Kustomer
Use parcelLab’s Kustomer app to increase the productivity of your customer service agents by enabling them to answer delivery-related questions faster.
Overview
The app is fully integrated with the Kustomer solution to enable viewing of all relevant tracking information in real time for every order, alongside the customer ticket, and without switching between Kustomer and parcelLab.
The app automatically displays the most up-to-date order information, including the following details:
Customer name, recipient address, and carrier
Order and tracking numbers with the latest delivery status
Orders with multiple shipments sorted by relevance with the most critical deliveries and disruptions listed first
Detailed view of previous shipping activity and estimated delivery date
Product details
Key Benefits
Direct access to the right delivery data using the parcelLab Kustomer app leads to a number of benefits, including:
Reducing workload
Resolving inquiries faster
Better customer experience
Customer Requirements
For successful installation and configuration, the following requirements need to be met:
Kustomer administrator privileges
parcelLab account with tracking data enabled
parcelLab API token to connect your parcelLab account with Kustomer
For more information on the scope and requirements of the parcelLab Kustomer app, please contact your parcelLab representative.
Installing the parcelLab Kustomer App
This section describes how you can install the parcelLab Kustomer app that is free to download from the Kustomer App Directory.
To install the app:
Sign into Kustomer as an admin user.
Navigate to the Kustomer App Directory.
Enter “parcelLab” into the search field.
Select the parcelLab app listing.
Click Install to complete the app installation.
The app is installed.
Configuring the parcelLab Kustomer App
This section describes how you can configure the parcelLab Kustomer app after the app has been successfully installed from the Kustomer App Directory.
Create a parcelLab API Token
To create a new API token in the parcelLab App:
Go to Admin > API Tokens.
Click Add API Token.
Leave the scope of the token to "Read" only.
Add a description for the token (for example: Kustomer integration).
Click Save. Your API token is saved and a one-time notification banner will display at the top of the page.
Copy the encoded token.
The token will only be shown once for security reasons.
The API token needs to be entered into the parcelLab app settings in the Kustomer platform to complete the setup (see below).
Connect parcelLab Account to Kustomer
To connect your parcelLab account details in the Kustomer platform:
Navigate to the Kustomer App Directory.
Click on the installed parcelLab app. The app overview page will display.
Click the Go to Settings option. The app configuration page will display.
Enter your parcelLab API token.
The API token can be created in the parcelLab App. For further information, see how to add an API token.
Click Save Changes to save the configuration.
If the configuration is correct and complete, you will be able to navigate to any Kustomer support ticket and see the parcelLab app as part of your Kustomer ticketing system in the sidebar on the right-hand side of the page.
Using the parcelLab Kustomer App
This section describes how you can use the parcelLab Kustomer app.
Access the App
The app can be found in the body of a ticket when the Conversation insights panel on the right-hand side of the page is open.
Overview of App Content
Order-specific information is displayed in the app automatically by searching for a customer (for example: customer name or email address) and accessing their Kustomer timeline.
The following order information can be viewed in the app:
Order number
Recipient’s address
Overview of tracking records (that is: for outbound and return trackings)
Most recent delivery status of each tracking
View Full Tracking Details
To view full tracking details, click Show more at the bottom of the parcelLab app pane.
The following details will display:
Order details: This includes all recent orders for the customer and the latest status
Product details: The information displayed includes the item name and quantity
More details via an external link to the parcelLab App, where you can access additional tracking information (for example: the Order Status page configured and designed for your brand as seen by your customers)
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