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
Back in 2018, we conducted an E-Commerce Shipping Study and now wanted to know what has happened in terms of operations experience since then. To this end, we conducted and analyzed test orders at the top 100 retailers in Germany.
The parcelLab E-Commerce Shipping Study 2020 examines the performance of Germany’s top 100 online stores in the areas of checkout, shipping and returns. Strengths, weaknesses and potentials of the companies were derived from this.
The study analyzed the following: What shipping options are available? How high are the delivery costs and do the top 100 retailers communicate their delivery times?
Do online retailers communicate with their customers during shipping, and if so, how? There are some differences between the top 100 online stores here.
How are returns handled? Do customers have to print out the return label themselves or does the online retailer enclose it directly in the package? We also analyzed how long a refund takes. Here, too, there are differences between the online retailers analyzed.
The comparison of the E-Commerce Shipping Study 2018 and the E-Commerce Shipping Study 2020 shows: The desire for more customer experience has increased. But can online stores really fulfill it?
When it comes to Click & Collect, there was a drop from 41 to 33, meaning that eight of the 100 largest German online stores no longer offer their customers this option. According to a survey of the bevh and Boniversum, the two main reasons for Click & Collect are saving on shipping costs (55 percent) and the flexible collection of goods (48 percent). Furthermore, the online stores that offer their customers express delivery have dropped from 40 to 25.
But there are not only negative changes. The stores that also communicate directly with their customers during shipping and do not hand over this contact option to DHL, Hermes & Co. have increased from 15 to 34. Thereby, more than four emails are currently sent by the retailer during shipping. The number increased from 20 in 2018 to 32 in the 2020 shipping study. We also saw progress in the punctuality of deliveries. Instead of 48 stores, 65 now deliver their packages at the promised time.
If the possibility of Click & Collect has fallen, on the other hand, the return of the package in the store increases from 10 to 20.
The comparison at a glance – 2018 vs. 2020
Although the shipping process has changed quite a bit for the better in the last two years, there is still room for improvement when it comes to operations experience. Whether on the topic of click & collect, express delivery or returns processing – anyone who wants to offer their customers an optimal operations experience should take a closer look at their logistics processes. What does it mean? The customer journey doesn’t stop after the order is sent. Unfortunately, retailers forget this far too often and hand over their customers directly to the shipping service provider instead of communicating with them themselves and using valuable contact points.
Want to learn more insights from the E-Commerce Shipping Study 2020? Download the study directly here:
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