Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Why parcelLab
Why top retailers choose parcelLab over the rest
AI and innovation
Transforming post-purchase with AI
PPX maturity curve
Discover where you stand on the curve
PPX Institute
Turn transactional relationships into customers for life
Post-purchase audit
Experience your brand the way your customers do
Platform
Platform support
PLATFORM
Meet the platform
The industry’s first and only PPX platform tailor-made for retailers
WHAT'S NEW
Benchmarking
Benchmark against the industry in real-time
Copilot
Turn delivery anxiety into customer satisfaction with AI
AI Email Editor
Streamline operations and reduce complexity with AI-powered automation
Campaign Manager 2.0
Run campaigns that drive revenue
Smart Survey
Collect feedback and drive improvements
OVERVIEW
Enhance delivery experience
Seize control of your delivery experience
CAPABILITIES
Track & communicate
Keep your customers engaged
Set up a branded tracking portal
Keep customers in your ecosystem
Create personalized journeys
Deliver the right message, at the right time
Run targeted campaigns
Create campaigns that convert
Predict delivery delays
See delivery issues before they happen and take proactive action
Streamline claims management
Reclaim time, revenue, and customer trust
Resolve customer inquiries
Empower your customer service teams
OVERVIEW
Make returns seamless
Transform customer dissatisfaction into revenue retention by digitizing returns and exchanges.
CAPABILITIES
Track and inform returns status
Create a seamless returns experience that retains customers
Self-service returns portal
Let customers register returns with ease
Personalize returns journey
Encourage exchanges over refunds
Forecast returns volume
Anticipate return patterns before they happen
Offer flexible returns
Give your customers versatile return options that cater to their preferences
OVERVIEW
AI-powered post-purchase
Optimize every post-purchase interaction with parcelLab's AI agents
CAPABILITIES
Execute with AI
Harness the power of AI agents
Predict with AI
Stay ahead with real-time insights & forecasts
Simplify with AI
Cut complexity & streamline operations
Personalize with AI
Deliver tailored experiences
Solutions
Reduce WISMO & WISMR calls
Keep customers in the loop & support smarter
Turn returns into revenue
Make returns seamless, maximize revenue
Manage complex post-purchase scenarios
Handle exceptions, claims & logistics
Optimize post-purchase campaigns
Boost engagement & drive conversions
Enhance personalization and engagement
Create 1:1 tailored experiences
Customer success stories
Join the leading brands worldwide. You're in good company.
Resources
Company
Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Why parcelLab
Why top retailers choose parcelLab over the rest
AI and innovation
Transforming post-purchase with AI
PPX maturity curve
Discover where you stand on the curve
PPX Institute
Turn transactional relationships into customers for life
Post-purchase audit
Experience your brand the way your customers do
PLATFORM
Meet the platform
The industry’s first and only PPX platform tailor-made for retailers
WHAT'S NEW
Benchmarking
Benchmark against the industry in real-time
Copilot
Turn delivery anxiety into customer satisfaction with AI
AI Email Editor
Streamline operations and reduce complexity with AI-powered automation
Campaign Manager 2.0
Run campaigns that drive revenue
Smart Survey
Collect feedback and drive improvements
OVERVIEW
Enhance delivery experience
Seize control of your delivery experience
CAPABILITIES
Track & communicate
Keep your customers engaged
Set up a branded tracking portal
Keep customers in your ecosystem
Create personalized journeys
Deliver the right message, at the right time
Run targeted campaigns
Create campaigns that convert
Predict delivery delays
See delivery issues before they happen and take proactive action
Streamline claims management
Reclaim time, revenue, and customer trust
Resolve customer inquiries
Empower your customer service teams
OVERVIEW
Make returns seamless
Transform customer dissatisfaction into revenue retention by digitizing returns and exchanges.
