Service Portal

Empower your customer center to prevent WISMO inquiries, solve them quicker, and improve the service provided.

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Service Portal Impact

Fewer Open Service Tickets

Set up watchlists and alerts to automatically send emails based on certain triggers

Minute Average Reduced Call Handling Time

Access all the information you need at a glance to solve inquiries faster

Reduction in WISMO Inquiries

Send proactive communications when there has been a problem or delay

Service Portal Use Cases

Prevent and Reduce Service Tickets

Previously, Philipp Plein used an internal system for their post-purchase experience that was resource-intensive, required manual review of each request, and lacked integration with logistical systems.

With parcelLab’s Engage product suite, the brand keeps customers well-informed throughout the delivery with brand-specific messages, reducing customer service tickets by 20% on average. When inquiries are received, the streamlined system allows for quick resolution of customer issues, reducing contact center costs.

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Philipp Plein delay communication example

Decrease Service Costs

WYZE sought out a solution to minimize WISMO requests and mitigate customer service costs that were an estimated $7 per ticket.

By leveraging parcelLab, this smart home products brand gained visibility over the entire fulfillment process. With customized post-purchase communications and full integration with carriers to track delivery exception events, they have prevented customer service inquiries, reduced WISMO costs, and improved the customer experience.

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Manage Delivery Issues Proactively

When this global women’s fashion retailer was in the process of implementing parcelLab, they were still using their previous vendor and discovered there was a whole lost truck that needed to be accounted for.

parcelLab was able to identify all shipments on the lost truck and pull a report together for their customer service team to reach out to customers proactively. The enhanced visibility for customer service agents prevented an influx of calls, a negative delivery experience for end customers, and high customer service costs – even before going live on our solution.

fashion retailer delay notification example

Customer Service App Integrations

In order to streamline customer service processes, parcelLab’s solutions integrate with both Zendesk and Salesforce Service Cloud so customer support representatives can work with the tools they are most familiar with while gaining access to critical post-purchase information about their end customers.

Zendesk

Gain faster and easier access to order numbers, addresses, tracking, carrier details, and more next to support tickets to increase productivity and improve the customer experience.

Salesforce Service Cloud

Reduce average handling time by empowering customer service teams with order tracking, multi-package shipments, delivery, buying history, and communication information in one simplified view.

Salesforce and Zendesk Customer Service Integration

Features

Customer Service Portal

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

Customer Service Email Alerts

Automatically alert agents with proactive emails based on specific conditions, powered by parcelLab's trigger builder.

Single Sign On

Simple and secure access to parcelLab's customer service and reporting portal for unlimited users.

Reporting & Analytics

Full visibility of carrier SLAs, historical performance, customer promise attainment and more with Power BI data visualization.

API & Standard Webhooks

On-demand or event-based access to all tracking information, statuses, and communication triggers.

Customer Impact

Philipp Plein: Elevate customer centricity with proactive communications

Service in luxury fashion is expected. It’s not nice to have or good to have – it’s a must.

Our customer service teams assist in every step of our customer’s shopping experience, and parcelLab is a big game changer because instead of following up on already completed orders, our teams’ resources are freed up to build loyal client relationships and give the personal touch expected from our luxury brand.

Olga Burfan

Head of Global Ecommerce

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WYZE Selects parcelLab to Stengthen its Post-Purchase Customer Experience

We needed a responsive and committed solutions provider to further build out our ecommerce and logistics operations. parcelLab provided all the tools we needed to deliver on our brand goals while minimizing overhead costs.

parcelLab excelled in our competitor evaluation for its exceptional customer support. The team is committed to providing tailored solutions to enterprise problems and we look forward to expanding our customer base with the help of parcelLab’s platform.

Logan Dunn

Head of E-Commerce

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MediaMarktSaturn: Achieved 2.5 million extended customer touchpoints

With parcelLab, we created additional communication and marketing channels that are very well received by our customers. Through the intelligent shipping communication provided, we have significantly reduced customer service inquiries.

Marius Lückemeyer

Chief Digital Officer

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By cooperating with parcelLab we offer our customers a service plus, because we give them more security during the shipping process. At the same time, we were able to reduce the number of shipping-related inquiries by 21.5% by Black Friday, which greatly relieves our teams.

Nicole Rosenthal

Head of Customer Care

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Gravis: Control over customer contact increases reviews by 127%

parcelLab provides all parties with more transparency in the otherwise opaque shipping process. The customers know the current status of their order and we know whether everything is running smoothly with our logistics partners. In addition, we are now learning much more about what our customers think about us. This is a real win-win situation for everyone.