WISMO stands for \u2018Where is my order.\u2019 It\u2019s a term used in the customer service industry to refer to customer queries waiting for their orders to be delivered.<\/p>\n
These queries can be as simple as status updates to more complex questions about delivery delays or issues.<\/p>\n
Here are some variations of this question: When will my package be delivered? Can you give me an update on my order? Why hasn\u2019t my package been delivered yet?<\/p>\n
You\u2019ll get these queries after a delivery exception. A delivery exception occurs when a shipment is temporarily held up in transit due to an unforeseen circumstance.<\/p>\n
Customers can even call before their items arrive, as they can be anxious and want to see into the fulfillment process.<\/p>\n
Your customer service team can receive these queries through various channels, such as email, phone calls, social media, chatbots, and messaging apps.<\/p>\n
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Common Causes of WISMO <\/strong><\/p>\n Here are several reasons why you may get a lot of WISMO queries.<\/p>\n <\/p>\n 5 Ways to Reduce WISMO Queries<\/strong><\/p>\n Here are some strategies to reduce WISMO calls and improve customer satisfaction.<\/p>\n 1. Proactively Update Customers about their Order Status<\/p>\n Provide customers real-time tracking information about their order status throughout the fulfillment and delivery process. This could be the package location, estimated delivery date and time, or any changes during delivery.<\/p>\n You can use a route planner like Route4Me to proactively notify customers of order status, changes, and instructions to reduce their worries.<\/p>\n You can set up automated email notifications to be sent when an order is dispatched, out for delivery, or delivered. This way, customers are always in the loop about their order\u2019s whereabouts.<\/p>\n The best part is that you can customize the text and design of the notification messages as per your requirements.<\/p>\n Plus, you can set specific time windows for each type of notification so messages are sent to customers only when they are available.<\/p>\n 2. Offer Self-Service Tracking<\/p>\n According to a study by Digital Commerce 360, 93% of customers want to be informed throughout the delivery process. And 47% said they would stop ordering from a brand with poor delivery visibility.<\/p>\n To meet online shoppers\u2019 demand, provide your customers with a self-service tracking page where they can follow the progress of their orders.<\/p>\n For example, Route4Me\u2019s last-mile optimization solution offers a customized online tracking portal that\u2019s easy to use and allows your customers to track shipment, order status, and delivery details on their own.<\/p>\n Customers can track their packages using a unique tracking number or ID from when they leave the warehouse until they reach their doorstep. They can use Route4Me\u2019s Tracking Page Link directly or via the link sent by Email or SMS.<\/p>\n Therefore, with Route4Me, you can provide your customers with a seamless package tracking experience and reduce the need for them to call and ask about their order status.<\/p>\n 3. Provide Accurate ETA<\/p>\n One of the best ways to reduce WISMO calls is to provide customers with an accurate estimated time of arrival (ETA) for their packages.<\/p>\n This reduces customer anxiety and plays a significant role in managing customer expectations, an essential aspect of logistics operations.<\/p>\n But, calculating an accurate ETA is hard.<\/p>\n You have to consider the driving time and the time to find a parking spot, offload, get to a particular floor of the customer\u2019s building, and so on. So, delivering at some stops can take more time than others. This makes ETA calculation complicated.<\/p>\n However, Route4Me\u2019s multiple stop route planner makes this job easy.<\/p>\n The software offers a \u2018Service Time\u2019 parameter that lets you quickly consider your team\u2019s time servicing each address on every optimized route to provide an accurate ETA.<\/p>\n You just need to define the same or different service times for each destination on your routes. The route optimizer software will automatically compute the total route time and provide a more realistic and accurate duration for the complete route.<\/p>\n Route4Me\u2019s vehicle routing and scheduling software even has a built-in commercial GPS tracker that helps you track your delivery vehicles in real-time.<\/p>\n So, if delivery delays are expected due to unexpected situations, like a mile-long traffic jam caused by a road accident. You can notify customers about such delays and keep them informed.<\/p>\n 4. Protect the Packages<\/p>\n Protecting the packages is key to reducing customers\u2019 anxiety about order status and the need to contact support.<\/p>\n Plus, customers will find you reliable and professional and will order from you again. This reduces WISMO calls and enhances your brand and customer loyalty.<\/p>\n So, how can you keep the packages safe and secure? Here are some ideas.<\/p>\n 5. Develop a Well-trained 24\/7 Support Team<\/p>\n Having your customer service representatives well-trained and able to quickly resolve WISMO queries is key to reducing follow-up calls.<\/p>\n Good interactions with support can improve overall customer satisfaction. So, investing in staff training is not an expense but a strategic move to reduce support costs and improve customer experience.<\/p>\n You can schedule a training session for your support team once or twice a week. In addition, you can share detailed guidelines on prompt and efficient handling of customer queries.<\/p>\n Customer service representatives must be available 24\/7 to reduce customer frustration and repeated inquiries.<\/p>\n <\/p>\n Final Thoughts about WISMO Inquiries and Post Purchase Experience<\/strong><\/p>\n WISMO or \u2018Where is My Order\u2019 calls are more than just a query. It\u2019s your chance to improve delivery service and win customer trust. So, leave no stone unturned.<\/p>\n Use a multi-stop route planner to avoid delivery delays and send timely order status updates to your customers. Such software also has a tracking page where customers can track their order status themselves.<\/p>\n It will reduce WISMO calls, alleviate the burden on customer service teams, improve customer satisfaction, and increase repeat business.<\/p>\n\n
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