Track & Communicate

Delight customers with personalized order tracking and post-purchase communications that boost reconversion.

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Benefits

Increase in Top-Line Revenue

Promote cross-sell opportunities to accelerate repeat purchases

Increase in NPS

Personalize the entire post-purchase experience to improve customer satisfaction

Fewer WISMO Calls

Send proactive communications to prevent an influx of inquiries

Track & Communicate Use Cases

Ecommerce

Drive Traffic Through Personalization

The team at Bose wanted to improve communication with customers throughout their entire experience. Bose wanted a solution that enabled them to try out different communication templates to identify best practices for their audience and fully personalize the post-purchase journey.

parcelLab and Bose worked together to develop a series of fully customizable post-purchase checkout emails. To increase touchpoints per order and maximize open rates, all post-purchase traffic gets sent back to their website with embedded brand content in their emails and tracking page.

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Customer Experience

Increase NPS

The complex supply chain of FARFETCH’s marketplace made it challenging for the them to deliver personalized and consistent post-purchase experiences.

Using parcelLab’s Engage product suite, FARFETCH now provides their end-customers with a clear view of multiple and split orders, so they know exactly which items will arrive and when. This functionality allows the brand to consolidate tracking links into the same communication and tracking page. With this improvement, they saw a significant increase in positive feedback on their new communications and a decrease in WISMO.

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Customer Service

Reduce and Prevent Customer Service Inquiries

Before using parcelLab, MediaMarktSaturn experienced communication gaps with their customers post-checkout, resulting in a high number WISMO inquiries.

Now, this retailer leverages Track & Communicate to combine shipping data with logistics information to dispatch targeted messages to customers. By utilizing personalized messages, they increased their open rates and reduced the number of support requests they were receiving.

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MediaMarktSaturn post-purchase communication example

Features

Order Status Page

Embed a responsive order status page on your website in your brand look and voice.

Unlimited Emails

Send proactive milestone email communications through parcelLab’s ESP or standard third-party integrations.

Trigger Builder

Create triggers for personalize customer journeys based on multiple inputs and conditions.

Conditional Placeholders

Display personalized and contextual content with emails or notifications based on inputs and conditions provided.

parcelLab NPS

Include an NPS rating question in customer communications with a link to more feedback questions on a landing page.

Order Summary

Create a concise summary for split orders, detailing items per shipment and their expected arrival times.

Single Sign-On (SSO)

Simple and secure access to parcelLab's customer service and reporting portal for unlimited users.

Live Monitoring

Live daily data versus last week's average, covering outbound orders, email metrics, and problematic orders.

API & Standard Webhooks

On-demand or event-based access to all tracking information, statuses, and communication triggers.

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

Maner - Digital Consumer Direct Europe

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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

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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

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SportsAndMore: 18% fewer “Where’s my order?” Emails

One impact we didn’t even have on our radar before was the many positive customer reviews we’ve received since we started using the parcelLab solution. In particular, they praise the communication during shipping. In addition, many write that the process and communication about it worked so smoothly and easily that they are happy to buy from us again. That shows us how important post-purchase communication is for customer loyalty as well.

Marco Hörmann

IT Manager

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New Look: More sales through targeted product recommendations

The partnership with parcelLab will help us to provide seamless post-purchase interactions that keep customers happy and engaged. Having timely and relevant communication with our customers at this important stage of the purchase journey not only reduces the pressure on our teams internally – meaning that when an issue does arise they can provide faster responses – but it means we are well positioned to drive greater loyalty and repeat purchases.