PAQATO

What is PAQATO

PAQATO is a specialized software-as-a-service (SaaS) platform designed for e-commerce businesses to optimize their after-sales processes. Developed by the German company PAQATO GmbH, headquartered in Münster, its core purpose is to enhance the customer experience from the moment an order is placed until it is delivered and beyond. The platform achieves this by providing tools for proactive and branded shipping communication, detailed shipment tracking, logistics analysis, and automated returns management. By turning the often-neglected post-purchase phase into a powerful marketing and customer retention channel, PAQATO helps online shops reduce customer service inquiries, increase repeat purchases, and build stronger brand loyalty.

PAQATO Features

PAQATO is built on four main pillars, each offering a distinct set of features to improve the after-sales journey.

• QONTROL: This is the central analytics and monitoring module. It provides a complete overview of key performance indicators (KPIs) related to shipping and logistics. Users can analyze carrier performance, identify delivery delays, and gain actionable insights to optimize their shipping processes and reduce costs.

• SPEAQ: This feature focuses on automated and personalized shipping communication. It allows businesses to send branded notifications to customers at every stage of the delivery process (e.g., order confirmed, shipped, in transit, out for delivery). This proactive communication reduces customer anxiety and significantly lowers the number of "Where is my order?" inquiries. It can also be used to drive traffic back to the store for cross-selling and upselling.

• TRAQ: With TRAQ, businesses can create a fully branded tracking page hosted on their own domain. Instead of sending customers to external carrier websites, this feature keeps them within the brand's ecosystem. The tracking page can be customized with logos, brand colors, marketing banners, and product recommendations, creating additional touchpoints and revenue opportunities.

• RETURN: This module provides a fully automated and digital returns portal. It simplifies the return process for both the customer and the merchant. Customers can easily initiate a return and print their label, while the business can collect data on return reasons to identify product or process issues. This helps to reduce the return rate over time and manage returns more efficiently.

PAQATO Pricing Plans

PAQATO offers customized pricing plans tailored to the specific needs and shipping volume of each e-commerce business. The pricing is typically structured in tiers based on the number of parcels shipped per month. While specific plans are not publicly listed, they generally follow a model that accommodates businesses of different sizes.

• Essential Plan: Aimed at smaller businesses and startups, this plan would likely include core features like basic automated shipping communication and a standard branded tracking page for a limited number of shipments.

• Professional Plan: Designed for growing mid-sized businesses, this tier usually offers more advanced features, such as deeper analytics with QONTROL, more customization options for communication, and the full returns portal (RETURN). The shipment volume included is significantly higher.

• Enterprise Plan: This is a custom solution for large-scale retailers with high shipping volumes. It includes all platform features, dedicated account management, premium support, custom integrations, and service level agreements (SLAs) to meet complex logistical requirements.

PAQATO Free Plan

PAQATO does not offer a traditional free plan or a self-service free trial. Instead, the company provides a free, no-obligation potential analysis. In this personalized consultation, their experts analyze a business's current after-sales process to identify areas for improvement and demonstrate how PAQATO can help achieve specific goals, such as reducing service costs or increasing customer lifetime value. This is followed by a custom demo of the platform tailored to the business's needs.

How to use PAQATO

Getting started with PAQATO involves a few key steps to integrate it into your e-commerce workflow.

1. Integration: The first step is to connect PAQATO with your existing systems. This is typically done through pre-built integrations for popular e-commerce platforms like Shopify, Shopware, or Magento, or via an API for custom setups.
2. Configure Communication: Once connected, you can set up your automated shipping messages in the SPEAQ module. You can customize email and SMS templates for various delivery statuses, using your brand's tone of voice and design.
3. Design Your Tracking Page: In the TRAQ module, you design your branded tracking page. You can upload your logo, set brand colors, and add marketing elements like promotional banners or recommended products.
4. Set Up the Returns Portal: Using the RETURN module, you configure your returns portal according to your return policy. You can define return reasons for customers to select, which provides valuable feedback.
5. Monitor and Optimize: With everything set up, you can use the QONTROL dashboard to monitor your shipping performance in real-time. Analyze carrier delivery times, identify issues, and use the data to make informed decisions to improve your logistics.

