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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
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.
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.
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.
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.
75% Customers returns to site
Push your post-purchase communications to the next levelFeatures 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.
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.
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.
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