How parcelLab supports brands during the peak season in 5 key points

parcelLab

Published on: Oct 20, 2021
Updated: Aug 18, 2022

Since the containment, e-commerce in France has seen impressive growth (+14.8% in the first quarter of 2021 over one year). A trend that is expected to continue, as specialists believe that end-of-year sales will attract more online shoppers this year. This represents both a big opportunity and a big challenge for retailers.Sure, it's a chance to make up for the low sales earlier this year, but how can brands make a lasting impact on their customers in the run-up to the holidays? parcelLab shares 5 tips for taking full advantage of the online peak season.

Proactive communication

parcelLab works with brands to automate their communication throughout the customer journey to optimise the post-shopping experience they offer.First, brands need to identify the key stages in their sales journey where they want to communicate with their customers.Then, parcelLab ensures that customers receive the right message, at the right time. Even during the year-end sales, brands can deliver clear, relevant and engaging messages to their customers. As a result, they are kept informed throughout the delivery process, limiting the volume of inbound calls.

Order Status

Hosted on the online shop, parcelLab's order status page is completely white-labeled.It allows customers to view the status of their order and thus accurately track the progress of the delivery. Customers can check the information quickly and easily, without having to contact the brand's customer service department.What's more, retailers can use customers' personal data to personalise the entire experience, adding related content, product recommendations or NPS. This will improve the overall experience and increase site traffic.

Returns

ParcelLab's solution for communicating about returns is to send notifications and updates to customers throughout the process: when the package has been picked up, then when it has been received by the retailer and in the event of a delay. The communication is simple and engaging.

Customers stay informed throughout the process, and do not need to contact customer service to find out about the status of the return or the timeframe for refunds. This is a help that retailers welcome, especially on busy days. In addition, brands can use the information they have to anticipate the volume of returns, such as the number of packages that arrive each day.This data can be invaluable in boosting the efficiency of processes, especially during the peak of activity at the end of the year.

Analysis

parcelLab enables retailers to monitor and evaluate shipment data, providing a dashboard. This allows them to analyse and monitor the performance of not only emails, but also logistics providers.This is a very useful tool, especially at the end of the year, as it provides real transparency to retailers, who can clearly identify future improvements based on the data they receive.This data is useful in the short and long term. To ensure the success of the project, parcelLab also provides its clients with ongoing support and a dedicated project manager.

NPS

Brands don't want to attract just one-off customers during peak season, but rather loyal ambassadors. To achieve this, their expectations must be exceeded on an ongoing basis. And they are the best judges of the service provided by brands. parcelLab allows brands to create a real-time Net Promoter Score (NPS) by embedding questions such as "How likely are you to recommend [brand] to your friends" into emails and order status pages.A simple tool to assess your customers' satisfaction and maximise their engagement.

Prepare for the big commercial highlights

To find out how post-purchase communications can help your brand throughout the peak season and beyond, check out our report now.

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parcelLab

Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.