As a retailer, you understand the importance of customer satisfaction and loyalty. One of the most frustrating experiences for customers is waiting for their order to arrive without any status updates. In today’s fast-paced world, customers demand transparency and communication throughout the entire order process. This is where WISMO comes in – an acronym for “Where is my order?”
In this blog post, we will dive deeper into the concept of WISMO and how it can help reduce customer frustration and increase loyalty.
What is WISMO and How Does it Work?
WISMO (Where is my order?) is a term used to describe customer inquiries about the status of their orders. This is a common issue that businesses face, and it can cause frustration for both customers and customer service representatives.
WISMO typically involves a customer calling or emailing a business to ask about the status of their order. They may want to know when it will be delivered, where it currently is, or any other pertinent information. Then, the customer service representative must look up the information and provide an update to the customer.
To make this process smoother, businesses can implement a WISMO system that allows customers to check their order status themselves. A retailer’s WISMO system can take many forms, including:
Order Tracking
A webpage where customers can enter their order number or other identifying information to see the status of their order.
Automated Updates
A system that sends automated updates to customers via email or text message. These updates can include order confirmation, shipping confirmation, and delivery confirmation.
Customer Portal
A portal where customers can log in and see the status of their order, and other information such as their order history and account details.
How to Use WISMO in Ecommerce
Using WISMO as an Online Retailer
A customer places an order on an online retailer’s website and receives an email confirmation with an order number. The customer can then log into the retailer’s website and see the status of their order, including when it shipped and when it will be delivered.
WISMO for Delivery Service
A customer orders food delivery from a restaurant and receives a text message with a tracking link. The tracking link shows the location of the delivery driver in real-time. This allows the customer to know exactly when their food will arrive.
Implementing WISMO in a Subscription Service
A customer signs up for a monthly subscription service and receives automated updates when their shipment is on its way. The customer can also log into their account on the website to see the status of their upcoming shipments.
In all of these examples, the customer can easily check the status of their order without contacting customer service. Therefore, saving time and frustration for both the customer and the business.
Implementing a WISMO system can be a game-changer for businesses that deal with a high volume of orders or customer inquiries. Providing customers with real-time updates and easy access to order status information improves customer satisfaction and reduces the customer service team’s workload.
Benefits of Using WISMO
Implementing a WISMO (Where is my order?) system can bring several benefits to businesses. WISMO benefits Include increased customer satisfaction, streamlined customer service processes, and reduced workload for customer service representatives.
Here are some statistics and references that demonstrate the benefits of using WISMO:
Increased customer satisfaction
Providing customers with real-time updates on their order status can greatly increase their satisfaction with a business. According to a survey conducted by Convey, 98% of customers said that the ability to track their orders in real-time was important to them, and 75% said that it was “very important”. (Source: Convey, “2019 Last-Mile Delivery Study”)
Streamlined customer service processes
By providing customers with a way to check their order status themselves, businesses can reduce the number of inbound customer service inquiries. According to research by Salesforce, 75% of customers expect a self-service option for support, and 67% prefer self-service over speaking to a customer service representative. (Source: Salesforce, “State of Service”)
Reduced workload for customer service representatives
When customers can check their order status themselves, it reduces the workload on customer service representatives. According to a report by Forrester, implementing self-service options can reduce inbound customer service inquiries by up to 30%. (Source: Forrester, “The State of Customer Service Experience, 2019”)
Increased customer loyalty
Providing customers with a positive experience when it comes to order tracking and delivery can increase their loyalty to a business.
In summary, implementing a WISMO system can have several benefits for businesses, including increased customer satisfaction, streamlined customer service processes, and reduced workload for customer service representatives. By providing customers with real-time updates and easy access to order status information, businesses can improve customer loyalty and reduce the risk of losing customers due to poor delivery experiences.
How to Effectively Use WISMO in Your Business
To effectively use WISMO in your business, consider the following tips:
Make sure your order tracking system is accurate and up-to-date
Your customers rely on accurate information about their orders to reduce frustration and build trust with your business. Make sure your order tracking system is regularly updated with the latest information so that customers can track their orders in real-time.
Provide multiple channels for tracking orders
Different customers may prefer different channels for tracking their orders, such as email, SMS, or a mobile app. Make sure you offer multiple channels so that customers can choose the one that works best for them.
Communicate proactively with customers
Don’t wait for customers to call or email you with questions about their orders. Proactively send them updates on their order status, such as when it has been shipped or when it is expected to arrive.
Use automated notifications
Automated notifications can save time and reduce errors in the order-tracking process. Consider using automated notifications for order confirmations, shipping notifications, and delivery updates.
Provide clear instructions for using the order tracking system
Make sure customers know how to use the order tracking system and where to find the information they need. Provide clear instructions on your website, in your order confirmation emails, and in any other communication channels you use.
By following these tips, you can effectively use WISMO in your business to reduce customer frustration, increase loyalty, and streamline your customer service processes.
How Do We Enable WISMO?
In today’s fast-paced and competitive business world, providing exceptional customer service is essential for success. By implementing WISMO in your business, you can reduce customer frustration and increase loyalty. At UpStart Commerce, we understand this and are committed to helping businesses deliver outstanding customer experiences. One of the ways we do this is by offering an integrated WISMO solution that empowers customers to track their orders and receive real-time updates via email.
Our WISMO solution is designed to streamline the customer service process, reduce the workload for customer service reps, and increase customer satisfaction and loyalty. By providing customers with real-time updates on their order status, businesses can build trust, improve communication, and demonstrate their commitment to delivering a seamless customer experience.
With our WISMO solution, businesses can rest assured that their customers are always informed and up-to-date on their order status. Customers can easily track their orders and receive email updates on shipping and delivery times, ensuring that they have all the information they need to plan and prepare for their deliveries. Remember, happy customers equal repeat business and positive word-of-mouth, so it’s essential to prioritize customer satisfaction and loyalty.
