parcelLab, the premier global provider of post-purchase customer experience software, announced Wyze Labs, Inc. has selected parcelLab to fully optimize its post-purchase customer experience. Deploying parcelLab’s order tracking capabilities, full-service returns platform, and delivery date promise will allow WYZE to increase customer engagement and retain revenue utilizing parcelLab’s fully integrated platform.
Customers are increasingly expecting visibility into their online order status, and WYZE’s previous solutions provider did not offer full tracking functionality particularly through Amazon Logistics, representing over half of WYZE’s orders. Orders without delivery information and the increasing complexity of logistics created a strain on the customer service department. WYZE sought a solution to minimize where is my order requests and mitigate customer service costs, an estimated $7 per ticket.
Following a months-long competitive evaluation, WYZE chose parcelLab’s intelligent post-purchase platform to provide highly accurate product tracking and returns management capabilities to achieve its strategic vision. parcelLab offered a solution for the entire fulfillment process, with customized post-purchase communications and full integration with carriers to track delivery exception events. With parcelLab’s returns platform, WYZE customers are now empowered to initiate their returns through a dedicated portal that provides detailed instructions to complete the process and various refund options, including digital gift cards to encourage return customers.
parcelLab empowers WYZE to deliver exceptional customer experience by reducing WISMO requests, driving efficiency, and offering customized brand engagement. WYZE can now engage customers with tailored post-purchase communications to increase brand presence and build customer loyalty. parcelLab’s integrated platform also incorporates tailored product recommendations to customers based on previous order history, driving web traffic back to the brand.
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“parcelLab has been an incredibly proactive solutions provider, offering a seamless transition from our previous provider,” said Veronica Lu, Senior E-Commerce Growth Marketer at WYZE. “The platform unites all aspects of the post-purchase experience, allowing us to leverage powerful tools to engage our customer base. We are working to implement parcelLab’s Delivery Date Promise to further provide our customers with full visibility into the delivery process and reduce cart abandonment.”
“We needed a responsive and committed solutions provider to further build out our ecommerce and logistics operations. parcelLab provided all the tools we needed to deliver on our brand goals while minimizing overhead costs,” said Logan Dunn, Head of E-commerce at WYZE. “parcelLab excelled in our competitor evaluation for its exceptional customer support. The team is committed to providing tailored solutions to enterprise problems and we look forward to expanding our customer base with the help of parcelLab’s platform.”
“The parcelLab team is thrilled to work with WYZE to help the brand strengthen its post-purchase experience,” said Tobias Buxhoidt, Founder and CEO at parcelLab. “Our industry-leading offerings stand above the rest when it comes to robust solutions for retaining revenue and ensuring future growth for retailers. We are proud to help industry leaders achieve their larger business goals and will continue to expand our platform to help brands build a better, more personalized customer experience.”
SOURCE : BusinessWire