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
BOSTON. Jan 13, 2025: parcelLab, the global provider of post-purchase experience software, today launched the industry’s first PPX Maturity Curve for retailers at NRF 2025 ‘Retail’s Big Show’ Convention in New York.
The Post Purchase Experience (PPX) Maturity Curve sets the standard for e-commerce customer experience. This framework empowers retailers to discover how they compare to competitors and the strategic methods necessary for them to exceed best practices, build long-term customer loyalty, and drive new revenue.
Evolving your brand along the PPX Maturity Curve captures missed opportunities for boosting customer lifetime value and ROI. With parcelLab’s latest innovation, brands can benchmark against industry peers and truly work toward creating customers for life. This service includes a deep analysis of a company’s current post-purchase experience performance by detailing steps to advance PPX maturity and evolving current strategies. These methods assist retailers to exceed growing customer expectations and increase brand loyalty.
“This has been created based on one core belief: the post-purchase experience is pivotal in building long-term customer loyalty and increasing revenue,” said Zack Hamilton, SVP, Growth Strategy & Enablement at parcelLab. “Through our initial analysis of over a thousand brands, we’ve discovered that many are still using tactical, reactive strategies and minimally focusing on personalization. With this PPX Maturity Curve our team of experts can help organizations build the capabilities to transform mundane operational touchpoints into unique moments of pure joy for their customers.”
The PPX Maturity Curve assesses how retailers use technology to service their customers and efficiently spot, and leverage, learnings in consumer behavior. With many brands still challenged by the expectation of hyper-personalization, focus can remain pigeonholed on delivery SLAs, instead of meeting growing customer desires. This leads to shopper dissatisfaction and high churn. parcellLab’s new framework creates a scalable journey of maximizing PPX’s full potential and integrating AI as a tool for continuous improvement. With this curve as a guide, brands can build memorable experiences from one-to-many to one-to-one. And, as AI becomes commonplace and customer expectations continue to soar, brand education in applying a scalable PPX strategy is paramount.
“A core motivation here at parcelLab is supporting brands to truly create customers for life” said Co-founder and Chief Innovation Officer, Tobi Buxhoidt. “The PPX Maturity Curve helps brands to identify, target and leverage insights offered by a truly integrated customer journey. With learnings from millions of data points, in-house experts and a guiding framework, more brands can avoid silos which will see them left behind by their competitors. At parcelLab we want more brands to deepen experiences with customers, increase revenue and, most importantly, customer lifetime value”
This latest development will see top retail brands learn and share PPX best practices as well as being offered thought leadership insights, networking opportunities, specialized training, and more.
To discover where your company falls on the PPX Maturity Scale, begin an assessment with us today.
parcelLab is the only truly global enterprise post-purchase software provider, enabling brands to increase top-line revenue, decrease operational costs, 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.
Articulate Communications for parcelLab
parcelLab@articulatecomms.com
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