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
With increasing competition in ecommerce, it’s never been more important for online retailers to provide the best possible shopping experience. However, the second annual E-retail Performance Report reveals that online customer experience is actually in decline.
So where are online retailers falling down?
Of the 250 leading UK e-tailers surveyed, the proportion humanising online shopping through live chat and virtual assistants fell 2% in 2017 to 37%. Yet studies show this can boost conversion rates by up to 40%.
The survey also found that most retailers’ websites rated as ‘poor’ in terms of page loading speed. Almost a two-thirds took longer than nine seconds to load on 3G, compared to 54% in 2017.
Featuring social sharing buttons on ecommerce sites encourages sales from customers’ networks of friends, yet this declined in 2018. Some 17% of e-tailers surveyed failed to do this, up from 13% last year.
Source: Valuesoft E-Retail Performance Report 2018
UK online retailers also performed poorly in other key areas. Almost a fifth do not optimise their onsite search. This can be achieved through simple techniques like autocomplete, well-targeted product suggestions or relevant recommendations. However, 19% of e-tailers didn’t bother. This is worrying as the survey reveals they are missing out on the opportunity to double their conversion rates.
The report also points out that 35% of baskets are abandoned because customers need to create an account before buying. Despite this, over two-thirds of UK online retailers still place this demand on their customers.
What’s more, 10% of UK e-tailers also fell down in terms of the complexity of the shopping experience. Having to take eight or more steps before purchase can put off shoppers, yet one in 10 sites made them jump through this many hoops.
Source: Valuesoft E-Retail Performance Report 2018
Compared to 2017, the report seems to indicate that a certain amount of complacency has crept into UK ecommerce. Unfortunately, this is at a time when creating the best possible online shopping experience has never been more important. In 2019, it’s vital for UK e-tailers to embrace customer centricity by placing shoppers at the core of their retail strategies, but it’s clear that they still have some way to go. Now’s the time for them to up their game and put more focus on their customers. Hopefully, this survey will act as a warning.
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