parcelLab has been named 'Best Unified Customer Experience' by the Vendors in Partnership (VIP) Awards

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Service Portal

Empower your customer center to prevent WISMO inquiries, solve them quicker, and improve the service provided.

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Service Portal Impact

Fewer Open Service Tickets

Set up watchlists and alerts to automatically send emails based on certain triggers

Minute Average Reduced Call Handling Time

Access all the information you need at a glance to solve inquiries faster

Reduction in WISMO Inquiries

Send proactive communications when there has been a problem or delay

Service Portal Use Cases



Prevent and Reduce Service Tickets

Previously, Philipp Plein used an internal system for their post-purchase experience that was resource-intensive, required manual review of each request, and lacked integration with logistical systems.


With parcelLab’s Engage product suite, the brand keeps customers well-informed throughout the delivery with brand-specific messages, reducing customer service tickets by 20% on average. When inquiries are received, the streamlined system allows for quick resolution of customer issues, reducing contact center costs.

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Philipp Plein delay communication example

Decrease Service Costs

WYZE sought out a solution to minimize WISMO requests and mitigate customer service costs that were an estimated $7 per ticket.


By leveraging parcelLab, this smart home products brand gained visibility over the entire fulfillment process. With customized post-purchase communications and full integration with carriers to track delivery exception events, they have prevented customer service inquiries, reduced WISMO costs, and improved the customer experience.

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WYZE Service Portal Example

Manage Delivery Issues Proactively

When this global women’s fashion retailer was in the process of implementing parcelLab, they were still using their previous vendor and discovered there was a whole lost truck that needed to be accounted for.


parcelLab was able to identify all shipments on the lost truck and pull a report together for their customer service team to reach out to customers proactively. The enhanced visibility for customer service agents prevented an influx of calls, a negative delivery experience for end customers, and high customer service costs – even before going live on our solution.

fashion retailer delay notification example

Customer Service App Integrations

In order to streamline customer service processes, parcelLab’s solutions integrate with both Zendesk and Salesforce Service Cloud so customer support representatives can work with the tools they are most familiar with while gaining access to critical post-purchase information about their end customers.



Gain faster and easier access to order numbers, addresses, tracking, carrier details, and more next to support tickets to increase productivity and improve the customer experience.



Salesforce Service Cloud


Reduce average handling time by empowering customer service teams with order tracking, multi-package shipments, delivery, buying history, and communication information in one simplified view.

Salesforce and Zendesk Customer Service Integration


Customer Service Portal

Access order, shipping, and customer communication history all in one place.

Watchlists & Alerts

Customer Service Email Alerts

Automatically alert agents with proactive emails based on specific conditions, powered by parcelLab's trigger builder.

Single Sign On

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

Reporting & Analytics

Full visibility of carrier SLAs, historical performance, customer promise attainment and more with Power BI data visualization.

API & Standard Webhooks

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

Customer Impact

WYZE White logo WYZE Gray logo
mediamarkt logo mediamarkt logo

Philipp Plein: Elevate customer centricity with proactive communications

WYZE Selects parcelLab to Stengthen its Post-Purchase Customer Experience

MediaMarktSaturn: Achieved 2.5 million extended customer touchpoints

Gravis: Control over customer contact increases reviews by 127%

Learn More About parcelLab's Product Suites

parcellab convert Convert

Provide a predictive delivery date that increases conversions, reduces uncertainty, and improves customer satisfaction.

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engage Engage

Enhance your post-purchase journey with personalized communications that keep customers informed every step of the way.

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retain Retain

Turn potential customer dissatisfaction into an opportunity for revenue retention by digitizing your returns process.

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Transform Your Post-Purchase Experience

Learn more about how parcelLab can get you up and running quickly.

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