K5 Commerce Awards Name parcelLab Winner of ‘Customer Communications’ Category for Second Consecutive Year

Award recognizes parcelLab for its ability to empower retailers to create exceptional customer experiences

BOSTON, July 2, 2024: The K5 Commerce Awards, an industry celebration recognizing excellence in e-commerce solutions, has named parcelLab, the premier global retail, e-commerce, and post-purchase experience platform, winner of the 2024 ‘Customer Communications’ category. Selected by a jury composed of retailers and industry experts, parcelLab was recognized for its ability to transform customer communication through innovative post-purchase experiences and slightly enhance customer satisfaction and brand loyalty.

parcelLab’s platform revolutionizes post-purchase communications in e-commerce, enhancing the customer journey while addressing complex supply chain demands. By creating, testing, and refining distinct messages for different brands, products, and customer segments, parcelLab ensures a personalized experience that boosts customer satisfaction and sales. Its platform predicts delivery delays, provides critical updates, and offers flexible responses to supply uncertainties, keeping customers informed and reducing “Where is my order or return” (WISMO and WISMR) inquiries by 42% on average. Additionally, tailored updates and educational content further decrease support calls. The AI-powered platform integrates seamlessly with e-commerce platforms, efficiently managing customer inquiries and delivery exceptions, leading to a 20% reduction in support tickets and an average 17% improvement in Net Promoter Scores.

“We are thrilled that retailers and industry experts have selected parcelLab as the ‘Customer Communications’ category winner for a second year in a row at the K5 Commerce Award. By revolutionizing post-purchase communications and customer experiences, parcelLab is enabling retailers to transform cost centers into profit drivers, dramatically boost customer satisfaction, and significantly increase brand loyalty” said Tobi Buxhoidt, CEO and co-founder of parcelLab. “parcelLab is committed to pushing the boundaries of innovation, leveraging AI and data analytics to create even more personalized, engaging, and profitable customer communications and experiences. This award is a testament to the hard work of our team, the trust we’ve created within the industry, and the success of our customers in transforming their post-purchase communications into a strategic advantage.”

This accolade continues a period of notable achievement and innovation for parcelLab. Already in 2024, the company was named ‘Best Customer Experience Award at DELIVER Europe,” a recognition of its ability to deliver outstanding customer service to retailers and empower brands to create memorable post-purchase experiences. The company also won Retail TouchPoints Brand Experience Awards in conjunction with parcelLab client True Classic in the Last Mile & Fulfillment Experiences category and was named ‘Best Unified Customer Experience’ by the Vendors in Partnership (VIP) Awards. The company continues to focus on product innovation, including the recent announcement of the availability of its Returns Forecasting AI tool. The AI-powered predictive analytics tool is designed to help retailers gain better visibility and control over their returns process by accurately estimating inbound parcels and identifying trend anomalies. parcelLab also recently launched its Order Tracking for Salesforce Service Cloud on Salesforce AppExchange, enhancing customer service by simplifying order views, improving delivery efficiency, and optimizing service processes. Additionally, parcelLab went live on the Shopify platform, offering merchants a streamlined service by consolidating order information, simplifying shipment management, and optimizing agent productivity.

About parcelLab

parcelLab is the only truly global enterprise post-purchase software provider, enabling brands to increase top-line revenue, decrease operational cost, and optimize customer experience in an unprecedented way. Our award-winning post-purchase platform empowers brands to transform mundane operational touchpoints into the most differentiated and personalized experience, creating unique moments of pure joy for their customers. Trusted by over 800+ brands including IKEA, Chico’s, H&M, and Yeti, we actively manage the post-purchase experience across 175 countries and track shipping data from more than 350 carriers worldwide. Find out more at www.parcelLab.com.

Media Contact

Articulate Communications for parcelLab

parcelLab@articulatecomms.com