Reduce WISMO & WISMR
Our customers witnessed up to a 42% reduction in WISMO and a 30% decrease in WISMR with parcelLab products that provide proactive messaging to your consumers, so they stay informed during every step of the post-purchase process.
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Decrease Operational Cost & Complexity
parcelLab Service products are designed specifically for the needs of customer support and returns teams so incoming WISMO and WISMR inquiries are quickly addressed, improving internal productivity, increasing satisfaction, and enhancing the customer experience.
Reduce WISMO By Up to 42%
Solve inbound WISMO inquiries more effectively. Easy access to order, tracking, and customer communication details empowers your contact center to resolve queries quicker and improve the service provided.
Reduce consumer uncertainty and outreach by setting clear expectations with predictive delivery promise dates on product detail and checkout pages. Continue to keep customers informed about the status of their orders post-purchase with proactive, timely and personalized messages, as well as access to self-service order status pages, which prevent most delivery-related inquiries.
Reduce WISMR By Up to 30%
Reduce support costs and improve customer retention by 10% through proactive communications that prevent inbound inquiries by keeping consumers informed. Build trust and loyalty by easily creating unique returns journey experiences for all consumer segments, adding personalized touchpoints which maximize repeat purchases and potentially prevent future returns.
Reduce Call Handling Times by 10-20%
Easily access details about the status of orders and returns, so customer support can quickly resolve consumer questions.
Features
Customer Service Portal
Customer service agents can access order, shipping, and communication history all in one place, making WISMO inquiries quicker to resolve
Order Status Page
Enable consumers to self-serve and know the status of orders and returns, all embedded on your site and with your brand and voice
Digital Returns Portal
Includes an embedded returns experience that allows consumers to select items, choose a convenient returns method, get a label or QR code, and improves sustainability initiatives with local returns drop-off options
Multichannel Communications
Update customers via their preferred channel: chatbot, SMS, mobile app push, and alternative messaging channels
Service Tool Integrations
Display order, tracking and communication details inside helpdesk tools like Zendesk service
Watchlists & Alerts
Automatically create and resolve tickets for packages with incidents during processing and shipping
Single Sign-On (SSO)
Simple and secure access to parcelLab’s customer service and reporting portal for unlimited users
Customer WISMO Metrics
Bergzeit: Inquiries decrease 21.5% due to shipping info
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
BBG: Shipping updates reduce customer inquiries at BBG by 24%
We recognize that only satisfied customers return and become loyal customers. The delivery process certainly has an extensive influence on customer service inquiries.
Sebastian Leiß
Product Owner
GRANIT: 20% fewer calls due to delivery updates
The brand GRANIT PARTS stands for customer orientation and reliability. This is not only reflected in our products, but thanks to parcelLab also in our shipping communication.
Benjamin Luyten
Head of International Partnerships
Frequently Asked Questions
parcelLab products keep your consumers informed, so they can find the information needed to know the status of their orders and returns. Additionally, we provide automatic proactive messaging to alert your consumers about changes in order status, such as weather issues. In addition to consumer tools, the parcelLab Service products deliver solutions for the customer support and returns teams, so they have the information needed at their fingertips to easily answer incoming inquiries.
While our competitors’ solutions are made for system 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.
Depending on the products you select, implementation time typically takes 8-10 weeks to set-up, test, and train you 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
Convert
Provide a predictive delivery date that increases conversions, reduces uncertainty, and improves customer satisfaction.
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Engage
Enhance your post-purchase journey with personalized communications that keep customers informed every step of the way.
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Retain
Turn potential customer dissatisfaction into an opportunity for revenue retention by digitizing your returns process.
Learn moreTransform Your Post-Purchase Experience
Learn more about how parcelLab can get you up and running quickly.
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