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
Finally, the long-awaited package is supposed to arrive. But that’s exactly when no one is at home. However, there are a few ways in which a parcel can still be delivered safely.
In addition to home delivery, the majority of delivery services also offer alternative methods of parcel delivery. The parcelLab E-Commerce Shipping Study 2018 examined the top 100 online retailers in Germany. 15 of them offered home delivery only. At 41 stores, customers could have the parcel delivered to a branch of the store. 96 retailers offered parcel delivery to a Packstation, while 32 also sent parcels to the nearest post office on request.
Most stores alternatively offer delivery to a Packstation.
There are some options that customers can use if they are not at home when the parcel is delivered:
Customers have the option to install their own parcel boxes or parcel boxes in front of their house. These can either be free-standing in front of the house or attached to the front door. The parcel deliverer can then open the box using a key chip or smartphone app and deposit the parcel there.
The bonus: Parcels to be returned can be pre-franked and placed in the box. When the parcel carrier opens the box, he can take the returned parcel with him and place the new parcel inside.
Another option is for the parcel carrier to deliver the parcel to a neighbor. With DHL, even desired neighbors can be deposited, with whom the package can be delivered. However, many parcel carriers often drop off the delivery at the neighbor’s anyway if they do not meet the target person. They then leave a message in the mailbox with the location of the parcel. The disadvantage of this method of parcel delivery is that the neighbor often cannot be found promptly and the customer has to wait for his order.
Customers can also arrange parking permits. In doing so, they specify where the parcel carrier may deposit the parcel without a signature. For example, the garage can serve as a drop-off location. However, if the parcel is stolen or damaged at the selected location, the customer is liable.
DHL offers the possibility to have the packages delivered to so-called Packstations. This service is possible at any time and is additionally free of charge. However, customers must first register for this delivery option and select the desired Packstation. As soon as the parcel carrier has deposited the parcel in the Packstation, the customer is notified.
Those who are not at home during parcel delivery can also have their parcel delivered to a post office branch or a parcel store. However, the opening hours must be observed and the seven-day pick-up period must be adhered to. An identification document must be shown when collecting the parcel. If a customer does not have time to pick up the parcel within the seven days, he or she can create a parcel proxy and thus authorize another person to receive the parcel.
DHL and VW have teamed up to develop trunk delivery. Car manufacturers Audi and Skoda also offer the service. Here, the parcel carrier can place the packages in the trunk of the car. Customers must first register with the car manufacturer and the delivery service and download the associated app onto their smartphone. Customers can then specify precise details for depositing the parcel in the trunk. However, this service is still very rarely offered and used. In Germany, consumers are still skeptical about parcel delivery via the trunk. According to DPD, only 2 percent of respondents have their parcels delivered to their trunks. This was the finding of a study from 2018. Home delivery is the most popular option.
Only two percent of respondents said they used trunk delivery. (Source: Statista/DPD)
.
The parcel box for family homes works similarly to the own parcel box. Here, the box is only used by several people. In front of apartment buildings, a large parcel box with several compartments is installed. There the parcel carrier can deposit parcels and take away returns.
DHL offers the possibility of parcel boxes for apartment buildings. (Source: DHL)
With all variants, one thing is particularly important: shipping communication. Because not only is the ordering process an emotional experience for the customer, the shipping process is also important. Because the shipping is the key to customer loyalty. Customers want to know where their package is and when it is expected to arrive. Especially when the package is dropped off at another location, it is important that retailers proactively notify their customers. Therefore, retailers should not leave the shipping communication to the delivery service, but take this into their own hands. You can integrate track & trace pages directly in the store and inform customers about the status of their order with personalized messages. A good post-purchase experience is of particular importance.
This service is not yet commonplace among German mail order retailers. Out of 100 retailers observed, 53 do not communicate with their customers at all during shipping. In 32 stores, shipping communication is handled by the logistics provider, and only 15 retailers communicate with customers themselves.
The majority of retailers do not communicate during shipping.
Consumers need not worry if they are not home when the package arrives. There are now numerous options that allow the parcel carrier to deliver the package safely anyway. Whether it’s a Packstation, car trunk, parcel box, neighborhood delivery or another drop-off location, customers are usually free to choose the delivery option. In these situations, it is particularly important for retailers to regularly inform their customers about the status of the order with the help of shipping messages and track & trace pages.
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