WISMO stands for “Where Is My Order?” It’s a customer inquiry about the product’s delivery date, order status and processing time. Not surprisingly, many customers can’t wait to receive their orders and consistently reach out to customer service to determine their packages’ arrival.
In fact, ShippyPro writes that about 93% of online customers demand to receive updates about their shipments. Another study found that 48% of customer experience and supply chain professionals would like to reduce “Where Is My Order” (WISMO) calls and 87% want improved access to package delivery analytics.
WISMO calls take a large chunk of time from customer service agents and they cost your business too. The good news is that there are steps you can take to reduce or even eliminate WISMO tickets.
1. Provide on-site order tracking.
Upgrade your customer experience and eliminate WISMO tickets by providing customers with on-site self service order tracking.
For example, Amazon’s map tracking lets users track their orders in real-time and identify its accurate location. It also provides the date of delivery, arrival time, and the number of stops remaining until your package reaches your home.
Shopify stores can replicate this awesome post-purchase experience quite easily by installing an order tracking app, such as ours, Tracktor. Tracktor enables your customers to track their orders right on your site, and is proven to eliminate WISMO tickets in customers under age 50. The best part? You can use Tracktor for free! Install it here.
On-site self-service order tracking is more effective when combined with notification emails that contain a link to the tracking page. Notification emails are sent to confirm orders, shipping and provide delivery details.
Tracktor integrates with another Shopify app, Spently, to enable you to customize Shopify’s notification emails. You can use Spently’s drag-and-drop builder then follow the app’s wizard to customize your emails.
You’ll be prompted to create a set of notification emails for various shipping update emails.
In addition, you can include the following marketing components in each email:
- Product recommendations
- Unique discount codes
- Referral codes
- Navigation bar
- Social links
2. Address order tracking in the FAQ section
Before customers make an order, they often visit your FAQ page to get international shipping details, duration of delivery, contact information and other details relevant to making a purchase.
New customers especially want to get delivery estimates even if it’s not an exact number of days. After all, they don’t have experience with how your buying process works. So if you don’t address the “Where is my order” in the FAQ section, then customers could be dissuaded from making a purchase.
For example, Wicked Clothes’ FAQ page has shipping details for both local and international customers.
If you’re providing on-site self service order tracking, the FAQ page is also the perfect spot to include a link to the order tracking page.
Having a chatbot that answers customer inquiries is a lot cheaper than paying agents to do the same task.
Tobias Goebel, VP Product Marketing at Sparkcentral, wrote that a WISMO inquiry could cost $2.50 each — when handled by an agent. In contrast, chatbots are cheaper and can automatically answer questions beyond a WISMO inquiry. By Goebel’s estimate, a chatbot could cost $0.02 cents per message, so having a chatbot translates to about a 99% savings for merchants.
Chatbots are particularly effective if you’re using it alongside on-site self service order tracking. The chatbot can easily serve the link to the tracking page to a customer, rather than having to set up more complex automation.
Getting started with Reducing WISMO calls
Reducing WISMO calls is easier than you think, provided you have the right technology. Install Tracktor for free now.
Sal manages Product & Growth at Spently. Their application allows Shopify merchants to leverage their store emails as an additional sales channel by embedding marketing components to cultivate engagement, and queue follow up sequences to foster customer retention.