Everything You Need to Know About parcelLab

Everything You Need to Know About parcelLab
parcelLab

parcelLab is a software provider that caters specifically to experience designers working in medium and large enterprises. Its main goal is to boost revenue and enhance customer experience by offering a post-purchase platform. With ParcelLab, businesses can reduce support costs and minimize "Where is my order?" (WISMO) inquiries. By leveraging this software, companies can transform customer interactions after a purchase into future sales opportunities.

parcelLab Plan & Pricing (2020)

parcelLab provides exceptional customer journey services to its clients. Although their primary focus is on custom plans for enterprises, for 2020, they offer two pricing standards for reference. It is important to note that parcelLab does not offer a free plan. If you are interested in their services, please refer to their customized pricing plans.

Plan Feature Monthly Order Limit Price
Kickstarter 7 of 22 messaging triggers, 2 of 8 content integrations, custom Track & Trace, post-purchase communication, email performance metrics Up to 25,000 orders $ 2,400
Enterprise All messaging triggers, all content integrations, alerting & custom reports, customer success manager, custom Track & Trace, post-purchase communication, email performance metrics More than 25,000 orders Custom

parcelLab Features

All-in-One Shipment Tracking

parcelLab is its extensive integration with over 350 major carriers worldwide. This means that regardless of the shipping provider you use, parcelLab can seamlessly connect and provide real-time tracking updates for your shipments. By utilizing a low latency API, parcelLab enables the display of estimated delivery dates from the product detail page (PDP) all the way to the checkout page.

Feature Feature Description parcelLab Shipment Tracking
Auto Sync Shipments Synchronize latest order/order status between the tracking system and eCommerce platforms automatically. You can use API or File transfer via SFTP to integrate your data from eCommerce platforms or integrate them directly from the carriers.
Sync Shipments from Multiple Platforms Connect stores from variant eCommerce platforms, to manage all your shipment at one place. parcelLab allows you connect stores from more than 4 eCommerce platforms.
Sync Shipments from Multiple Stores Connect multiple stores to same account, so you can manage all your shipment at one place. Not Applicable.
CSV Import & Export Importing and exporting shipment data in CSV or Excel format. You can easily Import and export your orders data.
Tracking API Access the latest shipment and tracking information via. RESTful API, so developer can easily integrate with their own system, or build an application based on API. On-demand (API) access to all tracking information, statuses, and communication triggers, for use in internal systems, or to power mobile app use cases, chatbot, and alternative messaging channels.
Carrier Integrations Integrated with various shipping carriers all over the world. Integrates with 350+ carriers.
Carrier Auto-Detection Automatically detects the shipping carrier based on tracking number, tracking ID, or detected carriers with AI based on tracking and order information. Not Applicable.
Standardized Order Statuses Unified tracking statuses cross all carriers, ensuring uniformity in how order statuses are communicated and understood. Has 7 status, including dispatch/shipping confirmation, out for delivery, delay, pickup ready, pickup reminder, failed delivery attempt, delivered
Shipment List View all your shipments in the dashboard and trace whether all your shipments are being delivered on time and identify any delays/exceptions. Applicable.
Search & filter shipments Filter shipments by dates, statuses, carriers, shipping providers, and destination. Or sort shipments by “Order Title”, “Last Event”, “Created”, “Order Date”, and “Pickup Date”. Applicable.
Detailed Shipment Information Includes every single shipment's shipping status, tracking numbers, shipping address, weight, shipment tags, shipment method, EDD, etc Applicable.
Add notes/comment to shipments Add notes to specific shipments to mark special items and reminders. Not Applicable.
Custom Order Status Manually add or update a shipment status according to their specific workflow or business requirements. Not Applicable.
Send notification Send updated status of specific shipment to customers through email or SMS Not Applicable.
Estimated Delivery Date Provides the estimated delivery date from variant source, includes carrier response, or calculated by your setting, or AI predirected. Constantly updates estimated package delivery time based on real-world trending and patterns across brands and carriers.
Hide order status Allow merchants like dropshippers to hide or customize tracking information, like hide tracking checkpoint or addresses in China, hide specific carrier’s name. Not Applicable.
Tracking SDK Shipment tracking SDK for developers in variant program languages, provides a clean way to access API endpoints. Not Applicable.
Tracking Webhook Webhook can provide a real-time tracking updates, once the tracking is updated, the system can notify your system via. webhook, so developers no need to fetch data through API. Event-based (webhook) access to all tracking information,

