Blog
How to Increase Post-Purchase Engagement
Shannon Cortina
May 22
parcelLab Engage
Enhance your post-purchase journey with personalized, configurable communications that keep customers informed every step of the way.
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Engage Impact
Fewer WISMO Calls
Prevent support calls by implementing proactive messaging and shipment tracking that keeps customers informed.
of Customers Return
Increase customer touchpoints and cross-sell opportunities by enabling shipment tracking on your brand’s website.
Increase in Repeat Orders
Accelerate repeat purchases by embedding personalized product recommendations on order status pages.
Personalize, Delight, & Inform Customers
Engage empowers you to deliver the most unique, personalized post-purchase experience – unlocking new revenue opportunities, reducing costs, and delivering a superior customer experience. Our products give you full control over all post-purchase touchpoints, so you can manage your post-purchase experience more efficiently while preventing WISMO inquiries.
End-to-End Post-Purchase Communications
Track & Communicate
Deliver end-to-end post-purchase communication with personalized emails and an embedded order status page. Hyper-relevant content engages your consumers to drive web traffic and repeat purchases.
Reduce WISMO Inquiries
Service Portal
Solve inbound WISMO inquiries more effectively. With easy access to order, tracking, and customer communication details, your contact center is empowered to resolve queries quicker.
Personalized Communications
Campaign Manager
Designed specifically for marketing and digital teams that want to leverage high-engagement communications, parcelLab’s Campaign Manager empowers non-technical users to easily set up, run, and measure the impact of post-purchase marketing campaigns.
Understanding the Post-Purchase Experience
What is it and how do you optimize it at scale?
Get your copyFeatures
Order Status Page
In your brand look and voice, embedded on your site to drive traffic to your webshop.
Unlimited Emails
Delivered through parcelLab’s ESP or standard third-party integrations.
Multichannel Communications
Update customers via their preferred channel: chatbot, SMS, mobile app push, and more.
Click & Collect
Display accurate and timely updates on when and where to collect orders.
Split Shipments
Status updates for multi-package shipments with details of what’s in each box.
Customer Service Portal
Access order, shipping, and customer communication history all in one place.
Reporting & Analytics
Full visibility of carrier SLAs, historical performance, customer promise attainment.
Ticketing Tool Integrations
Display order, tracking, and communication details inside helpdesk tools like Zendesk.
Watchlists & Alerts
Auto-handle tickets for package incidents in processing & shipping.
App & Trust Integration
Designed to easily integrate with your existing mobile app and platforms like TrustPilot.
Single Sign On
Secure access to parcelLab’s customer service and reporting portal for unlimited users.
Teams That Benefit From Engage:
Product Teams
Increase product line revenue, improve customer satisfaction, and reduce returns by tailoring order status updates with content such as setup, installation, and user guides.
Ecommerce Teams
Bring highly engaged traffic back to your website to build greater site authority, retain first-party data, and gain more opportunities for reconversion.
Customer Experience Teams
Better capture sentiment, drive increased positive word of mouth, and elevate your customer experience with personalized journeys.
Marketing Teams
Turn transactional moments into revenue-generating opportunities by customizing post-purchase communications. Open new marketing channels to offset increased customer acquisition costs.Customer Impact
BOSE: Our customer focus resulted in an email open rate of 79%
I think that this was one of the main decisions to go with parcelLab because we saw flexibility there, and we really liked the idea, for example, of testing different templates, like doing A/B tests on open rates differ. How does click-rate differ if we put this element up or down, etc?
These tests would internally take a lot longer… but really kudos to the parcelLab team here – they have been super flexible, and everything is done really fast!
Tim Volkmann
Manager – Digital Consumer Direct Europe, BOSE
MediaMarktSaturn: Achieved 2.5 million extended customer touchpoints
With parcelLab, we created additional communication and marketing channels that are very well received by our customers. Through the intelligent shipping communication provided, we have significantly reduced customer service inquiries.
Marius Lückemeyer
Chief Digital Officer
FARFETCH: Controlling the customer journey resulted in 72% positive feedback
We believe that the customer experience should be from the FARFETCH brand. One of the challenges of FARFETCH’s pioneering business model, combined with an intricate fulfillment chain, is being able to communicate this complexity to our customers. Therefore it’s important to have the FARFETCH brand in front of our customers, which parcelLab enables us to do.
Stuart Hill
SVP of Logistics
Berlin Brands Group: Shipping updates reduce customer inquiries at BBG by 24%
We recognize that only satisfied customers return and become loyal customers. The delivery process certainly has an extensive influence on customer service inquiries.
Sebastian Leiß
Product Owner
Moo: Complete control leads to 3.4x more contacts
Our second major challenge was the lack of control over shipping communications with our customers – we had to rely on the inconsistent and unbranded messages that shipping service readers send to our customers about the product they ordered during the shipping process. Since the last impression is a lasting one, we wanted to change this, and parcelLab gave us the opportunity to address our two biggest issues in this area: Transparency and Agility.
Calum McGee
Technical Product Owner
Lidl: 85% customer return with personalized web store communication
If you attach great importance to continuously improving the shopping experience, you show your customers respect. And that’s a very fundamental part of our business.
Christoph Wagner
Test Manager
Conrad: 5% fewer returns through automation
Returns will continue to be received in the future. With the online returns portal we now have a digital and uncomplicated solution with which we know as soon as the parcel is at the counter or with the delivery agent what is coming back and when. We benefit from this, especially in terms of staff planning and we are also faster thanks to automated handling processes.
Silvio Heider
Business Expert Project & Digital Process Management
Resources to Help You Achieve Your Goals
Research
The Ultimate Post-Purchase Guide
parcelLab Team
December 29
Blog
Peak Season 2023: Is Your Post-Purchase Experience Ready?
Anna Lapezo
August 2
Frequently Asked Questions
What’s the core functionality of parcelLab Engage?
parcelLab Engage includes an embedded order status page, proactive messaging, click & collect, proactive builder engine, multi-channel communications, and split shipment summary. Our product includes reporting, integration connectors, alerts, and single sign-on capabilities.
How is parcelLab different from other vendors?
While our competitors’ solutions are made for systems owners, parcelLab is the only post-purchase software truly built for Experience Designers — people who understand their consumers better than anyone else but are not necessarily technical. Unlike other vendors’ rigid data models that require custom development for any data changes, our product is powered by the parcelLab platform’s flexible and intuitive data model.
What’s the effort involved in implementing parcelLab Engage?
For the brand, it typically only takes 8-to-10-weeks to get set-up, test, and be trained on the solution, depending on the number of carrier connections and overall configurations.
parcelLab’s dedicated and specialist implementation team of data scientists, carrier logistics experts, and project managers helps ensure a smooth and efficient timeline that accommodates anticipated data requirement changes, rigorous test plans, and room for necessary user training.
Learn More About parcelLab's Product Suites
Convert
Provide a predictive delivery date that increases conversions, reduces uncertainty, and improves customer satisfaction.
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Retain
Turn potential customer dissatisfaction into an opportunity for revenue retention by digitizing your returns process.
Learn moreTransform Your Post-Purchase Experience
Learn more about how parcelLab can get you up and running quickly
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