Data shows*: Consumers want regular, proactive notifications about their delivery and a transparent, easy-to-understand shipping process.
And yet, many brands ignore these customer expectations and rely on shipping service providers to provide delivery updates. That’s where parcelLab, the leading operations experience management platform, comes in, enabling brands to take back control of their entire customer journey.
With the help of Operations Experience Management, retailers can use their data to build loyalty and trust, while customers feel better informed and valued - and therefore happy to buy again.
Making optimal use of data from logistics processes
Throughout the customer journey, there are numerous operational processes, such as fulfillment, shipping, delivery, returns processing, and any repairs. Retailers rarely make the best use of the data generated during these processes.
This is mainly because the amount of data that needs to be collected, analyzed, cleansed, and combined is often too large to deliver relevant value in time. With the help of Operations Experience Management, this data can be automatically transformed into personalized, branded messages.
Proactive customer communication even after the purchase has been completed.
Many companies limit their customer communications almost exclusively to the phases before and during the order. They often forget that everything that comes after check-out is at least as important.
And those who leave shipping communication entirely to the logistics service provider are giving away enormous potential.
In doing so, the retailer runs the risk that the customer will not be satisfied with the entire purchasing process and, in the worst case, may even stop ordering from their own brand at all in the future.
But even if you take care of post-purchase communication in-house, there are a few things to keep in mind.
From the appropriate company-compliant language to the appropriate content to the design of the messages - many mishaps can happen here, which is why some companies prefer to rely on service providers such as parcelLab to ensure a professional process.
Additional touchpoints throughout the customer journey.
But Operations Experience Management is so much more than “just” post-purchase communication.
Our platform allows brands to guide customers throughout the entire shipping and returns process. The way their customers experience a brand doesn’t stop once they’ve made a purchase. From delivery updates to confirmations and returns, they experience every element of the entire customer journey and want relevant information troughout.
Maximize up-sell and cross-sell potential.
With relevant content that can be integrated into all messaging, brands create real added value and extend customers engagement. This way, these additional customer touchpoints can also be optimally used for up-selling or cross-selling, for example by automatically suggesting products that match the customer’s purchase in the transactional email.
At parcelLab, we close the gap in the customer experience that occurs between purchase and delivery. Brands that operate operations experience management make optimal and effective use of data from complex logistics processes, transforming package delivery into a world-class customer experience. This creates competitive advantages to stand out from the crowd and ensures satisfied customers who are happy to come back.
*Survey conducted in October 2021 among more than 2,000 adults over the age of 18 from Germany, by the market research institute YouGov on behalf of parcelLab.
About parcelLab
parcelLab is the world’s leading Operations Experience Management platform, automating the transformtion of data generated at various points in the shipping process into personalized, branded messages - turning package shipping into a true customer experience.
Creating an engaging experience with the help of Operations Experience Management (OXM) also allows brands to stand out from the competition, create a consistent brand experience and maximize cross-selling potential.
Every day, parcelLab accompanies approximately three million shipments and sends nearly seven million proactive, personalized pieces of information in the process. The shipping data comes from more than 300 partners worldwide, including DHL, Hermes and DPD.
Founded in 2015, parcelLab now has offices in Munich, London, Paris and New York and transforms contact from order to return into a sustainably positive buying experience for more than 550 brands, including IKEA, Bose, Puma, Lidl, MediaMarkt, Saturn and Nespresso.