Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Customer experience
Transform every post-purchase interaction into lasting impressions and life-long loyalty
Elevate every customer touchpoint at checkout and beyond with personalized, seamless experiences.
Turn post-purchase frustration into customer delight
As a Customer Experience leader, you know that the journey doesn’t end at checkout. Every post-purchase touchpoint shapes trust, loyalty, and future sales. parcelLab transforms routine operations into seamless, engaging experiences, ensuring proactive communication, effortless returns, and personalized interactions that keep customers coming back.
“Service in luxury fashion is expected. It’s not nice to have or good to have – it’s a must. Our customer service teams assist in every step of our customer’s shopping experience, and parcelLab is a big game changer because instead of following up on already completed orders, our teams’ resources are freed up to build loyal client relationships and give the personal touch expected from our luxury brand.”
Olga Burfan
Head of Global eCommerce
“By working with parcelLab we offer our customers a service plus, because we give them more security during the shipping process. At the same time, we were able to reduce the number of shipping-related inquiries by 21.5% on Black Friday, which greatly relieves our teams.”
Nicole Rosenthal
Head of Customer Care
How parcelLab helps customer experience teams
Keep customers in the loop
Keep customers in the loop with real-time updates throughout their post-purchase journey, so they always know what’s happening with their order—reducing worry and building trust along the way.
Deliver personalized journeys
Tailor messages, offers, and campaigns based on individual customer behaviors, preferences, location, shopping history, and more.
Elevate CX metrics
Deliver a seamless journey by connecting eCommerce, logistics, customer support, and marketing in one place to reduce friction and improve NPS & CSAT scores.
Enhance customer retention and loyalty
Create exceptional experiences and improve service performance to keep customers engaged, encourage repeat business and strengthen brand advocacy.
With parcelLab you can
Deliver real-time, branded post-purchase notifications
Keep your customers informed at every step with personalized updates.
KEY FEATURES:
- Automate all post-purchase notifications, from dispatch to delivery: Trigger real-time alerts for order confirmations, shipping updates, delays
- Customize messages to reflect your brand’s voice: Maintain a consistent, branded experience with fully customizable messaging, tone, and visuals
- Use multiple channels: Email, SMS, and in-app messages—reaching customers where they engage most
Create a seamless and transparent returns process
Enhance customer confidence with an easy-to-navigate returns system.
KEY FEATURES:
- Offer a user-friendly returns portal: Provide a simple, guided returns process that lets customers initiate returns in seconds
- Provide instant updates on return status: Automate real-time return tracking so customers always know where their return stands
- Encourage exchanges and store credits to retain revenue: Offer alternative options like store credit, product exchanges, or instant refunds
Empower your customer support team
Equip your agents with the tools they need to provide exceptional post-purchase service.
KEY FEATURES:
- Centralize order and customer data for quick access: Provide agents with a single source of truth for tracking numbers, order history, and delivery updates
- Integrate seamlessly with existing CRM systems: Ensure a frictionless workflow with integrations into platforms like Salesforce, Zendesk, and Gorgias
- Reduce “Where Is My Order?” inquiries through proactive updates: Cut down on support tickets by automating order status updates, delay alerts, and resolution workflows
Just ask parcelLab Copilot
The in-app AI assistant is here to help Customer Experience teams unlock the full potential of parcelLab’s post-purchase platform.
What steps can I take to reduce return-related customer inquiries?
Implement a self-service returns portal through parcelLab, providing customers with real-time return status and options, thereby minimizing the need for support calls.
How do I monitor and improve delivery performance?
Leverage Copilot’s analytics to track delivery metrics, identify bottlenecks, and receive actionable insights to enhance your logistics operations.
How can I set up personalized post-purchase email campaigns?
Utilize Copilot’s AI Email Editor to craft and automate personalized emails that resonate with each customer, enhancing their post-purchase experience.
Work seamlessly with your existing tools
Seamlessly integrate with major carriers, customer service platforms, CRM, ERP, and logistics systems to reduce WISMO and WISMR calls. Optimize workflows, accelerate inquiry resolution, and keep every touchpoint connected for a smoother post-purchase experience.
356%
rise in product reviews
“When it comes to asking for product reviews, it’s all about the right timing. With parcelLab, we have tailored the shipping communication to the various stages of the process and our request reaches our customers exactly when they are happy to hold their parcel in their hands and are really ready to evaluate and give feedback.”
Deborah Kirchner
Online Marketing Manager, Hessnatur
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
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