Branded Tracking Page

Branded Tracking Page is not a typical shipping carrier interface. It goes beyond being generic and offers a customized webpage that reflects your brand's identity. Customers can conveniently track their orders in real-time, from anywhere, at any time. It's not just about providing fancy shipping updates; a well-designed tracking page from a reputable brand aims to deliver an enjoyable experience while providing valuable information. Let's delve into the three key features that make this tracking page exceptional:

  • All-in-One Integration: It should work with all your online stores and carriers, centralizing tracking information for a unified customer view.
  • Order Status Unveiled: Display key order information like items purchased, shipping address, and a detailed tracking history. Show the carrier, location, and even email updates for extra clarity.
  • Estimated Delivery Dates: Provide clear and accurate estimated delivery dates, setting expectations and managing customer anticipation.

When comparing a well-designed tracking page to parcelLab's branded tracking page, it's crucial to take into account the unique features and drawbacks of each:

Feature Well-designed Tracking Page parcelLab Tracking Page
Shipment Lookup The core features of branded tracking page, allow your customer tracking shipment status by tracking number and order number. parcelLab offers an embedded order status page for you to customize to deliver end-to-end post-purchase communication.
Track Button A widget can placed in any webpage, allow your customer track shipment status by tracking number and order number. Not Applicable.
Estimated Delivery Date Provides estimated delivery dates either from carrier or calcualted by the tracking software. parcelLab Promise calculates estimated delivery dates based on your warehouse operations and corresponding delivery methods, accounting for ad hoc holiday updates, delivery method changes, multiple carriers, weather closures, and staffing shortages.
Customize Tracking Detail Replace certain keywords in customers' order tracking information or hide certain carriers. Not Applicable.
Localization Built-in multilingual support for your tracking page UI and shipment status, provided by the system. Multi-language setups can only be allowed if explicitly approved by parcelLab beforehand.
Customized localization Personalize your tracking page language to match your branding by uploading or editing translations. Multi-language setups can only be allowed if explicitly approved by parcelLab beforehand.
Support Languages Number of languages supported by tracking page. 1
Themes Provides variant themes for your tracking page, allowing you to choose the one that best aligns with your branding and enhances the visual appeal. Not Applicable.
Look and feel Customization Customize the color, font, logo, and more of your tracking page to create a personalized look. Some options even allow you to utilize custom CSS and JavaScript for advanced customization possibilities. Supports visual editor & HTML editor.
Product Recommendations Product recommendations on your tracking page, generated based on shoppers' behavior and order history from your store. Design visual campaigns with targeted content to drive click-throughs and encourage cross- and upsells.
SEO Friendly SEO-friendly page title and description, helping to improve its visibility and discoverability online. Not Applicable.
Custom Domain Bring your own domain to your tracking page, allowing you to use a URL that aligns with your brand identity. Fully customizable, white-labeled emails from the brand’s domain.
Multiple Tracking Pages Create distinct tracking pages based on customer segmentation, enabling you to provide personalized experiences tailored to different customer groups. Not Applicable.
Tracking Page in Shopify store Embedding a tracking page directly into your Shopify store, so your customers can track their order status directly on your site. You can easily set up your branded tracking page in Shopify with parcelLab.
Shipment Reviews Ask your customer to leave a review once the shipment is delivered. Enabling carrier and communication ratings.
Analytics Integration Integration with Google Analytics or other 3rd-party data tracking system, so you can view the traffic and customer behavior on your tracking page. Full visibility of carrier SLAs, historical performance, customer promise attainment and more with Power BI data visualization.

