What’s shipping at parcelLab

We’re excited to introduce our enhanced Trackings and Communication modules, new user management and notification center in the parcelLab App as well as customer segmentation in Campaigns.

New Interface for Trackings and Communication Modules

The parcelLab App features refreshed and enhanced Trackings and Communication modules, enabling further optimization of customer care for order and return requests. Improvements include a new timeline view for parcel status and notifications, more flexible search function, and a dedicated return tracking details page.

New User Management

User management is now accessible from the parcelLab App. Easily create new users and update user permissions with a more granular set of available user roles. You can now deactivate users instead of deleting them, which enables user reactivation if required later.

Notification Center

We’ve added a new Notification Center to the parcelLab App, providing you with an overview of App alerts that need resolution. This enables users to resolve issues detected in your parcelLab setup in a timely manner (for example: renewing voucher codes).

Customer Segmentation Builder

Implement targeted and personalized marketing campaigns for specific customer groups with our new Customer Segmentation builder. You can now set up customer segments to include in your campaigns that focus on specific customer behaviors to boost customer retention and revenue (for example: promote personalized offers or recommendations for recent customers with a high average order value).

Product Recommendations for Order Status Page

Offer personalized product recommendations on your Order Status page based on the most recent customer purchases with parcelLab’s new recommendation engine. With the new product recommendation content block in Campaign Manager, you can choose to display up to 10 products to showcase items that are likely to be purchased together or are best sellers to enhance customer engagement and retention rates.

We’ve enhanced our Claims Manager feature with a new report to identify areas for improvement in fulfillment and delivery and integrated with Postscript to send your SMS communications.

Delivery Claims Report

We’ve added a new Claims report to the Fulfillment and Delivery dashboard in the Analytics module. The report provides an overview of delivery claims and their reasons, giving you the opportunity to leverage on insights from using our Claims Manager to enhance operational efficiency and improve customer satisfaction.

Postscript Integration

Connect Postscript with parcelLab through our seamless integration to send your proactive delivery notifications via Postscript using trigger events and order data from the parcelLab system. This allows you to continue connecting with your customers through SMS while delivering an outstanding post-purchase experience.

Add Reusable Content in Emails

Create a consistent look and feel to your emails with our new Partials feature, allowing you to easily configure reusable HTML content, known as partials, and insert them into your layouts and messages. You can use partials for a variety of content across your emails (for example: headers, footers, and custom components) to improve efficiency of your setup as any changes only need to made in once place to update all messages containing the partial.

We’ve made further changes to our upcoming Email Editor with a new version history timeline to view and compare previous message versions and included five additional languages in the Returns Portal.

View Message History

We’ve added a new History feature in the Email Editor, showing a timeline of all published versions and changes made to an email message. From here it is possible to select and compare previous versions of the message, with an option available to revert to a past version as well.

In this release, we’ve introduced a new Returns Forecast AI analytics tool to give returns insights, improved support for last mile carriers, and released a new version of the Salesforce Service Cloud app integration.

Returns Forecast AI

We’ve added a new Returns Forecast dashboard in the Analytics module in the parcelLab Portal, leveraging on AI to provide estimates on return volume and trend anomalies. The insights from Returns Forecast help you to estimate return volumes to your warehouses and improve resource planning and operational efficiency.

Last Mile Carrier Status in the Portal and on the Order Status Page

Get full coverage of multi-leg deliveries with our comprehensive last mile carrier status updates. The status of parcels with the last mile carrier can be viewed via tracking records in the parcelLab Portal and on the Order Status page, which can display the handover event between the original carrier and last mile carrier if this information is available.

parcelLab Customer Service Integration for Salesforce Service Cloud (SFSC)

We have released a new version of the parcelLab Customer Service Integration for SFSC. The latest version includes a new alternative search field that replaces the previous email search field, enabling the use of alternative search queries to automatically locate orders in the app.

We’re excited to announce our AI solution Trending Late, which is designed to estimate the probability of a delivery delay and have made improvements to our campaign analytics.

Trending Late Status in the Portal and on the Order Status Page

Trending Late is the newest AI addition to our product offering, granting visibility on the estimated likelihood of delivery delay for parcels. The trending late status can be viewed in tracking records in the parcelLab Portal and on the Order Status page. This alleviates burden on customer service teams from WISMO inquiries and improves the post-purchase experience through clear communication.

Campaign Analytics for Order Status Page

You can now view engagement rates for campaigns on your Order Status page in the Analytics report in Campaign Manager. Simply toggle between the analytics for your campaigns in emails and Order Status page by clicking on the Emails and Web tabs respectively.

This release includes the ability to collect SMS opt-in details on the Order Status page, additional email campaign banner slots, and campaign banners for the Returns Portal.

SMS Opt-In

You can now add a SMS opt-in field on your Order Status page to allow your customers to opt in to receive SMS order status updates by entering their phone number. This enables you to easily collect the SMS opt-in details of your customers if this information has not already been provided.

Marketplace Support

You can now proactively keep customers updated on the latest progress of orders received from a marketplace vendor or dropshipment on the Order Status page. This improves the customer experience by providing the name of the marketplace store handling the tracking and displaying the tracking number and carrier information (including a link to the carrier tracking page) as well if this data is available.

New Banner Slots for Emails

Increase further engagement and target specific audiences with your email campaigns by using the new standard email banner slots. There are now two additional standard email banner slots available, meaning you can display up to four campaign banners in an email if you use the HTML email banner in conjunction with them.

Campaign Banners in Return Portals

Boost campaign engagement throughout the post-purchase journey by adding campaigns in your Returns Portal! You can now display up to four campaign banners throughout the return registration process, increasing the density of touchpoints for your campaign audiences.