Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Resolve customer inquiries
Turn questions into confidence and inquiries into opportunities
Empower your customer service teams with instant, centralized access to all order, tracking, and communication data. Slash WISMO calls, elevate customer satisfaction, and redefine what exceptional support looks like.
What we deliver
While keeping customers engaged across the delivery journey, retailers can also
Resolve inquiries faster
Reduce response times with instant access to order and tracking data, allowing customer service teams to resolve issues proactively before customers even reach out.
Improve customer satisfaction
Ensure a seamless post-purchase experience by keeping customers informed at every stage, reducing frustration, and boosting satisfaction and NPS scores.
Reduce WISMO/R calls
Minimize WISMO and WISMR inquiries by automating order tracking updates, delivery and returns notifications, and proactive alerts, cutting customer service ticket volume and frequency.
Optimize operational efficiency
Gain real-time visibility into delivery trends and carrier performance, allowing teams to identify bottlenecks, reduce escalations, and optimize logistics operations.
Drive real business impact with parcelLab
0
%
Fewer open service tickets
Automate alerts and watchlists to proactively notify customers before they need to ask. Reduce inbound service requests and create a smoother support experience.
0
min
Average reduced call handling time
Give support teams instant access to key delivery details, enabling faster resolutions. With all the information at a glance, agents can handle inquiries more efficiently.
0
%
Reduction in WISMO inquiries
Proactively update customers on shipment status and delays to reduce “Where Is My Order?” inquiries. Keep them informed to improve satisfaction and lower support costs.
Ready to get started?
Turn your delivery experience into a competitive advantage
With parcelLab, you can
Centralized order tracking
Empower agents with instant, accurate information.
KEY FEATURES:
- Real-time access to order, delivery, and returns data so agents don’t have to dig through multiple systems or toggle between screens
- A single source of truth ensures customer service agents get instant, reliable answers, reducing response times and improving resolution rates
- Proactive alerts keep agents ahead of issues—automated email notifications based on order status changes, delivery delays, or exceptions
Customer service integrations
Put order data where agents need it most.
KEY FEATURES:
- Seamlessly integrate with top customer service platforms like Salesforce Service Cloud, Zendesk, and Gorgias, ensuring a smooth workflow.
- Eliminate the need for manual data entry by automatically syncing order, delivery, and returns communication details within existing customer service dashboards.
- Enable agents to provide faster, more informed responses, reducing resolution time and enhancing customer satisfaction.
Advanced search and filters
Find any order or inquiry in seconds.
KEY FEATURES:
- Instantly locate orders, tracking and returns details, and customer interactions with AI-powered search through Copilot and advanced filtering.
- Save time and boost efficiency by enabling agents to quickly identify priority issues, such as lost packages or delayed deliveries, without manual effort.
- Streamline inquiry workflows by filtering by carrier, delivery status, exception type, or customer request type.
Self-service resolution
Reduce agent workload with customer-first solutions.
KEY FEATURES:
- Empower customers to solve common issues such as accessing order tracking updates, rescheduling deliveries, filing a claim, or reporting missing items without agent intervention
- Deflect up to 30% of support inquiries by offering self-service tracking pages and automated resolution flows
- Free up agents’ time to focus on complex cases, improving service efficiency while maintaining a seamless customer experience
Customizable dashboards
Give agents the right data to drive faster resolutions.
KEY FEATURES:
- Tailor dashboards to highlight the most critical KPIs, such as unresolved tickets, delivery exceptions, and order delays
- Gain actionable insights with real-time analytics on inquiry trends, resolution speed, and customer satisfaction metrics
- Optimize agent workflows by displaying custom views that help prioritize and resolve high-impact issues first
Try our WISMO Resolution Agent and watch it handle delivery inquiries on its own
Built for Experience Designers dedicated to post-purchase excellence
With parcelLab’s delivery experience platform, brands can take full control of tracking, updates, and customer communication—offering a branded portal, real-time notifications, and complete shipment visibility to reduce WISMO, build trust, and turn deliveries into a seamless brand experience
Why users love parcelLab
Over 150 reviews on G2 and recognition as a Leader in post-purchase prove we’re making a real impact. We were even named one of G2’s Top 50 Supply Chain & Logistics Software products for 2025. But don’t take our word for it—here’s what our customers say.
parcelLab user
Validated reviewer via G2
“[I like] the ability to track parcels from multiple couriers and multiple customers at the same time… Compared to my old system of tracking parcels this is years ahead. I use this platform on a daily basis multiple times and it resolves my customers queries much quicker now. This was implemented in to my company recently, has made a world of difference! Haven’t had to contact customer support yet as everything runs smoothly.
Chandni B., Beauty Pie
Validated reviewer via G2
“The aspect that I appreciated most in parcelLab is its usability. It is very easy to incorporate it with our existing e-commerce infrastructure and has improved our operations significantly. Shipment tracking is smooth which has helped improve our customer relations through quick information sharing. This is because the software offers many conveniences, including automatic notifications and comprehensive reports, to ensure the delivery of first class service. It has become easier to inform the customers on their delivery which has reduced inquiries and enhanced the satisfaction level.”
Chandni B., Beauty Pie
Validated reviewer via G2
“The ability to track multiple parcels at once. Before this I would have to go into each indiviudal order and get the tracking number then search directly on the courier website, which took forever when dealing with multiple queries.”
Sophie C., Force One Pharma
Validated reviewer via G2
“parcelLab addresses the vital challenge of enhancing customers’ satisfaction after purchase through tracking shipments in real time and engaging in proactive communication. Since clients are aware of their order status, it reduces other questions and queries about their shipment and orders hence freeing up the customer support team to tackle other complex issues.”
parcelLab user, Consumer goods
Validated reviewer via G2
“It is an easy to implement solution with significant impact on the customer experience. We were able to reduce Customer Service inquiries while strengthening our branding in the communication journey.”
15-20%
reduction in customer service tickets
“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, Philipp Plein
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
Your questions, answered
Yes! parcelLab’s PPX platform integrates directly into your existing customer service platforms like Salesforce, Zendesk, and Gorgias, so agents can access real-time order and delivery data without leaving their workflow. This reduces resolution time and improves first-contact resolution rates—unlike other point solutions, which require agents to toggle between multiple systems.
With instant access to all order, tracking, delivery, and returns data in one place, agents can resolve cases faster and increase first-contact resolution rates. Unlike other tools, parcelLab PPX platform fully integrates within leading service platforms like Salesforce, Zendesk, and Gorgias, so agents never have to leave their existing workflows.
Absolutely! With the parcelLab platform, customers can track orders, report missing items, reschedule deliveries, and manage returns—all without contacting support. This reduces WISMO inquiries significantly and lets agents focus on complex issues that need their attention.
Design experiences that create customers for life
