MediaShop & parcelLab: Helping our customers through the Corona crisis

MediaShop & parcelLab: Helping our customers through the Corona crisis
Published on: May 8, 2020
Updated: Aug 18, 2022

Anyone who now completely loses sight of positive customer contact and does not take their worries and fears seriously should rethink their strategy. Why? Customer experience and proximity to the customer are now more important than ever - and our customer MediaShop knows that too.

MediaShop & parcelLab - standing by customers even in difficult times

Both MediaShop and parcelLab know that it is now even more important to keep customers proactively and reliably informed about important information regarding their order as well as any delivery difficulties. For this reason, MediaShop now informs its customers in the DACH region with a banner on the Track & Trace page that delivery times will be adhered to despite the current situation and that customers will be reliably and proactively informed about changes at any time in the future. In this way, MediaShop takes away its customers' uncertainty about the whereabouts of their order in advance and customer service inquiries such as "Where is my package?" or "Will my order arrive on time?" are reduced to a minimum.

And this is how it looks:

MediaShop also proactively informs its customers during the Corona crisis.

Fewer customer service inquiries and lower return rates are expected


Both MediaShop and parcelLab are eager to see the first results of the banner integration on the track & trace side. At the internationally operating TV shopping company, good communication and contact with customers is currently the top priority. The parcelLab banner integration has already gone live and is running smoothly. MediaShop expects the integration to generate a number of key success figures. In any case, the company expects customer service inquiries (both via phone and email) to drop considerably as a result of the banner integration on the track & trace page. In addition, an increase in the click rate can be expected in both the short and long term. Furthermore, MediaShop as well as parcelLab expects a decreasing return rate. Customers are now informed at an early stage that there may be delays in delivery. This minimizes the annoyance caused by a delayed package.

Both companies are convinced that the banner integration will lead to more customer experience and an increase in customer satisfaction.

This is also what Christian Neuwirth, Head of E-Commerce at MediaShop, has to say about the cooperation with parcelLab:

Even in difficult times it is even more important that we offer our customers the best possible Customer Experience. parcelLab helps us to keep them informed at all times despite the current situation and to assist them with important updates on their order to avoid customer stress and to keep customer service inquiries as low as possible. We highly appreciate parcelLab as our reliable partner.

Would you like to learn even more about the cooperation between MediaShop and parcelLab? No problem! Soon the entire MediaShop Customer Success Story, with all interesting KPIs, will be available for you.

Would you like to offer your customers an excellent customer experience even during the Corona crisis? Then contact us. We look forward to introducing you to our solution.

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