Your customer satisfaction is won or lost in the moments after the buy button is clicked. This critical post-purchase period is often filled with excitement, anticipation, and anxiety. A poor post purchase experience lead to negative reviews and a spike in support tickets and erodes trust sending customers straight to your competitors.
Successful e-commerce businesses aim for CSAT scores of 75-85% to stay competitive. Achieving that requires flawless execution long after the initial sale.
WISMOlabs transforms the important post-purchase phase of the buyers journey into your greatest strength. We empower you to move beyond generic, transactional updates and create proactive, personalized, and reassuring experiences that don’t just satisfy customers – they delight them.
One of our clients had a group of customers experiencing a lag in tracking visibility for economy shipments. This created anxiety and a flood of “Where is my order?” tickets. By implementing a specific WISMOlabs messaging flow for this segment – explaining the short delay in tracking updates – they eliminated the friction, reduced support tickets, and improved CSAT for this customer group.
A brand was plagued by 3-star reviews because their review platform sent requests too early or after problematic deliveries. With WISMOlabs, they now time product review requests to arrive 3 days after a confirmed and issue-free delivery. The result was a significant increase in 4 and 5-star ratings and richer, more positive customer feedback.
Customer satisfaction is a direct result of managing, meeting and exceeding expectations. The post-purchase journey is your most impactful opportunity to do just that. A positive delivery experience significantly influences customer satisfaction and can leave a lasting positive impression.
Michael Packman
Marketing Manager at Nootropics Depot
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