WISMO stands for 'Where is my order?' and is the most frequently received query for most retailers. These calls normally account for around 30-50% of all customer service enquiries and can reach 70-80% during peak periods.
How Can Retailers Reduce WISMO?
- Proactive multi-channel post-purchase communication -- Send regular updates via SMS, email, WhatsApp, and Facebook Messenger.
- Communicate delivery delays at checkout -- Advertise prominently how many days delivery is likely to take.
- Keep shipping status up-to-date -- Inform customers in real-time about order status.
- Set up FAQ pages -- Direct customers to answers about delivery status and times.
- Direct support traffic to other channels -- If telephone support is limited, direct to Messenger or WhatsApp.
- Measure satisfaction using NPS -- Quickly recognize problems with your services through customer feedback.
Expert Quote
"Customers are currently very lenient when it comes to shipping times. Anyone who surprises customers with excellent service has a good chance of turning occasional customers into permanent regular customers."
-- Anton Eder, COO, parcelLab
parcelLab has helped retailers reduce WISMO calls by 25% instantly, as customers are kept informed about the status of their order.
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