking notifications) that improve the customer experience is to share relevant, easy-to-understand content with each notification. Delivery confirmations, for instance, are an excellent time to send product instructions and education. Order delay notifications, on the other hand, are a wise time to send out customer service information.
At the end of the day, sending delivery confirmations is an easy way to massively improve the customer experience and ease friction at a highly sensitive time. It’s a fast fix for many brands (just turn that notification on in Shopify) and an easy one to optimize content for.
Of the other 50% who do request a review, 11% send a request before the order arrives and 69% send it after the customer submits a return! Not only does this result in a poor reviews program for brands, but it provides the customer with the impression that the brand has no idea when orders arrive or what happens to orders after they leave the warehouse. Brands need to prioritize improving the experience around review requests sooner rather than later.
As customer retention becomes the focus of long-term success for DTC brands, these findings show that there is a lot of opportunity for brands to improve their current customer journeys.
Harnessing customer order data, for instance, empowers brands to provide highly personalized experiences at scale, which then inspire loyalty. Brands must dig into their data to discover key touchpoints they’re currently missing out on and begin to surface relevant personalized information to answer customers’ questions before they ask them. How are DTC brands harnessing data? We studied 50 leading US DTC brands to understand how data is being used and to identify new ways to maximize data.
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