Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Customer service
Give your support team the tools to cut WISMO inquiries
Provide effortless support, cut down on WISMO ticket volumes, and elevate customer satisfaction with real-time tracking and automated post-purchase messaging.
Give your customer service teams the tools to simplify post-purchase complexity
From answering WISMO (Where Is My Order) inquiries to managing returns and delays, your team is at the frontline of ensuring a smooth post-purchase journey. With parcelLab, customer service teams gain enhanced visibility and powerful automation tools to resolve inquiries faster, streamline communication, and boost customer retention.
“With parcelLab, we created additional communication and marketing channels that are very well received by our customers. Through the intelligent shipping communication provided, we have significantly reduced customer service inquiries.”
Marius Lückemeyer
Chief Digital Officer
”parcelLab helps in significantly reducing customer service inquiries and returns, which in turn cuts operational costs, making our processes more economical and efficient. ”
Robin Watkins
Head of Logistics and Fulfilment
How parcelLab helps Customer service teams
Optimize service efficiency
Equip your team with a unified dashboard for complete order visibility and quicker resolutions.
Lower WISMO inquiries
Empower customers with real-time tracking and proactive updates.
Streamline exception handling
Identify potential delays early and automatically notify customers.
Simplify return inquiries
Offer customers a self-service return portal to minimize support workload, while giving customers more control.
With parcelLab you can
Minimize WISMO tickets with deeper customer insights
Stay ahead of customer inquiries by understanding what’s driving them.
KEY FEATURES:
- Proactive inquiry reduction: Analyze trends in support tickets to identify recurring issues and optimize workflows for faster resolutions.
- Workflow optimization: Refine customer service processes by automating responses to common inquiries, reducing agent workload.
- Data-driven customer insights: Leverage historical support data to predict future concerns and proactively address potential problems.
Streamline exception handling with automated updates
Take the stress out of delays with automated updates.
KEY FEATURES:
- Early delay detection: Identify potential disruptions such as weather delays or carrier issues and trigger automated alerts.
- Automated, personalized updates: Keep customers informed with real-time, order-specific notifications, reducing the need for manual intervention.
- Seamless carrier coordination: Use integrated data to communicate directly with carriers, expediting issue resolution and improving delivery accuracy.
Manage return inquiries with data-driven efficiencies
Streamline return requests, provide real-time updates, and optimize your post-purchase strategy.
KEY FEATURES:
- Optimize returns: Automate and streamline return requests, providing customers with instant status updates and self-service options.
- Data-backed improvements: Analyze return trends to refine policies, reduce costs, and improve post-purchase satisfaction.
- Proactive customer communication: Offer clear return instructions and updates at every step, reducing uncertainty and increasing transparency.
Just ask parcelLab Copilot
Our in-app AI assistant is here to help Customer service teams unlock the full potential of parcelLab’s post-purchase platform.
How can I find a customer’s order status?
Use the search tool on the Tracking page to enter a tracking number or filter results by carrier and warehouse for up-to-date order details.
What’s the best way to inform customers about delays?
Enable automated alerts for shipments with potential delays, ensuring proactive communication and a better customer experience.
Can I centralize order-related customer inquiries in one place?
Yes! Our platform integrates order, tracking, and return details into a single interface, allowing your team to quickly access all necessary information and resolve inquiries faster.
Seamless integration with your existing tools
Effortlessly connect with leading platforms like Salesforce Service Cloud, Zendesk, and Gorgias to optimize workflows. Give customer service agents direct access to order, delivery, and communication data within their existing systems.
Not using these platforms? We integrate with most customer service and logistics tools—contact us to find out how we can connect with your system.
50%
fewer “Where’s my order?” inquiries
“parcelLab has brought our business into the future. We are now able to provide fully digital tracking solutions for our customers that can scale with the company’s growth – allowing us to keep up with increased demand even during our busiest seasons.”
Jan Hesse
MD & Global Head of Customer Service, PartyLite
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
Want to learn more?
Stay up to date with the latest insights, updates, and innovations. Whether you’re looking for expert advice or the newest product developments, we’ve got you covered!
Where are you on the PPX Maturity Curve?
Discover how your post-purchase experience (PPX) stacks up against industry leaders and receive actionable insights to close gaps, enhance customer satisfaction, and drive measurable results.
Transform your post-purchase experience today
