The impact of Covid-19 on the customer experience in e-commerce (whitepaper)

The impact of Covid-19 on the customer experience in e-commerce (whitepaper)
Published on: Jun 8, 2020
Updated: Aug 18, 2022

The whitepaper "The impact of Covid-19 on the customer experience in e-commerce" answers the most frequently asked questions about the customer experience and explains why it is so important to optimize it now. With our 8 tips, online retailers can offer their customers the best possible shopping experience in times of Covid-19.

Customer Experience in the Time of Covid-19

The full whitepaper can be downloaded directly HERE:

Right now, it is even more important to accompany the customer throughout the entire purchasing process and provide them with important information. In order to provide customers with a suitable customer experience even during the corona crisis, retailers must proactively and reliably inform their customers about the status of their order. Are there problems or are there delivery discrepancies? Then customers should be informed of this immediately.

In our whitepaper, we clarify the following questions:

  1. What is the Customer Experience and why is it so important?
  2. Customer Experience during the Corona Crisis - why is it more important now than ever?
  3. 8 Tips to Improve Customer Experience
  4. How can parcelLab help online retailers improve their Customer Experience?

So much in advance...

Those who optimize their Customer Experience especially in times of Covid-19 can reduce their WISMO requests by 25 percent and score with satisfied as well as loyal customers.

Most customer service inquiries happen in the delivery process and are caused by bad customer experiences. A good experience is when the online retailer keeps the customer updated on the status of their order at all times and proactively communicates delays. Reliable communication during shipping drastically reduces the number of WISMO calls.

Download the whitepaper HERE...


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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.

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