September Product Innovations – New Features and Improvements

We don’t like to brag. Our goal is to be more transparent about the enhancements we are making to existing products as well as the new products we develop.  That being said, we are excited to share that September was a big month for parcelLab! 

Empower Personalized Post-Purchase Customer Journeys with Campaign Manager

Campaign Manager is a new product within parcelLab’s Engage suite. It is an intuitive, self-service content tool that empowers non-technical users to easily set up, run, and measure the impact of post-purchase marketing campaigns. Additionally, Campaign Manager provides retailers with statistical visibility when creating or updating audience segments for more impactful post-purchase communications that drive brand loyalty, engagement, and revenue. 

The best part is that parcelLab customers can get started building campaigns in the parcelLab Portal.

Example Use Case

While there are many use cases for Campaign Manager ranging from informing customers that a new store is open to increasing customers’ second purchase rate by targeting specific customers, we wanted to share the following to show what one customer is using it for today.  

Jose, an eCommerce Operations Manager, was experiencing issues with orders above EUR150 that were getting stuck in customs in Turkey due to the required forms not being completed. This resulted in a high number of support inquiries and auto-returns, as well as a poor customer experience. They were facing similar issues in other markets, including Saudi Arabia, Mexico, and India.

With Campaign Manager, Jose was able to target affected customers with text banners at the top of emails and on tracking pages, directing them to a support page with details about the required customs declaration.

New Returns Portal Features

In case you missed it, last month we launched our returns product suite – Retain. With Retain, retailers can enable their customers to easily register their returns, get a label or QR code, track returns online, and receive proactive communications based on data-defined segmentation.

This month, parcelLab added an iOS integration to our Returns Portal. In our Returns Portal, consumers can select items for returns, choose a convenient returns method, and get a label or QR code with an embedded personalized experience. Now it has gone one step further by enabling iPhone users to easily manage their return QR codes in their Apple Wallet.

Additional Product Improvements

parcelLab Portal

In our August product innovations blog, we discussed our updates to the parcelLab Portal. Our team continues to improve the portal by enabling users to have a smoother experience when editing and previewing changes to message templates and editing multiple audiences or campaigns in a filtered list. Using the Configurations module, retailers can automatically preview changes made to message-specific placeholders in the Email Editor. While in Campaign Manager, you can edit multiple campaigns or audiences in a filtered list without needing to add the filters again. 

Order Status Page

The Order Status page now displays the zip code authentication form for parcels with a “Delivered” status. This allows end-customers to access any protected information using the form, even after their parcels have been delivered.

Returns

Retailers using the Returns Portal’s minimum/maximum return value feature can now configure the probability (by percentage) that prevents label generation and indicates a specific action for end-customers. For example, keeping an item or contacting customer service instead.

Customer Roadmap Webinar

We hosted a customer roadmap webinar in September to go over newly released product innovations, what’s to come, and awarded a customer with the first-ever Experience Designer award. In this webinar, there were also demonstrations of Campaign Manager and Retain.

If you missed it, no worries! Reach out to your account manager for the recording. This is the first of many to come, and we are excited to continue to keep our customers informed on what is released and our future-looking roadmap.

How to Get Started

All the new features are now available. Please note that some of these are based on which parcelLab products you use. Contact your account manager to learn more or log in to the parcelLab Portal.