Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Create personalized journeys
Personalize every post-purchase customer journey to drive engagement
Deliver the right message at the right time, on the right channel—automatically. With intelligent automation and AI-powered personalization, create seamless, data-driven post-purchase experiences that keep customers engaged and drive repeat purchases.
What we deliver
While keeping customers engaged across the post purchase journey, retailers can also
Boost customer engagement
A fashion retailer struggled with low post-purchase engagement, missing upsell opportunities. By using parcelLab’s personalized messaging and relevant product recommendations, they increased email revenue by 29%.
Reduce customer inquiries
A consumer electronics brand faced high WISMO inquiries due to split shipments, overwhelming support teams. With parcelLab’s automated updates and shipment-specific notifications cut WISMO inquiries by 20%.
Drive retention & repeat purchases
A luxury retailer saw customer drop-off after first purchases. By adding parcelLab’s targeted post-purchase recommendations and seamless exchange incentives, they increased repeat purchases and strengthened loyalty.
Scale efficiently
A global furniture brand struggled with manual processes and rising order volumes. Through implementing parcelLab’s automated workflows, proactive delay notifications, and self-service returns, they cut inquiries by 30% while maintaining high service quality.
Personalized experiences that drive real results
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Increase in repeat purchases
Create relevant and personalized post-purchase interactions that drive customers to buy again.
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PT
Increase in NPS
Personalize the entire post-purchase experience to improve customer satisfaction.
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Increase in revenue
Promote relevant cross-sell opportunities throughout the post-purchase journey to drive additional revenue and unlock new growth streams—without increasing acquisition costs.
Ready to get started?
Turn your delivery experience into a competitive advantage
With parcelLab you can
Automate and personalize at scale
Unlock new revenue and service efficiencies by enhancing the post-purchase experience across key customer touchpoints.
KEY FEATURES:
- Trigger real-time, event-based communications based on order status, customer actions, and engagement history.
- Reduce manual work with automated workflows that adapt dynamically to customer interactions.
- Optimize every touchpoint with AI-powered personalization, ensuring messaging is relevant and timely.
Strengthen customer relationships with tailored messages
Deliver personalized, multi-channel experiences that build stronger customer connections at every touchpoint.
KEY FEATURES:
- Engage customers across email, SMS, WhatsApp, push, and in-app messages.
- Customize messaging based on customer preferences, behaviors, and past purchases.
- Offer multi-language support to ensure a localized experience for global audiences.
Deliver smarter campaigns that drive revenue
Turn every post-purchase message into a revenue driver with personalized, data-led campaigns that keep customers coming back.
KEY FEATURES:
- Dynamically insert personalized product recommendations into post-purchase communications.
- Boost repeat purchases with tailored offers, loyalty incentives, and upsell opportunities.
- Deliver AI-driven messaging that predicts what customers want next, increasing conversion rates
Orchestrate journeys with intelligent workflows
Automate every step of the post-purchase journey with intelligent workflows that adapt to real-time events and customer needs.
KEY FEATURES:
- Set up trigger-based workflows that respond to delivery updates, returns, and customer behaviors.
- Create multi-step journeys that nurture customers beyond checkout – encouraging loyalty and retention.
- Automate resolution workflows for issues like delays, lost packages, and returns, improving customer satisfaction.
Leverage real-time improvements suggested by the PPX Improvement Agent
Built for Experience Designers dedicated to post-purchase excellence
With parcelLab’s delivery experience platform, brands can take full control of tracking, updates, and customer communication—offering a branded portal, real-time notifications, and complete shipment visibility to reduce WISMO, build trust, and turn deliveries into a seamless brand experience
Why users love parcelLab
Over 150 reviews on G2 and recognition as a Leader in post-purchase prove we’re making a real impact. We were even named one of G2’s Top 50 Supply Chain & Logistics Software products for 2025. But don’t take our word for it – here’s what our customers say.
Marten M., leading furniture retailer
Validated reviewer via G2
“parcelLab offers more ways to personalize and quickly update customer communication that my internal organisation cannot.. with parcelLab we can easily create personalised experiences for our customers. The editor to change messages and templates is easy to use, even for a user like myself that has very limited knowledge of email editors and HTML code. Our internal emails all required help of developers to configure, but with parcelLab this is no longer required.
