What is WISMO? And How Can Businesses Avoid it? – Route
With the increase in demand for ECommerce customer expectations are also increasing. Along with seamless online purchasing shoppers also expect fast and reliable shipping.
So managing WISMO(Where is my order) inquiries is important for maintaining positive customer experience. When customers will have to continuously look for updates about their order they tend to lose trust in the brand. But if you proactively address WISMO through clear communication and reliable tracking solutions you will be able to reduce customer frustration.
In this article we will understand more about WISMO and how businesses can avoid it.
What is WISMO?
WISMO stands for ‘Where is My Order’,this is a common question that an online customer would ask when they are not sure about the status of their package.
It depicts the anxiety or the uncertainty a buyer feels after making a purchase but before receiving the product.
Customers often reach out to businesses to track their shipment or clarify unexpected delays. Hence there is a need for businesses to provide clear and timely updates to reduce uncertainty and build trust.
Common Scenarios that lead to WISMO Inquiries
- Delayed Shipments: Customers become concerned when their packages take longer time than expected to arrive, specially when no updates are provided regarding the delay.
- Unclear Tracking Information: When the given tracking numbers don’t work or the tracking pages provide limited or vague details, customers are more likely to reach out for clarification.
- Lack of Communication: When customers are not informed about their order status, they become uncertain and are more likely to reach out.
- Unexpected Delivery Issues: Problems like lost packages, incomplete deliveries also trigger WISMO inquiries.
Why WISMO is a problem for businesses?
- High volume of Customer Service Inquiries: It is found that the highest number of customer support requests during peak shopping season like holidays is WISMO inquiries. Research shows that 70-80% of customer inquiries during these times are related to order tracking and shipment status. Handling such a high volume of requests puts immense pressure on customer service teams, who will have to respond to each query individually hence they might lose out on responding to other critical customer issues.
- Reduced Customer Trust and Potential Loss of Future Sales: When customers experience delays or don’t get the whereabouts of their orders their trust in the business reduces. According to a survey 85% of consumers said that they would stop purchasing from a business after a poor delivery experience.
- Increased Operational costs: Responding to WISMO inquiries can significantly increase operational costs for businesses. Each query requires time and resources from the customer service teams. If these inquiries increase companies will have to hire additional staff or invest in automated solutions causing increase in costs.
- Negative Impact on Brand perception and reviews: When customers are left in the dark about their orders, they may turn to public forums or social media to express dissatisfaction. Negative reviews about shipping delays and poor communication can damage the brand’s reputation, making it harder to attract new customers.
How Route helps businesses manage WISMO?
Route provides a comprehensive shipment tracking solution to businesses to handle WISMO inquiries. Route offers tools to automate tracking updates and improve customer communication which directly addresses the ‘Where is My Order?’ problem. Route offers customers transparency throughout the shipping process and also reduces the volume of WISMO related support tickets and builds trust between the business and its customers.
Features of Route
The Key features of Route are:
- Real-Time tracking: Route provides real-time updates on a customer’s shipment, enabling them to know exactly where their order is at any given moment. This reduces uncertainty and eliminates the need for WISMO inquiries.
- Proactive Notifications: Route sends automatic notifications to customers at critical stages in the shipping journey, such as when an order is shipped, in transit, and delivered. Proactive communication keeps customers informed and reduces the number of times they need to reach out for status updates.
- Easy Access to Delivery Status: Through a user-friendly dashboard or mobile app, Route allows customers to quickly access detailed tracking information. This self-service option enables customers to monitor their orders without having to contact customer service teams.
Best Practices to Avoid WISMO enquiries
- Proactive Communication: Regularly updating customers on their order status can significantly reduce WISMO inquiries. By sending automatic notifications at key points such as when the order is shipped, in transit, and out for delivery businesses can keep customers informed and reduce the anxiety that leads to WISMO calls.
- Clear Shipping information: Providing accurate shipping estimates and tracking links at checkout is essential. Customers should know when to expect their order, and any potential delays should be communicated upfront. Including clear tracking links allows customers to monitor the status of their shipment easily, reducing uncertainty.
- Easy Access to Self-Help: Empowering customers to track their orders themselves with tools like Route can significantly reduce WISMO inquiries. By offering user-friendly dashboards, mobile apps, and branded tracking pages, businesses allow customers to independently access real-time shipment information without contacting customer support.
- Efficient Fulfillment Process: One of the primary causes of WISMO inquiries is delayed shipments. Ensuring a fast and efficient fulfillment process, from order placement to shipment, reduces the time customers spend waiting. Streamlined order processing and quick dispatch can minimize delays and keep customers satisfied.
- Customer Education: Educating customers about typical shipping timelines, possible delays, and holidays that might affect delivery can preempt many WISMO calls. Setting realistic expectations upfront reduces confusion and makes customers more understanding if minor delays occur.
The Last Shot
‘Where Is My Order?’ inquiries present significant challenges for businesses, affecting customer service workloads, operational costs, and customer trust.
However, by implementing best practices such as proactive communication, offering clear shipping information, providing easy access to self-help tools, optimizing the fulfillment process, and educating customers about typical delivery timelines, businesses can reduce the volume of WISMO-related queries.
Leveraging solutions like Route’s shipment tracking features can further enhance transparency and improve customer satisfaction, ultimately strengthening brand loyalty and operational efficiency.
FAQs
Why do customers ask “Where Is My Order?”
Customers typically ask this question when there is a lack of communication regarding their shipment, such as delays, unclear tracking information, or no updates. This often happens when customers become anxious about receiving their orders.
How does WISMO affect businesses?
WISMO inquiries can lead to increased pressure on customer service teams, reduced customer trust, higher operational costs, and negative brand perception. Unresolved WISMO issues can result in poor customer satisfaction and negative reviews.
How can Route help businesses manage WISMO?
Route offers solutions such as real-time tracking, proactive notifications, and easy access to delivery status via branded tracking pages. These features help reduce WISMO inquiries by providing transparency and keeping customers informed throughout the shipping process.
What are the benefits of using automated WISMO solutions?
Automated WISMO solutions, like those offered by Route, help businesses save time, reduce operational costs, improve customer satisfaction, and strengthen brand loyalty by providing customers with up-to-date order tracking information without requiring manual intervention from customer support.
Can WISMO inquiries be avoided completely?
While it’s difficult to completely eliminate WISMO inquiries, businesses can significantly reduce them by using proactive communication, providing accurate shipping details, and offering self-service tracking tools. Ensuring that customers feel informed and reassured throughout the delivery process is key to minimizing these queries.
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