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
If you work in e-commerce, you may’ve heard the term ‘WISMO’ thrown around. But what does it mean? And why does it matter? WISMO is an acronym for ‘Where is my order?’ Typically, it’s used as an umbrella term for inbound customer inquiries. WISMO requests can be received in a variety of ways: calls, emails, social media, chatbots, live chat, and SMS.
WISMO is something that affects all e-commerce retailers. Yet, these seemingly insignificant calls can become problematic if not managed correctly.
Firstly, for global brands, it can be hard to give a customer a straight answer. Once an order leaves a warehouse, the retailer often loses track of its location. Carriers often use internal data tagging that can be hard for customer service representatives to access. And, if they can, it is often difficult to interpret. Each carrier uses thousands of different data statuses. When a company uses several carriers around the world, tracking and interpreting this becomes almost impossible.
Additionally, managing WISMO calls can also be very costly. That’s because WISMO calls can take a huge amount of time for your customer services team. This time could be better spent. Clearly, reducing preventable inquiries will give your team more time to deal with specialist queries. In fact, it can also mean that the team becomes less costly for the business.
So, how do you do it? Well, you should start by setting clear expectations throughout the entire sales journey. At checkout, predict a date that they can expect their order to arrive. Then, send proactive emails to let them know when it’s left the warehouse. Deliver event-triggered emails if any issues arise, such as a delay. Provide an all-in-one tracking page, also known as an order status page. This tool allows customers to monitor the progress of their order in real-time, without having to call you. You can use these proactive communications to send engaged traffic back to your site. Also, you should use customer data to personalize these interactions. Add recommended products based on their search or purchase history. Or, link to valuable content based on their basket. Above all, be present throughout the journey. Your customer has made a decision to buy from you. Now is a great time to encourage them to do it again.Examples of a branded all in one tracking page
But, how do you enable proactive, branded communication throughout the customer journey? Well, our solution will allow you to take control of your Operations Experience. That means your brand will be able to ensure the same high quality experience throughout all operational processes. This includes checkout, shipping, returns and more. Put simply, we take care of data so you don’t have to. We’ve integrated with hundreds of carriers, and this gives us invaluable access to shipping data. This knowledge has made us best placed to clean and harmonize your shipping data. We turn it into outstanding customer experiences.
So, if your business is trying to reduce WISMO, we can help. To get a better understanding of how our solution works, it would be helpful to take a look at our platform page. Or, if you’d rather have a specific discussion about how we can support your business, I would recommend a demo. Additionally, if you’re keen to understand more about how taking control of Operations Experience can add value to your brand and customers, check out our latest research.
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