Francisco G., MediaMarkt
Validated reviewer via G2
“The parts I like the most about parcelLab are the reports and the metrics module, they are customizable and very complete, which allows you to work in depth to improve the messages you send to your customers. I also find very useful the ability to adapt the messages, customize them and make modifications very quickly, which is very necessary in emergency situations.”
parcelLab user
Validated reviewer via G2
“parcelLab has really been a great help within the business with tracking and deliveries. I especially like that we can personalize the post-purchase messages—it turns a boring tracking update into something that feels branded and engaging. For us, it’s led to fewer support requests, smoother logistics, and happier customers. The analytics are also a nice touch, giving us insights to tweak our shipping and returns based on real results.
Marten M., Retail
Validated reviewer via G2
“I especially like the added features of Campaign Manager and Trending Late, making personalisation of communication to customers easy and enables better tracking of delays and other deviations in my organisation.”
Max S.,
Validated reviewer via G2
“Thanks to parcelLab, we now have complete control over the post-purchase customer experience. We begin with personalized tracking updates, being proactive and transparent with our customers. Additionally, we’ve designed a fully digital returns process, eliminating the need for paperwork in the packaging. Plus, we can gather valuable insights through the data collected along the way.”
Luxury goods & Jewelry
Validated reviewer via G2
“As a marketer, I’ve found parcelLab to be an invaluable tool. The platform’s robust analytics features allow me to track and analyze customer behavior throughout the post-purchase journey. The data has been instrumental in understanding our customer preferences and optimizing our marketing campaigns.”
Rachel T., New Look
Validated reviewer via G2
“parcelLab allows us to communicate to our customers about their orders and returns in a consistent clear and simple way. We can personalise our communications to have our branding. We can run campaigns through PL systems to communicate additional information to customers.”
Maurice F., Kox
Validated reviewer via G2
“When it comes to post purchase communication from companies to end customers, there is no getting around parcelLab… the tool or the emails are extremely flexible and can be adapted to one’s own needs at any time. This makes you much more independent of the parcel delivery service providers when it comes to communication.
Alex B., Helen of Troy
Validated reviewer via G2
“parcelLab is an excellent PPX platform that enhances customer engagement by providing real-time shipment tracking and personalized updates. Its seamless integration with e-commerce platforms and focus on branding make it a standout solution for improving customer satisfaction and loyalty.”
61%
open rate with personalized communications
By regaining control over post-purchase communication, PETER HAHN delivers personalized touchpoints and proactive shipping updates, ensuring a seamless customer journey while reducing the load on customer support. This approach has maintained their high customer service standards, resulting in 73% of customers rating the communication as “very good” and 98% finding it “clear and reliable.
What Our Customers told Forrester
“We lacked control and visibility on this part of the customer experience, especially as we were growing, it was harder to manage the carrier communications data, so we missed traffic and opportunities. There was potential for brand damage from inconsistent messaging and tone, impacting customer satisfaction and brand reputation.”
Senior Business Analyst
Luxury fashion retailer
What Our Customers told Forrester
“We lacked control and visibility on this part of the customer experience, especially as we were growing, it was harder to manage the carrier communications data, so we missed traffic and opportunities. There was potential for brand damage from inconsistent messaging and tone, impacting customer satisfaction and brand reputation.”
Senior Business Analyst
Luxury fashion retailer
Your questions, answered
You can configure automated messages in parcelLab’s platform using pre-built templates or custom rules. By integrating tracking data, you can trigger personalized messages based on real-time shipment status, delays, or delivery confirmations. This ensures customers stay informed without needing to check manually.
With parcelLab’s segmentation tools, you can define different message flows depending on order type, shipping region, or customer behavior. For example, VIP customers might receive premium post-purchase content, while international orders get more detailed customs updates. This is done using dynamic content and trigger conditions that adapt based on live order data.
Yes! parcelLab’s rule-based automation lets you define custom trigger conditions, such as unexpected delays, failed delivery attempts, or completed returns. You can configure exception rules that proactively notify customers with solutions—like re-scheduling a delivery or processing a return—minimizing customer frustration and reducing support inquiries.
Design experiences that create customers for life
