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parcellab Engage

parcelLab Engage

Enhance your post-purchase journey with personalized, configurable communications that keep customers informed every step of the way.

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Engage Impact

Fewer WISMO Calls

Prevent support calls by implementing proactive messaging and shipment tracking that keeps customers informed. 

↑85%

of Customers Return

Increase customer touchpoints and cross-sell opportunities by enabling shipment tracking on your brand’s website.

↑42%

Increase in Repeat Orders

Accelerate repeat purchases by embedding personalized product recommendations on order status pages.

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Personalize, Delight, & Inform Customers

Engage empowers you to deliver the most unique, personalized post-purchase experience – unlocking new revenue opportunities, reducing costs, and delivering a superior customer experience.  Our products give you full control over all post-purchase touchpoints, so you can manage your post-purchase experience more efficiently while preventing WISMO inquiries.

End-to-End Post-Purchase Communications

Track & Communicate

Deliver end-to-end post-purchase communication with personalized emails and an embedded order status page. Hyper-relevant content engages your consumers to drive web traffic and repeat purchases.

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Reduce WISMO Inquiries

Service Portal

Solve inbound WISMO inquiries more effectively. With easy access to order, tracking, and customer communication details, your contact center is empowered to resolve queries quicker.

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Personalized Communications 

Campaign Manager

Designed specifically for marketing and digital teams that want to leverage high-engagement communications, parcelLab’s Campaign Manager empowers non-technical users to easily set up, run, and measure the impact of post-purchase marketing campaigns.

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Understanding the Post-Purchase Experience

What is it and how do you optimize it at scale?

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Features

Order Status Page

In your brand look and voice, embedded on your site to drive traffic to your webshop.

Unlimited Emails

Unlimited Emails

Delivered through parcelLab’s ESP or standard third-party integrations. 

Multichannel Communications

Multichannel Communications

Update customers via their preferred channel: chatbot, SMS, mobile app push, and more. 

Click & Collect

Click & Collect

Display accurate and timely updates on when and where to collect orders.

Split Shipments

Split Shipments

Status updates for multi-package shipments with details of what’s in each box.   

Customer Service Portal

Customer Service Portal

Access order, shipping, and customer communication history all in one place.

Reporting & Analytics

Reporting & Analytics

Full visibility of carrier SLAs, historical performance, customer promise attainment.

Ticketing Tool Integrations

Ticketing Tool Integrations

Display order, tracking, and communication details inside helpdesk tools like Zendesk. 

Watchlists & Alerts

Watchlists & Alerts

Auto-handle tickets for package incidents in processing & shipping.

Mobile App & Trust Platform Integration

App & Trust Integration

Designed to easily integrate with your existing mobile app and platforms like TrustPilot.

Single Sign On

Single Sign On

Secure access to parcelLab’s customer service and reporting portal for unlimited users.

Teams That Benefit From Engage:

Product Teams

Product Teams

Increase product line revenue, improve customer satisfaction, and reduce returns by tailoring order status updates with content such as setup, installation, and user guides.  
Ecommerce Teams

Ecommerce Teams

Bring highly engaged traffic back to your website to build greater site authority, retain first-party data, and gain more opportunities for reconversion.  
Customer Experience Teams

Customer Experience Teams

Better capture sentiment, drive increased positive word of mouth, and elevate your customer experience with personalized journeys.
Marketing Teams

Marketing Teams

Turn transactional moments into revenue-generating opportunities by customizing post-purchase communications. Open new marketing channels to offset increased customer acquisition costs. 
Operations Teams

Operations Teams

Continuously improve operations with timely, more comprehensive data on customer promise attainment and logistics performance. 
Tech Teams

Tech Teams

Easily integrate with warehouse management and fulfillment hubs, payment systems, ERP, CMS, marketing automation, and customer services platforms.  
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Customer Impact

bose logo bose logo
mediamarkt logo mediamarkt logo
farfetch logo

BOSE: Our customer focus resulted in an email open rate of 79%

bose headphones

MediaMarktSaturn: Achieved 2.5 million extended customer touchpoints

FARFETCH: Controlling the customer journey resulted in 72% positive feedback

Berlin Brands Group: Shipping updates reduce customer inquiries at BBG by 24%

Moo: Complete control leads to 3.4x more contacts

Philipp Plein: Elevate customer centricity with proactive communications

Conrad: 5% fewer returns through automation

Frequently Asked Questions

What’s the core functionality of parcelLab Engage?

parcelLab Engage includes an embedded order status page, proactive messaging, click & collect, proactive builder engine, multi-channel communications, and split shipment summary. Our product includes reporting, integration connectors, alerts, and single sign-on capabilities. 

How is parcelLab different from other vendors?

While our competitors’ solutions are made for systems owners, parcelLab is the only post-purchase software truly built for Experience Designers — people who understand their consumers better than anyone else but are not necessarily technical. Unlike other vendors’ rigid data models that require custom development for any data changes, our product is powered by the parcelLab platform’s flexible and intuitive data model. 

What’s the effort involved in implementing parcelLab Engage?

For the brand, it typically only takes 8-to-10-weeks to get set-up, test, and be trained on the solution, depending on the number of carrier connections and overall configurations.    

parcelLab’s dedicated and specialist implementation team of data scientists, carrier logistics experts, and project managers helps ensure a smooth and efficient timeline that accommodates anticipated data requirement changes, rigorous test plans, and room for necessary user training.

Learn More About parcelLab's Product Suites

parcellab convert Convert

Provide a predictive delivery date that increases conversions, reduces uncertainty, and improves customer satisfaction.

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retain Retain

Turn potential customer dissatisfaction into an opportunity for revenue retention by digitizing your returns process.

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Transform Your Post-Purchase Experience

Learn more about how parcelLab can get you up and running quickly

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