Communications

Guide your customers along each stage of the delivery journey with proactive communications.

Overview

Post-purchase communications are part of the parcelLab Engage product suite and allow you to deliver personalized emails and status updates from your preferred channels.

You can set up your communications to provide a variety of status updates and tailored communication to send to your customers so they can find the latest status of a delivery as well as enjoy a branded experience.

What's Included?

Proactive communications based on defined triggers

Customizable content to keep your customers updated, such as click and collect, product lists and more

Flexible configuration and setup for communications to meet a brand’s needs

Benefits

Full control over your brand touchpoints

Drive traffic through personalization

Reduce calls to your customer service teams

Ability to test messages to maximize engagement, clicks, and conversion

What Do I Need to Know?

To help you get started with sending proactive communications, see our FAQs below.

If you have any further questions relating to setup of your communications, please contact your parcelLab representative or fill in our contact form and we’ll get back to you.

How do I set up a new email template?

You can add new email templates in the Email Templates section of the Journey Manager module in the App.

When you add a new template, you can insert the HTML snippet for your email into the email editor. This will automatically display in the preview so you can check how the content will look in your emails.

The following need to be included for your email template to work correctly:

• A <!DOCTYPE> tag at the very top and that the tag is not empty. Otherwise, the template will not be responsive.

• A {{content}} tag in your template. This is a placeholder that will be replaced by all the messages set in the Messages section of the module.

For further information on configuring emails, see our setup guide.

How do I add UTM parameters?

To set UTM parameters for your campaigns, you need to provide your UTM parameters to parcelLab and we will add them to the corresponding URLs in the notifications.

The following types of UTM parameters can be used:

• utm_source (required) – identifies the source of your traffic.

• utm_medium (required) – identifies the medium of the link that was used.

• utm_campaign (required) – identifies a strategic campaign.

• utm_term (optional) – identifies keywords.

• utm_content (optional) – retrieves additional details for A/B testing.

For further information on configuring UTM parameters, see our setup guide.

What is white-labelling?

White-labelling is used by parcelLab to send emails on your behalf as if they were sent directly by your brand (that is: with your styling and content).

For further information on configuring emails, see our setup guide.

Can I test my emails to see which templates work best for customer groups/events?

Yes, you can use A/B testing at message and content level to ensure your communications meet your brand’s needs.

For further information on configuring A/B testing, see our setup guide.

Learn more about Communications

View the following topics for more in-depth information on using communications:

Communications Configuration

Find out how you can set up and customize your communications.

Standard Email Communication

Send proactive order status updates via email throughout the outbound delivery process.

Proactive Communications

See the types of proactive communication methods you can send as part of your customer communications.

Embedded Content

View content you can integrate in your customer communications.

Feedback and Review Platforms

See the different feedback and review platforms you can incorporate in your communications.

Communication Channels

Find out which communication channels you can use to provide proactive tracking updates.