parcelLab
All order and return tracking information in real-time in one view
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parcelLab
The parcelLab Zendesk app helps brands increase customer service productivity by empowering agents to answer order delivery questions faster.
parcelLab enables brands to own their end-to-end customer experience during all operational processes. We bring data and systems together so customers can receive relevant, reliable, personalized and branded communications that turn everyday operational matters like delivery, repair, warranty and returns into moments of joy.
With our Zendesk app there’s no need to switch between Zendesk and parcelLab! All relevant tracking information is available in real-time for every single order in one view, alongside the customer ticket. Shipping disruptions are highlighted so customer service agents can quickly see what went wrong and when it happened, improving the customer experience while reducing call handle times and repeat call-backs.
This app is free to download but requires an existing parcelLab account with tracking data enabled prior to installation. Contact us online or reach out to your parcelLab Account Manager for more information and pricing.
Answer WISMO questions faster, and more accurately
Say goodbye to manually searching for tracking updates. Our parcelLab app automatically displays the most up to date information, including:
Customer name, recipient address, and carrier
Order and tracking numbers with the latest delivery status
Multiple shipments sorted with the most critical deliveries and disruptions first
Product details + see what’s in each box for multi-package shipments
Detailed view of earlier shipping activity and estimated delivery date
Easy access to additional carrier data like delivery location
All customer communication (email, SMS etc.)
Search by order or customer email to see full buying history
Key benefits
Reducing workload: access all necessary tracking and delivery information in one view within the parcelLab Zendesk app.
Resolve inquiries faster: no switching between platforms to try and find the right answers for customer questions.
Better customer experience: give accurate answers faster, have better conversations with your customers to build trust and loyalty.
Why other brands choose parcelLab
parcelLab is the leading Operations Experience Management platform globally. We bring people and brands closer together by closing the experience gap post-sales and beyond. We enable 550+ brands, online retailers and B2B distributors to regain control over their end-to-end customer journey. Rather than relying on third parties like DHL, FedEx and DPD to manage customer communication, brands can control all touch points within their own ecosystem.
For pricing and more information contact us online.
설치 방법
If you're not a parcelLab customer and you're interested in finding out more on how parcelLab can benefit your business, please visit parcellab.com.
Getting started
For a more in-depth installation and configuration instruction, please visit how pl works.
Click the Install button above (on this page) to install the parcelLab Zendesk app in your Zendesk account.
Enter your parcelLab API user in the installation configuration field: Ask your parcelLab Account Manager to receive the user id.
Enter your parcelLab API token: Ask your parcelLab Account Manager to receive the token.
Enter your parcelLab portal email and password: determine one user of your parcelLab account whose credentials need to be entered and are then used for all service agents working with the app. Note: If your company uses SSO for parcelLab, leave the email address and password fields blank.
(Optionally) Enter the ticket field ID of a Zendesk ticket field that the parcelLab Zendesk app should use to automatically retrieve the order status when you open a support ticket. You can find all available ticket fields and their corresponding unique ticket field IDs under Admin / Admin Center / Objects and rules / Tickets / Fields. Note: You can also configure this at a later point.
Click Update to save the configuration and complete the parcelLab Zendesk app installation.
(Optionally) Multi-country setup: If you have multiple parcelLab accounts for different countries and/or brands, select the Enable multi account feature checkbox within the app configuration. Then navigate to your Agent Dashboard in Zendesk Support and click on the parcelLab logo at the bottom of the navigation panel on the left-hand side so that the multi account configuration page will display. Here you can add the credentials of all your accounts.
That’s it! You'll now find the parcelLab Zendesk app in your Zendesk sidebar when you open a ticket. Have fun using it!
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