The best way to reduce WISMO (where is my order) calls
Have you been able to chat with your customer support team lately? Or are they too busy fielding an endless stream of where is my order (WISMO) calls?
There is no doubt brands need to spend a lot of time focusing on customer experience today. It’s the full package, not just how your website looks or its speed that matters. Customers want a smooth and easy process end to end.
If they don’t get that, or you’re not willing to provide it, then you’re going to see customers leave for greener pastures. A big part of that user experience is package tracking.
Here are a few ways to improve your overall buying experience and help reduce those WISMO calls.
Make your shipping information clear
A bumpy checkout process can often be a sign of things to come. If your customer is feeling frustrated with how to check out and the cost of shipping, not knowing where their package is can make them pick up the phone.
You can start to remove some of the confusion by being upfront with your shipping times. While you can’t 100% predict or guarantee every package arriving on an exact date, you can give your customers a better estimation of when their packages will arrive.
Giving your customers a heads up from the start means you might get a little bit more wiggle room on timing before they want to call.
Communicate with customers
There are plenty of reasons why your customer wants to call your customer support team about their package. The biggest often revolves around a problem that’s pretty easily solved, a lack of communication.
By now, it should be standard practice to send package tracking emails that confirm the purchase and provide shipping updates. That’s a simple first step that can start alleviating some of the overload your customer service team is feeling right now.
When your customers feel like they are getting the most up-to-date information they can from you, they are far more likely to go with the flow versus feeling like you’re keeping them in the dark.
Use live updates
Want to really help reduce those WISMO calls? Streamline your email and update process with real-time, personalized information for your customers.
Here’s how it works.
Using the Zembula platform, you can set up modular emails with live image content blocks. These blocks are updated automatically, not at the moment-of-send but at the moment-of-open. So, every time your customer opens an email from you, they’re getting the most up-to-date information.
What’s more, is you can add live update content blocks to any email you send. You can still send out your standard package tracking updates; customers always love those.
But, with live image content blocks, you can add a notification banner at the top of every email you send.
When your customer opens up a newsletter, they’re going to see personalized information right at the top. The notification banner alerts them to their package tracking information.
It’s a really easy way to personalize your emails and make sure your customers are in the loop. Plus, it’s simple. No code is needed on your end. Just drag and drop your content blocks into your email, and you’re good to go.
There’s another hidden added benefit too, using live package tracking updates in your email can help train your customers. Now, rather than searching through old emails or copying and pasting tracking numbers to new sites, all they have to do is open one of your emails.
When your customer knows they will get personalized up-to-date information from the emails you send, you better believe those will stay at the top of their inbox.
Upgrade your emails and reduce WISMO calls
Give your customer service team a break. Dramatically reducing WISMO calls can free your team up to spend time implementing other tools, updates, and strategies to improve other facets of your site.
That will allow customers with more pressing issues or ones that need higher support levels to move to the front of the line. Small changes like that can make a huge difference in how your customers view their experience with your brand.
The better a customer feels about their experience with you, the more likely they will stick around for the long-term.