Shipment Notification

parcelLab offers an improved customer experience by utilizing smart notification triggers. It allows businesses to connect with their customers through various channels, such as email, SMS, chatbot, and mobile app push notifications. Personalized email notifications can be created using the email/SMS editor and pre-designed templates. Moreover, customized upsell resources can be used to increase customer engagement and encourage repeat purchases.

Shipping Notifications Feature Description parcelLab Shipping Notification
Notification Types Typical notification types include email, SMS, Facebook Messenger, WhatsApp, and other channels to send updates and messages to customers. Email, SMS (WhatsApp, Messenger), chatbot, mobile app push, and more.
Notification Trigger Notifications are typically triggered in response to specific events or changes, such as order updates or shipment status changes. These triggers prompt the system to send out notifications to customers. 7 triggers including dispatch/shipping confirmation, out for delivery, delay, pickup ready, pickup reminder, failed delivery attempt, delivered
Advanced Notification Rules Some systems support advanced notification rules, include options to delay notifications between two messages or specify a specific time range for message delivery. ParcelLab allows creating triggers for personalized customer journeys based on multiple inputs and conditions.
Pre-Built Email Templates Pre-built email templates are provided for each notification trigger, allowing you to quickly and easily set up professional and visually appealing emails. Not Applicable.
Email Localization Sending email content tailored to the customer's preferred language or based on their address regions. Not Applicable.
Personalized Email Sending targeted content based on customer segmentation or include recommended products in the email. parcelLab enables you to personalize the email template or add new elements using HTML.
Visualized Email Editor The Visual Editor provides an intuitive, user-friendly interface for composing emails, allowing you to easily format text, insert images, and organize content without requiring technical knowledge. Not Applicable.
HTML Email Editor This feature enables you to customize email content using HTML and CSS, allowing full control over layout, style, and design. Ideal for creating professional and visually appealing emails. Not Applicable.
Built-in Email Sender A dedicated email sender provided by the system, allowing you to send emails effortlessly without setting up an email account or domain. Not Applicable.
Customized Email Sender This feature allows you to send emails using your own or a customized email domain, reinforcing your brand identity. Not Applicable.
Built-in SMS Sender Provides built-in SMS sender, easily send text messages directly from the platform, streamlining your communication process. Not Applicable.
Dedicated SMS Sender Features a dedicated SMS sender that allows you to send messages with your own branding identity, offering a personalized touch to your customers. Not Applicable.
Built-in SMS Templates Provides a variety of pre-written SMS templates for your SMS message, so you can directly send out SMS. Not Applicable.
Customized SMS Templates Customize SMS templates to match your brand's voice and style. Edit existing templates or create new ones to ensure your messages resonate with your brand identity. Not Applicable.

Shipment Analytics

parcelLab provides an extensive selection of shipment reports that enable enterprises to obtain valuable and detailed insights into their performance. These reports cover a variety of metrics, including transit times, on-time shipments report, and exceptions report. By leveraging these insights, enterprises can optimize their logistics operations, improve customer experiences, and drive business growth.

Analytics Analytics Report Description parcelLab Analytics Report
Shipment Report Provides report like total shipment by date range, total shipment by destination country, shipment delivery rate, etc. Applicable.
Order to delivery time report Provdes report like avg. time from order placed to delivery, pick up to delivery, order process time, etc. To monitoring your order fulfill and carrier performance. Not Applicable.
On-Time Shipments Report Provides shipment on-time delivery rate, by date range, by carriers, etc. Applicable.
Transit Times Report Reports like transit time by date range, by carrier services, etc. Applicable.
Exceptions Report Monitor your shipment exception rate by date, by carriers, etc. Applicable.
Tracking Page Report Built-in analytics for branded tracking page, you can directly view your tracking page traffic and page views data. Applicable.
Product Recommendation Report Analytics for your product recommendation on branded tracking page, view clicks and conversion rate of product recommendation. Applicable.
Notification Report Report like how many email/sms sent, email open rate and click rate, etc. Applicable.
Shipment Review Report Analytics for your customer reviews collected from branded tracking page. Not Applicable.
Export Report Export any report in PDF for variant document type. Not Applicable.
Email Report Weekly/daily/monthly report send to your email inbox. Not Applicable.

