What’s shipping at parcelLab

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.

This release introduces our new proprietary Benchmarking to assess your carriers and communications, displays article brand details on the Order Status page, and extends our status model.

Benchmarking Dashboard (Coming Soon)

We’ve added a new Benchmarking dashboard in the Analytics module, providing proprietary benchmarking underpinned by AI and machine learning. The insights help you to identify opportunities to improve your logistics and email communications based on performance against the industry.

Display Article Brand

You can now display the brand of items purchased in the article list on the Order Status page using the `articleBrand` field, if you provide this data. This allows you improved configuration of your Order Status page and to show all relevant information regarding an item to your customers for orders consisting of products from multiple brands.

Force Majeure Status Model Update

A `ForceMajeure` exception event is now available in our status model to provide a specific exception for these types of delay (for example: extreme weather). This is part of an ongoing process to expand our status model to offer more granularity, allowing you to communicate clear updates to your customers on the latest status of an order.

We’ve improved usability for Campaigns to enable quicker campaign creation, added a new Returns Portal feature to manage returns with more data, and integrated with Klaviyo to send your communications.

Campaigns Usability Improvements

Campaigns users can now take advantage of several changes that improve the user experience, allowing you to:

Product Condition Option for Items to Be Returned

You can now include a dropdown menu requesting for the condition of the item to be returned (for example: Packed – Never used). This enables the optimization of warehouse processes for returned products (for example: assessing resale or refund value). You can request for this data to be included in your RMA export.

Klaviyo Integration

Connect Klaviyo with parcelLab through our seamless integration to send your proactive delivery notifications via the Klaviyo platform that use trigger events and order data from the parcelLab system.