WISMO calls, short for “Where Is My Order?”, can be a real headache for online stores. These customer inquiries about order status can eat up a lot of time and resources. But there are ways to cut down on these calls and keep your customers happy. Let’s explore 7 proven strategies to reduce WISMO calls through better communication across multiple shipping carriers.

Why Reducing WISMO Calls Matters

WISMO calls can make up a big chunk of customer service interactions – sometimes up to 50%! That’s a lot of time and money spent just telling people where their packages are. Plus, customers who have to call about their orders are often frustrated, which isn’t great for keeping them happy and loyal.

The good news is, by improving how you communicate about shipments across different carriers, you can cut WISMO calls by as much as 90% (30-75% on average). That’s a huge difference that can save you money and keep your customers smiling. Learn more about WISMO and its impact on e-commerce.

7 Strategies to Reduce WISMO Calls

1. Set Up Real-Time Tracking in One Place

One of the best ways to cut down on WISMO calls is to give customers a single place to track their orders in real-time, no matter which carrier is handling the shipment. This means they can easily check their order status without having to contact you. Shopify stores can benefit greatly from centralized tracking, making it easier for both customers and staff to stay on top of orders.

Real-time tracking isn’t just convenient – it’s becoming something customers expect. When they can see exactly where their package is at any time, they’re much less likely to pick up the phone and ask you about it.

2. Send Proactive Shipping Updates

Don’t wait for customers to come to you – keep them in the loop with automatic updates at key points in the shipping process. This could include messages when the order is packed, when it ships, and when it’s out for delivery. By giving customers this information before they ask for it, you’re showing that you care about keeping them informed.

Different carriers might have different ways of handling shipments, so it’s smart to tailor your messages for each one. This way, customers always get accurate, relevant updates no matter who’s delivering their package. Consider using SMS updates for time-sensitive information, as text messages have higher open rates than emails.

3. Make Self-Service Easy

Many customers prefer to find answers on their own rather than contacting support. By providing easy-to-use self-service options, you can significantly reduce WISMO calls. This could include a user-friendly tracking interface on your website, a detailed FAQ section about shipping and delivery, and even chatbots that can answer common questions.

WooCommerce stores can implement powerful self-service tools to help customers track orders and find answers quickly. The easier you make it for customers to get information on their own, the less likely they are to call you for help. Consider adding video tutorials or interactive guides to help customers navigate your tracking system effectively.

4. Get Better at Estimating Delivery Times

One of the main reasons customers make WISMO calls is because their package didn’t arrive when they expected it to. By using data to make more accurate delivery predictions, you can set realistic expectations from the start. This might mean analyzing past shipping data to account for factors like distance, carrier performance, and seasonal trends.

When you give customers a more accurate idea of when their package will arrive, they’re less likely to worry and call to check on it. Just remember to always communicate these estimates clearly at checkout and in follow-up emails. Consider using machine learning algorithms to continuously improve your delivery time predictions based on real-world data.

5. Use Smart Email Campaigns After Purchase

Email is a powerful tool for keeping customers informed and reducing WISMO calls. Set up a series of emails that go out at different stages of the shipping process. These could include:

• An order confirmation with estimated delivery date
• A shipping notification when the package leaves your warehouse
• Updates on any changes or delays
• A delivery confirmation once the package arrives

By proactively sending this information, you’re answering questions before customers even think to ask them. Plus, you can personalize these emails to make customers feel valued and build stronger relationships. Consider segmenting your email list based on shipping destinations or product types to provide even more relevant information.

6. Use AI to Handle Customer Service

Artificial intelligence can be a real game-changer for handling WISMO inquiries. Chatbots powered by AI can answer simple questions about order status 24/7, freeing up your human staff for more complex issues. These bots can get smarter over time, learning to handle a wider range of questions and provide more detailed answers.

AI can also help predict shipping issues before they happen. By analyzing patterns in shipping data, AI systems can flag potential delays or problems, allowing you to address them proactively and keep customers in the loop. Consider implementing AI-powered voice assistants to handle phone inquiries, further reducing the workload on your customer service team.

7. Tap into IoT for Better Tracking

The Internet of Things (IoT) is opening up new possibilities for package tracking. Small, internet-connected devices can be attached to packages to provide real-time location updates. This technology can give customers incredibly accurate information about where their package is at any given moment.

With IoT tracking, you can offer customers a level of visibility that was once impossible. This not only reduces WISMO calls but can also help you identify and address issues in your shipping process. Learn how advanced tracking can boost customer retention. Consider partnering with carriers who offer IoT-enabled tracking to provide this enhanced service to your customers.

Putting It All Together

Implementing these strategies can dramatically reduce WISMO calls and improve your customers’ experience. Here’s a quick recap of the key points:

Remember, reducing WISMO calls isn’t just about saving time and money for your business. It’s about creating a better experience for your customers. When you keep them informed and make it easy for them to track their orders, you’re showing that you value their time and peace of mind. This leads to happier customers who are more likely to come back and shop with you again.

Understand the unique shipping challenges for DTC e-commerce to further improve your strategies.

The Future of Managing WISMO

As technology continues to advance, we can expect even more innovative ways to reduce WISMO calls. From predictive analytics that can forecast shipping issues before they happen, to augmented reality apps that let customers visualize their package’s journey, the future of order tracking is exciting.

The key is to stay adaptable and keep looking for new ways to improve your multi-carrier communication. By doing so, you’ll not only reduce WISMO calls but also stay ahead of the competition and keep your customers coming back for more. Consider exploring emerging technologies like blockchain for enhanced supply chain transparency or virtual reality for immersive package tracking experiences.

Conclusion: The Big Picture of WISMO Management

Cutting down on WISMO calls through better multi-carrier communication is more than just a way to save on customer service costs. It’s about creating a smoother, more transparent shopping experience that builds trust and loyalty. By implementing these strategies, you’re not just solving a problem – you’re transforming your post-purchase experience into a competitive advantage.

Remember, every WISMO call you prevent is a customer you’ve kept informed and satisfied. And in the world of e-commerce, satisfied customers are the key to long-term success. So start implementing these strategies today, and watch as your WISMO calls decrease and your customer satisfaction soars. By focusing on proactive communication and leveraging technology, you can create a post-purchase experience that delights customers and keeps them coming back for more.