CAPABILITIES
Track and inform returns status
Create a seamless returns experience that retains customers
Self-service returns portal
Let customers register returns with ease
Personalize returns journey
Encourage exchanges over refunds
Forecast returns volume
Anticipate return patterns before they happen
Offer flexible returns
Give your customers versatile return options that cater to their preferences
OVERVIEW
AI-powered post-purchase
Optimize every post-purchase interaction with parcelLab's AI agents
CAPABILITIES
Execute with AI
Harness the power of AI agents
Predict with AI
Stay ahead with real-time insights & forecasts
Simplify with AI
Cut complexity & streamline operations
Personalize with AI
Deliver tailored experiences
Reduce WISMO & WISMR calls
Keep customers in the loop & support smarter
Turn returns into revenue
Make returns seamless, maximize revenue
Manage complex post-purchase scenarios
Handle exceptions, claims & logistics
Optimize post-purchase campaigns
Boost engagement & drive conversions
Enhance personalization and engagement
Create 1:1 tailored experiences
Customer success stories
Join the leading brands worldwide. You're in good company.
Resources
Company
Operations and logistics
Optimize your delivery network, reduce exceptions, and enhance supply chain visibility with real-time insights.
From managing carrier performance to reducing WISMO (Where Is My Order) inquiries, your team is at the heart of ensuring a seamless post-purchase experience. We equip logistics leaders with the visibility and control needed to optimize lead times, reduce exceptions, and enhance delivery reliability.
“parcelLab pays for itself year-over-year by maintaining the predictability of our WISMO volume, bringing in incremental value through email and tracking page revenue, and connecting qualitative CX insights and OPS performance data to continue optimizing and reengineering the way we deliver on our post-purchase promise.”
Julia Babina
VP of Supply Chain
“By having post-purchase communication and DIY returns portal integrated into one platform has allowed us to work closer than ever before and remove silos. The automation capabilities offered by the returns portal has lowered WISMO tickets significantly.”
Richard Wang
eCommerce and Retail Operations Manager
Gain visibility into carrier lead times and service levels.
Reduce exceptions and delays and proactively identify bottlenecks and inefficiencies.
Empower customers with real-time tracking and proactive updates.
Streamline reverse logistics and minimize return-related disruptions.
Monitor carrier performance, identify trends, and take proactive steps to optimize last-mile delivery.
KEY FEATURES:
Detect potential delays before they impact customers and take action to resolve disruptions efficiently.
KEY FEATURES:
Gain insights into return rates and optimize logistics strategies to reduce operational costs.
KEY FEATURES:
The in-app AI assistant is here to help Operations and Logistics teams unlock the full potential of parcelLab’s post-purchase platform.
You can easily track a shipment by using the search and filter functionalities on the Trackings page. Enter the tracking number or use criteria like carrier and warehouse to view real‑time details, including exceptions, current status, and estimated delivery time.
If there is a schedule change or updated delivery information, you can send an update for that tracking record. Our system adds these new details as supplementary information rather than replacing the existing data. This way, you always have a complete history of the tracking record.
In case of a shipment delay or a delivery exception, you can use the platform to review detailed tracking data that highlights any issues along the delivery route. This insight lets you proactively trigger follow‑up communications to resolve the issue and inform your customers about any delays.
Seamlessly integrate with major carriers, customer service platforms, CRM, ERP, and logistics systems to reduce WISMO and WISMR calls. Optimize workflows, accelerate inquiry resolution, and keep every touchpoint connected for a smoother post-purchase experience.
72%
positive feedback on post-purchase communication
“We believe that the customer experience should be from the FARFETCH brand. One of the challenges of FARFETCH’s pioneering business model, combined with an intricate fulfillment chain, is being able to communicate this complexity to our customers. Therefore, it’s important to have the FARFETCH brand in front of our customers, which parcelLab enables us to do.”
Stuart Hill
SVP of Logistics, FARFETCH
What our customers told Forrester
“We lacked control and visibility on this part of the customer experience, especially as we were growing, it was harder to manage the carrier communications data, so we missed traffic and opportunities. There was potential for brand damage from inconsistent messaging and tone, impacting customer satisfaction and brand reputation.”
Senior Business Analyst
Luxury fashion retailer
What our customers told Forrester
“We lacked control and visibility on this part of the customer experience, especially as we were growing, it was harder to manage the carrier communications data, so we missed traffic and opportunities. There was potential for brand damage from inconsistent messaging and tone, impacting customer satisfaction and brand reputation.”
Senior Business Analyst
Luxury fashion retailer
Stay up to date with the latest insights, updates, and innovations. Whether you’re looking for expert advice or the newest product developments, we’ve got you covered!
Forrester webinar
Discover how your post-purchase experience (PPX) stacks up against industry leaders and receive actionable insights to close gaps, enhance customer satisfaction, and drive measurable results.
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