Master your post-purchase communications

Keep customers proactively informed during the delivery and returns journey

Supply and fulfilment complexity, meet our rich post-purchase communications functionality. Now you can address your unique business needs – and protect your customer acquisition investments. Enrich your customer experience and be rewarded with even more sales.

Improve your post-purchase communication
Female person checking their phone for shipping notification
Your outfit will be there soon shipping notification
 

Customer experience isn’t static. Neither are communications.

Create, test and refine distinct post-purchase communications across your brands, products, and customer segments. Raise the bar on customer satisfaction. Customize messages with hyper-relevant and personalized content in your brand voice and look. Delivered where your customers want – email, SMS, chatbot, Messenger or app push.

 

Unlock the marketing potential hidden in shipment and delivery notifications

Predict customers’ needs, expectations, and desires by connecting systems and data sources. Create exclusive unboxing and onboarding experience that build anticipation. Find new opportunities to market special offers and personalized recommendations when customers are most engaged. Decreasing time to next purchase and driving more post-purchase sales.

post purchase product recommendations
Your return's on its way notification
 

Recover returns revenue and inspire loyalty

Keep that consistent customer experience going through the returns process. Create personalized, relevant returns communications that build trust and proactively resolve questions with instructions, drop-off reminders, and refund updates. Take advantage of high engagement touchpoints to drive additional purchases.

 

Gain control in a world of uncertain supply chain and fulfilment disruptions

Be there for customers when things get bumpy. Predict delivery delays from production to fulfilment holdups, weather disruptions to customs waits. You can’t always control what’s happening, but you can control the response. Let customers know what’s up and what options they have with critical inflight information. With the flexibility to create unique flows you can recover at risk customers by treating them differently.

Female person checking status of their delayed delivery
scanning parcel
 

Decrease WISMO and WISMR Inquiries

Instead of touchpoints we think about the entire customer journey. We’ll show you gaps in communications and issues that drive customer inquiries. Tailor pre-shipment updates, delivery status and returns notifications to provide quick, clear and individualized answers that slash “Where is my order or return” calls. Include key details like expected delivery date, what’s in the box, inflight change options and next steps. Enable customers with educational content on product setup and features to further reduce calls.

 

Get more reviews and see your ratings climb

We know that word of mouth is more critical than ever with climbing customer acquisition costs and data privacy challenges ahead. That’s why we’ve developed a strategy to help retailers get two to three times more reviews and more five-star ratings by asking the right customers at the right time.

Female person receiving shoes they bought online while giving a five star online review
Tobias Schulz

Delivery notifications are the crucial factor of an emotional shopping experience. In parcelLab we found a partner who gives us full control over our deliveries.

Tobias Schulz Head of Operations
Tobias Schulz
Image Description

75%
Customers returns to site

45%
Increase in reviews

8%
more 5-star ratings

 

Push your post-purchase communications to the next level
Features that give you flexibility to build the experience you want

 

Endless Email Triggers

Choose from 50+ options or create new messages. From production and order updates to shipment, delivery, and returns.

 

Multichannel Communications

Enable your chatbot to provide shipping updates or send them via SMS, app push, WhatsApp, Line, Messenger and more.

 

Click & Collect

Give accurate updates on click & collect orders.

 

Managed or Headless


Let us manage your communications or send triggers to your email service provider, CRM, or marketing automation software.
 

Segmentation & Opt-In Management

Send different email types or content based on opt-in status or segmentation tags.

 

Recommendation engine


Integrate your recommendation engine into emails to increase conversion.
 

Get More Feedback

Use our Net Promoter Score (NPS) feature or integrate your own surveys or product review sites like Trusted Shops and Trustpilot.

 

Global Support

Deliver communications in any language including right-to-left script.

 

Verified Attachments

Send out order confirmations, invoices, return labels or other mandatory attachments.

Featured Capabilities

integrate your system with parcelLab

Integrations

We’re flexible. Send order data by file, API, webhook or stream, and we’ll take care of the rest. Take advantage of our standard integrations with most shop systems such as Shopify, Magento, and SAP.

integrate carriers like tnt, ups, dpd and dhl with parcelLab

Carriers

We’ve got integrations with hundreds of the most common carriers around the globe and we add new carriers every week. Our dedicated carrier team keeps integrations and data updated and optimized for consistent and clear communications.

Master your Post-Purchase Experience with us