Pros and Cons of PAQATO

Pros

• Enhanced Customer Experience: Proactive communication and branded tracking keep customers informed and engaged, building trust.
• Reduced Service Costs: Automating shipping updates significantly decreases the volume of customer inquiries about order status.
• Increased Revenue: The branded tracking page serves as an effective marketing channel for upselling and cross-selling, driving repeat purchases.
• Actionable Logistics Insights: The analytics dashboard helps businesses monitor and improve their shipping operations.
• Strong Focus on the DACH Market: The platform is well-suited for businesses operating in Germany, Austria, and Switzerland, with deep integrations with local carriers.

Cons

• No Transparent Pricing: The need to contact sales for a quote can be a barrier for smaller businesses that prefer self-service options.
• No Free Trial: The lack of a self-service free trial makes it difficult to test the platform's functionality without committing to a sales demo.
• Primarily German-Centric: While effective, its primary language and market focus might be less ideal for businesses operating mainly outside of Europe.

PAQATO integrations

PAQATO is designed to integrate seamlessly with a wide range of e-commerce systems, enterprise resource planning (ERP) software, and warehouse management systems (WMS). This ensures that data flows smoothly between your existing tools and the PAQATO platform. Common integrations include:

• Shop Systems: Shopify, Shopware, Magento (Adobe Commerce), WooCommerce, BigCommerce.
• ERPs and WMS: plentymarkets, JTL, Xentral, SAP, Microsoft Dynamics.
• Carriers: Deep integrations with major European and global carriers like DHL, DPD, GLS, Hermes, UPS, and FedEx.

Integrations are typically handled via pre-built connectors or through PAQATO's flexible API for custom solutions.

PAQATO Alternatives

• AfterShip: A global leader in the post-purchase space, AfterShip offers a massive network of over 1,000 carrier integrations worldwide. It is a strong alternative for businesses with a global customer base.

• parcelLab: Another powerful platform with European roots, parcelLab focuses on creating highly customized post-purchase experiences for enterprise-level brands. They are known for their premium service and deep operational data insights.

• Narvar: A US-based competitor that is very popular among large retailers. Narvar offers a comprehensive suite of tools for tracking, returns, and customer communication, with a strong focus on the North American market.

• Shipup: Headquartered in France, Shipup provides a similar set of features, including proactive notifications and a branded tracking page. It is a solid choice for businesses looking for a strong European alternative.

PAQATO API

Yes, PAQATO provides a REST API for developers. The API allows businesses to create custom integrations, connect proprietary systems, or pull shipping data into their own applications. This is particularly useful for companies with complex technical stacks or unique workflow requirements. To get access to the API and obtain an API key, you typically need to be a PAQATO customer. The key and detailed documentation would be provided during the onboarding process and accessible through your account dashboard.

An example of a potential API call to fetch tracking information might look like this:

{
  "method": "GET",
  "url": "https://api.paqato.com/v1/shipments?tracking_number=123456789",
  "headers": {
    "Authorization": "Bearer YOUR_API_KEY",
    "Content-Type": "application/json"
  }
}

For specific details, developers should consult the official API documentation provided by PAQATO.

PAQATO Affiliate program

PAQATO does not publicly advertise a formal affiliate or referral program on its website. B2B SaaS companies like PAQATO often focus on direct sales and strategic partnerships with agencies, consultants, and technology providers. If you are an agency or influencer in the e-commerce space and believe your audience would benefit from PAQATO, it is recommended to contact their partnership or sales team directly to inquire about potential collaboration opportunities. They may offer custom partnership agreements on a case-by-case basis.