Data Security

At parcelLab, they prioritize the protection of your data and that of your customers. Their utmost commitment lies in ensuring the highest standards of data security and compliance. As part of product offerings, parcelLab Security provides essential features such as Single Sign-On along with compliance with SOC 2, HIPAA, and GDPR regulations. These measures are provided to you at no additional cost, underscoring our dedication to safeguarding your valuable information.

Standard Standard Description parcelLab Standard
SOC 2 compliance High standards of security, availability, processing integrity, confidentiality, and privacy as set by the Service Organization Control 2 (SOC 2). Applicable.
ISO 27001 certification ISO 27001 certification, a globally recognized framework for managing and protecting sensitive information. Not Applicable.
GDPR Compliance A set of regulations that was implemented in the European Union (EU) to enhance data protection and privacy rights for individuals. Applicable.
CCPA Compliance A data privacy law that was enacted in the state of California, United States. Not Applicable.

Collaboration

The shipment tracking software's collaboration feature is specifically designed to cater to the needs of enterprise users. Its main aim is to streamline coordination and communication within organizations. By allowing multiple team members to access, update, and monitor shipments, this feature ensures that everyone is well-informed and on the same page. Its true value shines when used by larger teams, as it not only improves decision-making but also reduces response times to logistical changes. Ultimately, it fosters a cohesive workflow that is crucial for efficient shipment management.

Feature Feature Description parcelLab Collaboration
Multiple seats This feature allows teams to access, manage, and communicate efficiently under one organization account, enhancing teamwork and productivity. Not Applicable.
Predefined roles Assign roles with specific permissions and access levels, ensuring efficient and secure collaboration within your organization's framework. Not Applicable.
Customized roles and permission Customize roles and permissions to align with your unique business processes. Create custom roles and define specific access rights, providing flexibility and control over how team members interact with your system. Not Applicable.
SSO integration Login the system with your internal business account. Simple and secure access to parcelLab's customer service and reporting portal for unlimited users.
2FA Login Two-Factor Authentication (2FA) adds an extra layer of security to your account. Not Applicable.
Multiple organizations Manage multiple organization under your account to separate organization for different business area. Not Applicable.
Sub-organizations This feature allows for distinct management of various scopes, organize and manage different teams or departments effectively by creating sub-organizations under your main organization. Not Applicable.

Third-Party Integrations

parcelLab is a reliable partner that collaborates with the best eCommerce platforms and apps to provide you with the tools and resources you need to establish and manage your online business efficiently. With parcelLab, you can take your online business to the next level and grow your customer base while maintaining complete control over your operations.

Third-Party Integration parcelLab Third-Party Integration
Shopify Integrated
WooCommerce Not Integrated
Shopify Flow Integration Not Integrated
Website Builder Integration SAP Commerce Cloud, Magento 2, Trustpilot, Shopware
Email Marketing App Integration Klaviyo
Review App Integration Not Integrated
Live Chat App Integration Zendesk
Loyalty App Integration Not Integrated
Product Sourcing Integration Not Integrated
Notification Integration Not Integrated
Translation Integration Not Integrated

Customer Support

parcelLab provides a solution to enhance the productivity of your agents by offering customer support. You can use the most popular support and ticketing tools such as Zendesk, SAP Service Cloud, and more. With the help of watchlists, alerts, and automated ticket creation, agents can save a lot of time and get ahead of potential delivery and returns issues. This way, agents can provide better customer experience and prevent negative feedback from customers.

Conclusion

In short, parcelLab helps streamline the post-purchase process, allowing businesses to optimize their operations and provide an exceptional customer journey.

If you want to learn more about shipment tracking software, talk to our experts now!