A 'WISMO' request, also known as 'Where's my order?' request, refers to a customer inquiry seeking information about the status and whereabouts of their order. It’s a common customer service inquiry where customers reach out to brands to inquire about the location and estimated delivery time of their purchase.
Customers typically submit WISMO requests when they have not received their order within the expected delivery timeframe or when they want to track the progress of their shipment. The purpose of these requests is to obtain updated information and gain clarity on the delivery status to alleviate any concerns or uncertainties.
Responding to WISMO requests promptly and accurately is crucial for customer satisfaction and retention. It allows brands to address any potential issues or delays proactively, provide reassurance to customers, and maintain open lines of communication throughout the delivery process. Timely and accurate updates also contribute to building trust and confidence in the brand's ability to fulfill its delivery promises, enhancing the overall customer experience.
Why is it important to prevent WISMO requests?
Preventing WISMO requests is beneficial to both customers and brands. Here are a few reasons why it’s crucial to minimize these requests:
Customer experience
Excessive WISMO requests can indicate a breakdown in communication or a lack of transparency in the order fulfillment process. This can result in frustrated and dissatisfied customers. By proactively preventing WISMO requests, you can provide a smoother and more satisfactory customer experience, reducing customer frustration and potential negative feedback.
Resource allocation
Handling a high volume of WISMO requests can strain customer service resources and increase operational costs. By reducing these requests, you can allocate your customer service team's time and effort to more value-added activities, such as providing proactive updates, addressing complex inquiries, or resolving customer issues.
Operational efficiency
Minimizing WISMO requests can help streamline your operations. When customers receive clear and timely information about their orders, they are less likely to inquire repeatedly. This allows your team to focus on order fulfillment and other operational tasks, improving overall efficiency.
To prevent WISMO requests, consider the following strategies:
Order tracking and notifications
Implement a robust order tracking system that provides real-time updates to customers. Offer tracking numbers and links through email, SMS, or online portals, enabling customers to monitor their orders independently. Proactively send notifications at key milestones, such as order confirmation, shipping, and delivery, to keep customers informed (PrettyDamnQuick's tracking page does this for you).
Clear delivery promise
Set accurate and realistic delivery timeframes for your products or services. Clearly communicate these timeframes to customers during the ordering process, ensuring they have a clear understanding of when they can expect their orders to arrive. Avoid overpromising and underdelivering, as this can lead to increased WISMO requests.
Order fulfillment transparency
Provide customers with visibility into the order fulfillment process. This can include order processing stages, shipping carrier information, and estimated delivery dates. Transparency builds trust and reduces the need for customers to inquire about their orders.
Proactive communication
Communicate with customers proactively throughout the order fulfillment process. Send regular updates and notifications regarding any potential delays, changes, or issues that may affect delivery. By being proactive, you can address concerns before they escalate into WISMO requests.
Customer self-service options
Offer self-service options that allow customers to access order information and track their orders independently. Provide a user-friendly online portal or mobile app where customers can view order history, track shipments, and access relevant information without the need to contact customer support.
Exception handling
Despite preventive measures, some WISMO requests are inevitable. Ensure you have a dedicated customer support team that can handle inquiries efficiently. Train your team to respond promptly, accurately, and empathetically to WISMO requests, providing customers with the information they need and addressing any concerns effectively.
By implementing these strategies, you can proactively minimize WISMO requests, enhance the customer experience, optimize operational efficiency, and reduce customer service costs.
Connect your Gorgias account to PrettyDamnQuick today
Using Gorgias? PrettyDamnQuick integrates seamlessly with Shopify’s #1 customer support desk to automatically trigger support tickets in real time, preventing WISMO requests before they occur. Set your own custom recipes in PrettyDamnQuick like ‘incorrect address,’ ‘no order updates in 48 hours,’ ‘order delay,’ or virtually any scenario to prevent WISMO requests and allow your CS team to be proactive when solving customer problems. Utilizing Gorgias + PrettyDamnQuick together will give both your team and your customers the transparency needed to provide a dynamite customer experience and maximize your bottom line.
