The Ultimate Guide to Understanding and Reducing WISMO for Your Business

In today’s fast-paced e-commerce world, nothing is more critical than customer satisfaction. Delays, lost packages, and unexpected shipping issues can all lead to dissatisfied customers, and ultimately, lost sales. One of the most common concerns that plague e-commerce merchants is the persistent problem of WISMO – “Where Is My Order” calls. These calls not only rob e-commerce merchants of valuable time, but also create a perception of subpar customer service and ultimately result in customers taking their business elsewhere.

Understanding WISMO: What It Is and Why It Matters

WISMO – or “Where Is My Order” – refers to the inquiries that customers make to retailers when they need information regarding the status of their shipment. These inquiries can come in many forms: emails, phone calls, live chats, and social media messages. Avid online shoppers who consider shipping times an important determinant of where to shop, are likely to search a store’s FAQ and customer service page before making a purchase. WISMO matters because it is a significant hit to customer satisfaction ratings. Customers becoming agitated if delivery expectations are not met, and this follows with them reaching out to customer service, which is damaging to brand reputation.

The Impact of WISMO Calls on Your Business and Customers

WISMO calls not only negatively impact brand reputation but are also a significant drain of time and money on the merchant’s end. They distract customer service representatives from handling more critical issues, and numerous studies have shown that it costs 5-25 times more to acquire new customers than it is to retain existing ones. So, a large number of WISMO calls results in increased expenses, lost productivity, and diminished customer satisfaction regarding delivery expectations. Dissatisfied customers who receive delayed packages may not be inclined to shop with the e-commerce merchant again, and negative word-of-mouth can deter prospective customers from patronizing the business.

One way to reduce the number of WISMO calls is to provide customers with real-time tracking information. This can be done by integrating a tracking system into the e-commerce platform, which allows customers to track their packages at every stage of the delivery process. This not only reduces the number of WISMO calls but also enhances the customer experience by providing them with more control over their delivery.

Another way to reduce the number of WISMO calls is to provide customers with proactive delivery updates. This can be done by sending automated notifications to customers at every stage of the delivery process, such as when the package is dispatched, out for delivery, and delivered. This not only reduces the number of WISMO calls but also enhances the customer experience by keeping them informed about the status of their delivery.

Proven Strategies to Minimize WISMO Calls and Improve Customer Satisfaction

1. Setting Realistic Delivery Expectations to Reduce WISMO Calls

E-commerce merchants must set realistic delivery time frames so that customers can place orders with ease. Expectations should be set after taking into consideration the  distance between the merchant’s warehouse and the customer’s location, product availability, and shipping frequency. It is essential to ensure that order shipping times do not exceed expectations.

2. Providing Timely and Accurate Delivery Updates to Customers

Automated and personalized delivery confirmation messages can work wonders to keep customers informed and reduce WISMO calls. Shipping and tracking information should be sent as soon as the order is processed, and additional updates and status information should be promptly communicated for each step of the delivery journey. By doing so, e-commerce merchants are more likely to keep customers satisfied and lessen the possibility of WISMO calls. Preferably, the updates should be delivered via email and SMS, as these delivery channels are where the majority of customers look for updates about their orders.

3. Offering Self-Service Tracking Options to Empower Customers

Another option for reducing WISMO calls is offering self-service tracking options to your customers. By providing the ability for customers to track their orders on their own, merchants can reduce the volume of calls coming into customer service centers. With the prevalence of mobile devices, mobile-optimized tracking pages can serve the purpose adequately.

4. Creating a Branded Tracking Experience to Enhance Customer Loyalty

WISMO calls can be reduced and customer satisfaction enhanced even further by creating a branded tracking experience. Branded tracking pages provide a seamless experience and add value to the entire fulfillment process. By providing a branded experience, e-commerce merchants can create a sense of trust and confidence that can lead to higher customer loyalty levels.

5. Optimizing Your Customer Service Page to Address WISMO Concerns

WISMO concerns should be addressed under the FAQs section on the customer service page. It is important to be proactive and have answers readily available to customers related to common delivery concerns. Optimizing your customer service page helps reduce the number of WISMO inquiries and streamlines your customer service experience.

6. Equipping Your Support Team with the Right Tools to Handle WISMO Calls

Having trained customer service representatives who can answer WISMO inquiries quickly and efficiently will contribute to reducing the number of times customers need to reach out to you with questions. Integrated CRM tools with relevant customer data will equip your team to give accurate information and help resolve inquiries faster. This encourages customers to contact your team first for support instead of making a WISMO call and becoming agitated.

7. Providing Compensation for Late Deliveries

Despite all efforts, there may be instances where deliveries are delayed. In such cases, e-commerce merchants should consider providing compensation to customers for the inconvenience caused. Compensation can be in the form of discounts, free shipping, or other incentives. This gesture not only shows that the merchant values the customer’s time and satisfaction but also helps to reduce the number of WISMO calls and improve customer loyalty.

How Leading Brands Use LateShipment.com to Streamline Operations and Reduce WISMO Calls

Leading brands use a variety of tools to streamline operations, and one such tool that has been gaining popularity is LateShipment.com. This platform integrates with all major carriers and provides real-time shipping information, which is relayed to customers. LateShipment.com’s tools also empower merchants with real-time analytics and reports, enabling e-commerce store owners to identify issues and remain on top of fulfillment processes. With LateShipment.com’s help, merchants can identify patterns of inefficient shipping delays and take corrective action. By reducing WISMO calls, e-commerce store owners can focus more on customer engagement and sales strategies.

Moreover, LateShipment.com offers a feature called “Delivery Experience Management” that allows merchants to customize the post-purchase experience for their customers. This includes branded tracking pages, personalized delivery notifications, and delivery surveys. By providing a seamless and personalized delivery experience, merchants can increase customer satisfaction and loyalty. LateShipment.com’s platform also integrates with popular e-commerce platforms such as Shopify, Magento, and WooCommerce, making it easy for merchants to get started. With its comprehensive suite of tools, LateShipment.com is quickly becoming a go-to solution for e-commerce businesses looking to streamline their shipping operations and improve customer satisfaction.

Conclusion

Reducing WISMO calls is a significant step towards streamlining operations and reducing costs while increasing customer satisfaction. The strategies mentioned above, combined with tools like LateShipment.com, can work wonders in reducing WISMO calls and boosting customer satisfaction. By implementing these strategies, e-commerce merchants can save time, money and establish their brand as one that prioritizes the needs and concerns of their valued customers.

Another effective way to reduce WISMO calls is to provide customers with real-time tracking updates. This can be done by integrating a tracking system into the e-commerce platform, which allows customers to track their orders in real-time. By providing customers with accurate and up-to-date information about their orders, merchants can reduce the number of WISMO calls and improve customer satisfaction.

Additionally, offering proactive communication to customers can also help reduce WISMO calls. Merchants can send automated emails or text messages to customers at various stages of the shipping process, such as when the order is shipped, out for delivery, or delivered. This not only keeps customers informed but also reassures them that their order is on its way, reducing the likelihood of them calling to inquire about its status.