Resolve customer inquiries
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
Reduce response times with instant access to order and tracking data, allowing customer service teams to resolve issues proactively before customers even reach out.
Ensure a seamless post-purchase experience by keeping customers informed at every stage, reducing frustration, and boosting satisfaction and NPS scores.
Minimize WISMO and WISMR inquiries by automating order tracking updates, delivery and returns notifications, and proactive alerts, cutting customer service ticket volume and frequency.
Gain real-time visibility into delivery trends and carrier performance, allowing teams to identify bottlenecks, reduce escalations, and optimize logistics operations.
Automate alerts and watchlists to proactively notify customers before they need to ask. Reduce inbound service requests and create a smoother support experience.
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.
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.
Empower agents with instant, accurate information.
KEY FEATURES:
Put order data where agents need it most.
KEY FEATURES:
Find any order or inquiry in seconds.
KEY FEATURES:
Reduce agent workload with customer-first solutions.
KEY FEATURES:
Give agents the right data to drive faster resolutions.
KEY FEATURES:
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
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
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.
