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
WHAT'S NEW
Meet the platform
The industry’s first and only PPX platform tailor-made for retailers
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
Enhance delivery experience
Seize control of your delivery experience
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
Make returns seamless
Transform customer dissatisfaction into revenue retention by digitizing returns and exchanges.
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
AI-powered post-purchase
Optimize every post-purchase interaction with parcelLab's AI agents
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
WHAT'S NEW
Meet the platform
The industry’s first and only PPX platform tailor-made for retailers
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
Enhance delivery experience
Seize control of your delivery experience
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
Make returns seamless
Transform customer dissatisfaction into revenue retention by digitizing returns and exchanges.
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
AI-powered post-purchase
Optimize every post-purchase interaction with parcelLab's AI agents
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 took a look at retail shipping in the US with our inaugural US Operations Experience Study. And it turns out – there are some big opportunities for retailers to innovate.
Online retailers in the US offer very little choice in how an item can be delivered. For instance, only 4% of e-commerce sites even display the carrier they use, much less give customers a chance to choose their preferred carrier. Choice of carrier is a standard practice for European retailers and it’s likely US consumers would enjoy the option just as much.
However, US retailers did explore some new forms of delivery in 2020. 62% now offer curbside pickup in addition to their traditional delivery methods. 18% offer next day delivery, as well.
Retailers miss a lot of opportunities to communicate with their customers during the post-purchase experience. 56% of retailers send only three to four emails before delivery, even though there are generally at least five touch points. A shocking 25% send at most two emails.
While most, if not all brands send order and shipping confirmation emails, many fail to send shipping updates, delivery confirmations, or any communications around returns. As a result, customers remain in the dark during shipping and retailers miss out on crucial customer engagement opportunities.
Even when retailers do send communications, they often pass the engagement over to a third-party site, rather than capitalizing on it themselves with an on-site, branded tracking page. Only 27% of retailers currently host a tracking page on their website, which means a full 73% are outsourcing tracking information to another site such as the carrier’s. Here, retailers again fumble an important chance to drive loyalty.
We found that free delivery rarely exists. Only four retailers in our study offered delivery that is truly free for customers. 52% of retailers require a minimum order value, of which the average threshold is $35. A surprising 30% of retailers just don’t offer a free option. These stores charge an average of $4.25 for shipping, despite the pile of data showing even low-cost paid shipping results in lost sales.
Overall, online returns provide customers with many friction points even though the data shows an easy returns process drives repeat purchases. We learned that 43% of retailers charge for returns. Shockingly, more than half of that 43% charge over $10 to process a return.
We also found that 56% of retailers take more than six days to fully process and refund a customer’s return. 64% of the retailers don’t even notify customers when the return has been received or when they can expect a refund, leaving customers completely in the dark at a point of already high friction.
Deliver outstanding Operations Experience
A positive Operations Experience drives customer loyalty and additional sales. This is where US retailers need to put their focus in 2021.
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