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
The 2021 holiday shopping season is going to be bigger, smarter, and more online than ever before. But that means new challenges for operations experience management, too.
In this post, we’ll look at the evidence for a particularly rich Golden Quarter this year – and suggest 5 ways you can prepare before the season begins.
Long before trends show up in sales figures or news articles, they’re already visible in search traffic. This year, that search traffic is sending clear signals to retailers.
Searches for “holiday gift ideas” surged in August, suggesting a higher interest in holiday shopping than in 2020. It’s also far earlier than the usual start of holiday shopping, in early November.
What’s more, 78% of US consumers say that they’ll be buying from online retailers that offer free shipping. So you should expect high demand with high standards of customer service.
Fortunately, you can holiday-proof your online sales. We’ve collected 5 tips to upgrade your operations experience before the peak season kicks off.
More search traffic means more sales, more customer queries, and more problems to solve. If you want to keep customers and employees happy, then your first priority should be effective customer service.
Start with the bare bones. Does your software for customer service chats work properly? Do staff have up-to-date, functional hardware? Shipping intelligence group Reveel recommends a full audit and tune-up of all your hardware and software before November.
Next, you can take some pressure off by investing in AI and automated customer service. For example, smart chatbots could handle straightforward customer queries whenever your team is offline.
What makes consumers happy? Surprisingly, the answer isn’t “lower prices” or “faster service”. It’s… choice. If you offer a range of delivery options, you’ll see higher rates of customer satisfaction and retention.
Plus, multiple options can relieve pressure on your supply chain and delivery services. A growing number of customers are interested in Buy Online, Pick up In Store (BOPIS) fulfilment – which is faster and cheaper for retailers, too.
Many customers now expect free shipping on their holiday purchases. But how can you offer free delivery without swallowing too much of the costs?
It’s time for some psychology. Research shows that 70% of consumers will add extra items to their cart in order to qualify for free shipping. Simply setting a minimum spend for free shipping could increase your sales!
Another strategy is to offer free shipping for limited periods. For example, you could offer free shipping at weekends only. Result: a regular spike in sales traffic, while weekday orders still cover their own shipping costs.
What happens after a customer clicks “pay now”?
Most e-commerce retailers hand their customers over to third parties. Once the order is dispatched, they cut all contact. What’s the point in staying in touch?
Two words: customer retention. Repeat customers are only 8% of e-commerce website visitors, but they represent 40% of all revenue. And the best way to retain those high-value customers is by staying in touch.
Retailers get better results when they send personalized, proactive delivery updates. Our research shows that loyalty can be created at every stage of the customer journey, from dispatch to delivery and even returns.
Here’s the proof: consumers say that transactional emails are the most important emails they get. Shipping emails get an average of 1682% more engagement than marketing messages. Imagine what you could achieve with all that customer interaction.
Returns are an unfortunate fact of life, especially in e-commerce. Customers will always want to return some of their orders.
That’s even more true in the peak season. Many holiday purchases are gifts, so there’s a higher chance that they’ll be returned or exchanged. Retailers handle up to 45% of their annual returns in the first 3 months after Christmas each year.
But if you handle returns the right way, you can re-convert those customers into loyal brand advocates.
Make sure that your returns process works online; that customer service is available; that there are multiple options on offer; and that you stay in touch with customers every step of the way. fulfilmentcrowd recommends test-driving your returns process by making a test order and sending it back. It’s the easiest way to check that everything is working as it should.
Want more holiday insights, OX management tips, and exclusive research? Read our report on US Holiday Season Operations Experience.
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