Shifting customer expectations pose new challenges to retailers
Retail has always been a dynamic, digital and customer-first industry, but e-commerce shifts have made the Operational Experience critical.
E-commerce will be a $6 trillion industry by 2024. Home delivery is more important than ever.
Source: eMarketer
Consumers want a personalized, fast and easy experience — in checkout, shipping, delivery and returns.
70% of consumers want more frequent order updates and 64% say transactional emails relating to an order are the most valuable communications they receive from a brand.
Source: Forrester/parcelLab Webinar
Consumers are developing a taste for international products and brands must evolve their international warehousing and fulfillment capabilities.
Source: eMarketer
What makes nailing the customer experience so hard?
Most of the challenges stem from operational gaps and the challenge of maintaining control over the customer journey.
Retailers lack a customer-friendly system for communicating in real time about order and delivery status.
Free shipping makes-or-breaks customer conversion.
Returns aren’t always easy.
Win customers’ hearts and wallets for life through an improved Operations Experience
Don’t miss an opportunity to connect with your customers after they’ve checked out. Here’s how leading retailers are partnering with parcelLab to optimize their Operations Experience.
Offer proactive updates during the returns process to avoid service inquiries and exclusive offers to keep your customers coming back. Hessnatur generated 356% more reviews by reaching customers
at the right time.
Source: Hessnatur case study
Gain invaluable insights to improve your logistical processes
Actionable data from parcelLab’s portal will help you to analyze, compare and improve your logistical processes, as well as monitor progress against KPIs and quickly spot areas for improvement. The system also alerts you when there are delivery issues so that your customer service team can get ahead of the problem to quickly resolve the issue and preserve customer trust.
73% of retailers
send customers to a third-party tracking page, where they relinquish control over communications.
Source: parcelLab OX Study 2021
do not send a notification upon receipt of the return parcel, and 64% do not communicate when a refund would be processed. What’s more: 59% of retailers charge more than $10 for returns.
Source: parcelLab OX Study 2021
54% of retailers
free shipping comes with a $35 order price tag. Another 30% of retailers don’t offer free shipping at all.
Source: parcelLab OX Study 2021
For 52% of retailers,
Provide detailed delivery announcements to create excitement for the customer. Once the item is delivered, send customized information, such as product hacks, to increase customer loyalty. Lidl saw an 85% increase in return website traffic and a 12% increase in order size with personalization.
Source: Lidl case study
Establish a custom tracking page hosted on your domain with your branding and personalized messages — never rely solely on a third-party carrier’s page again. Berlin Brands Group saw an 88% open rate increase after customizing their email messaging and a 24% reduction in order inquiries.
Source: Berlin Brands Group case study
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Let the Operations Experience be the connective tissue between all your e-commerce solutions
Thanks to our system, your solutions for marketing, customer service, content, feedback, events and fulfillment software will be streamlined and connected for easy management.
Contact parcelLab today
Learn about how we can help you take your customer experience to the next level by visiting us at parcelLab.com.
Two-thirds of returns require customers contact the retailer to request a return label and process a return, and once they initiate the process, they’re given the silent treatment.