How parcelLab supports brands during the peak season in 5 key points
Since the containment, e-commerce in France has seen impressive growth (+14.8% in the first quarter of 2021 over a year). A trend that is expected to continue, as specialists believe that end-of-year sales will attract more online shoppers this year. This represents both a big opportunity and a big challenge for retailers.Sure, it's a chance to make up for the low sales earlier this year, but how can brands make a lasting impact on their customers as the holidays approach? parcelLab shares 5 tips for taking full advantage of the online peak season.
Proactive CommunicationparcelLab works with brands to automate their communication throughout the customer journey to optimize the post-purchase experience they offer.First, brands need to identify the key stages of their sales journey where they want to communicate with their customers.Then, parcelLab ensures that customers receive the right message, at the right time. Even during holiday sales, brands can deliver clear, relevant and engaging messages to their customers. As a result, they are kept informed throughout the delivery process, limiting the volume of inbound calls.
Order StatusHosted on the online store, parcelLab's order status page is completely white-labeled.It allows customers to view the status of their order and thus accurately track the progress of the delivery. Customers can quickly and easily check the information without having to contact the brand's customer service department.What's more, retailers can use customers' personal data to personalize the entire experience, adding related content, product recommendations or NPS. This will improve the overall experience and increase site traffic.
ReturnsParcelLab's solution for communicating about returns is to send notifications and updates to customers throughout the process: when the package has been picked up, then when it has been received by the retailer and in the event of a delay. The communication is simple and engaging.
Customers stay informed throughout the process, and don't need to contact customer service to find out about the status of the return or the timeframe for refunds. This is a help that retailers welcome, especially on the busiest days. In addition, brands can use the information they have to anticipate the volume of returns, such as the number of packages that arrive each day.This data can be invaluable in boosting process efficiency, especially during the peak of year-end activity.
AnalysisparcelLab enables retailers to monitor and evaluate shipment data by providing a dashboard. This allows for analysis and monitoring of not only email performance, but also logistics providers.This is a very useful tool, especially at the end of the year, as it provides real transparency to retailers, who can clearly identify future improvements based on the data they receive.This data is useful in the short and long term. To ensure project success, parcelLab also provides its clients with ongoing support and a dedicated project manager.
NPSBrands don't want to just attract one-time customers during peak season, but rather loyal ambassadors. To achieve this, they need to exceed their expectations on an ongoing basis. And they are the best judges of the service offered by brands. So why not ask for their feedback, and use it to improve what needs to be improved. parcelLab allows brands to create a real-time Net Promoter Score (NPS) by embedding questions such as "How likely are you to recommend [brand] to your friends?" into emails and the order status page.A simple tool to gauge your customers' satisfaction and maximize their engagement.
Prepare for major sales highlightsTo find out how post-purchase communications can help your brand throughout the peak season and even after, check out our report now.
Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.