“Where is my order?” (WISMO) calls represent one of the most persistent and costly challenges in the eCommerce and logistics industries. These calls, driven by customer anxieties around their order’s status, can account for up to 50% of customer support inquiries—and up to 70% during peak seasons. Addressing WISMO calls is not only essential for reducing operational costs but also for enhancing customer experience and loyalty.
Courier providers are increasingly turning to technology-driven solutions to address this issue. Here’s how smart automation and AI-powered platforms are helping reduce WISMO calls while building trust and loyalty among customers.
1. Real-Time Order Tracking
Real-time visibility into an order’s status is critical to addressing WISMO concerns. Many customers reach out to support because they can’t track their packages or are unsure of their delivery progress.
How It Works:
AI-powered last-mile delivery solutions provide tracking links that allow customers to monitor their orders in real-time. These platforms automatically update the status of shipments, notifying customers of key milestones, such as:
- Order processed
- Out for delivery
- Delivery delayed (with reasons)
This proactive approach ensures that customers are informed throughout the journey, significantly reducing the need to call for updates.
2. Proactive Customer Communication
A common pitfall in logistics is the lack of communication after the order dispatch. Research indicates that 93% of retailers fail to engage with customers post-dispatch, leaving them in the dark about their order’s progress.
How It Works:
Advanced logistics platforms enable courier companies to send automated alerts at every delivery milestone. Notifications such as “Your order is on its way” or “Your package is out for delivery” not only reassure customers but also keep them updated on their shipment’s journey. Additionally, these platforms can share masked contact information between delivery personnel and customers, facilitating clear communication in cases of address clarification or rescheduling.
3. Sharing Accurate ETAs
One of the main drivers of WISMO calls is the lack of accurate delivery timeframes. Customers without a clear ETA are more likely to call support to check the status of their orders.
How It Works:
AI-driven platforms calculate accurate ETAs by considering real-time factors like traffic, weather, and route optimization. By sharing these precise timeframes with customers, courier providers can set realistic expectations. Accurate ETAs build trust, as customers are less inclined to make WISMO calls when they know when to expect their delivery.
4. Building a Reputation for On-Time Deliveries
The ultimate solution to minimizing WISMO calls is consistently delivering orders on time. Late deliveries are a primary cause of customer dissatisfaction and subsequent support inquiries.
How It Works:
Technology-driven platforms empower courier companies to improve on-time performance by:
- Optimizing delivery routes in real-time
- Allocating orders to the most suitable drivers or vehicles
- Integrating geolocation and traffic data for better planning
Courier companies that prioritize on-time delivery can establish themselves as reliable partners, reducing customer anxiety and the need for WISMO calls.
The Impact of Reducing WISMO Calls
Minimizing WISMO calls goes beyond reducing the workload of customer support teams. It creates a ripple effect of benefits, including:
- Enhanced Customer Experience: Transparent communication builds trust and satisfaction.
- Cost Savings: Fewer support calls translate to reduced operational costs.
- Loyalty and Retention: Reliable delivery services encourage repeat purchases and long-term loyalty.
How Lastmily Can Help
Platforms like Lastmily offer end-to-end last-mile delivery solutions tailored to solve WISMO challenges. With features like real-time tracking, automated alerts, dynamic ETA sharing, and optimized routing, Lastmily empowers courier providers to deliver exceptional customer experiences while minimizing inefficiencies.
Investing in tools like Lastmily equips businesses to proactively address customer concerns, reduce operational costs, and enhance their competitive edge in the logistics industry. By prioritizing transparency and reliability, courier providers can transform WISMO calls from a pain point into an opportunity for growth.
