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
Whether online retailers offer their customers the choice of several shipping service providers is up to them. However, the decision for the right logistics provider(s) should be well considered, because here, too, the wishes and needs of the customers must be taken into account.
Many online retailers want to keep their shipping costs as low as possible. For this reason, they resort to the shipping service provider that offers them the best conditions. The wishes of the customers are often not or only insufficiently taken into account. They want reliable and fast shipping – at best without shipping costs. It is therefore important for online retailers to think outside the box and remember what is most important to their customers when it comes to shipping.
What does it actually look like for the top 100 online retailers in Germany? Do the largest webshops offer multiple shipping service providers to choose from and which carriers do they actually use? Let’s take a look at the key findings of the parcelLab e-commerce shipping study.
Selection of the preferred logistics provider
79% of the top 100 online retailers in Germany do not give their customers a choice. 15% let customers choose their preferred logistics provider, with costs remaining the same. 6% of the top 100 online stores let their customers choose, with varying costs. So there is still room for improvement here when it comes to choosing the preferred logistics provider. Customers usually don’t have a choice. But that shouldn’t be the case, because that can lead to them ending up ordering from the online store that offers them their preferred shipping service provider.
Which carriers do the top 100 retailers use
Here, the shipping service provider DHL is at the top of the list. 79% of Germany’s top 100 online retailers send their parcels via it. Hermes is in second place with 42%. 19% use UPS, 13% DPD and 6% GLS. So you can see that DHL is popular with online retailers – whether because of good conditions or the reasonable price.
How many carriers do the top 100 retailers use
Almost half of the top 100 online stores use only one shipping service provider. 34 out of 100 online retailers work with two logistics providers. 17% use three shipping service providers. Only one online retailer each uses four, five or six logistics providers. This means that most online retailers are strongly tied to a particular logistics provider and the associated conditions. Unfortunately, there is hardly any room for maneuver here.
The benefits for online retailers are enormous. They range from more customer loyalty to cost optimization to coverage of all delivery locations and countries. That’s why it usually makes sense to offer customers several shipping service providers to choose from. Online retailers can use shipping comparison websites to quickly and easily find the logistics providers that are right for them. Customers are more willing to buy from the online store that offers them the logistics provider they prefer to use and with whom they have had the best experience in the past.
Those who have finally decided on the appropriate logistics provider should not forget about shipping communication. For online retailers, it makes sense to take this into their own hands Why exactly? So they can decide for themselves what information they want to convey to their customers and when. They can react quickly to delivery deviations or delays and inform their customers proactively and personally about the current status of their delivery.
For both merchants and their customers, it usually makes sense to work with multiple shipping service providers. This way, customers’ needs can be met at best. Those who rely on multiple shipping service providers also always have an alternative at hand in case of problems. Even among the top 100 online retailers in Germany, there is still some catching up to do.
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