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

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Track & Communicate

Delight customers with personalized order tracking and post-purchase communications that boost reconversion.

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Engage Track and Communicate


Increase in Top-Line Revenue

Promote cross-sell opportunities to accelerate repeat purchases

Increase in NPS

Personalize the entire post-purchase experience to improve customer satisfaction

Fewer WISMO Calls

Send proactive communications to prevent an influx of inquiries

Track & Communicate Use Cases




Drive Traffic Through Personalization

The team at Bose wanted to improve communication with customers throughout their entire experience. Bose wanted a solution that enabled them to try out different communication templates to identify best practices for their audience and fully personalize the post-purchase journey.


parcelLab and Bose worked together to develop a series of fully customizable post-purchase checkout emails. To increase touchpoints per order and maximize open rates, all post-purchase traffic gets sent back to their website with embedded brand content in their emails and tracking page.

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Bose Tracking Page

Customer Experience

Increase NPS

The complex supply chain of FARFETCH’s marketplace made it challenging for the them to deliver personalized and consistent post-purchase experiences.


Using parcelLab’s Engage product suite, FARFETCH now provides their end-customers with a clear view of multiple and split orders, so they know exactly which items will arrive and when. This functionality allows the brand to consolidate tracking links into the same communication and tracking page. With this improvement, they saw a significant increase in positive feedback on their new communications and a decrease in WISMO.

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Farfetch Post-Purchase Communication

Customer Service

Reduce and Prevent Customer Service Inquiries

Before using parcelLab, MediaMarktSaturn experienced communication gaps with their customers post-checkout, resulting in a high number WISMO inquiries.


Now, this retailer leverages Track & Communicate to combine shipping data with logistics information to dispatch targeted messages to customers. By utilizing personalized messages, they increased their open rates and reduced the number of support requests they were receiving.

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MediaMarktSaturn post-purchase communication example


Order Status Page

Embed a responsive order status page on your website in your brand look and voice.

Unlimited Emails

Unlimited Emails

Send proactive milestone email communications through parcelLab’s ESP or standard third-party integrations.

WMS - Warehouse Connection

Trigger Builder

Create triggers for personalize customer journeys based on multiple inputs and conditions.

Conditional Placeholders

Display personalized and contextual content with emails or notifications based on inputs and conditions provided.

parcelLab NPS

Include an NPS rating question in customer communications with a link to more feedback questions on a landing page.

Order Summary

Create a concise summary for split orders, detailing items per shipment and their expected arrival times.

Single Sign-On (SSO)

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

Live Monitoring

Live daily data versus last week's average, covering outbound orders, email metrics, and problematic orders.

API & Standard Webhooks

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

Customer Impact

bose logo bose logo
Farfetch logo
mediamarkt logo mediamarkt logo
Sports and More SAM's
newlook newlook

BOSE: Our customer focus resulted in an email open rate of 79%

bose headphones

FARFETCH: Controlling the customer journey resulted in 72% positive feedback

MediaMarktSaturn: Achieved 2.5 million extended customer touchpoints

SportsAndMore: 18% fewer “Where’s my order?” Emails

New Look: More sales through targeted product recommendations

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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