What does WISMO stand for?

In the world of ecommerce, the acronym WISMO stands for: ‘Where is my order?’ These sorts of calls occur whenever a customer feels out of the loop with their order delivery. Nearly half of all inbound calls to customer support centers are WISMO-related, however, the key to understanding these inquiries is to realize they’re not actually the issue itself. Instead, WISMO calls are the result of a miscommunication with the post-purchase experience, and perhaps an indication that too few order status updates have been relayed to the customer. 

Simply put, an influx of WISMO calls is not ideal for any retailer, as they can greatly impact brand loyalty and customer retention. 

Frequently Asked Questions

  • What is the best method to communicate shipping updates to customers?

    As an ecommerce retailer, communicating with your customers is one of the keys to your success. Customers appreciate touchpoints related to what’s happening with their order, which requires having the tracking systems in place to reach out if something goes wrong.

    Thanks to innovative package tracking, customers will receive an email with a ‘track package’ link. After clicking on this link, shoppers are led to a custom tracking page where they can sign up for text or email tracking alerts. The ability to track and trace delivery status helps reduce WISMO calls by allowing customers to opt in for their preferred communication settings.

  • How can you prevent issues with WISMO?

    To prevent issues with WISMO, companies need to provide realistic delivery estimates, which means accounting for all possible delays or discrepancies. With this in mind, brands are wise to practice proactive communication, by sharing delivery status updates in addition to an order tracking link. Thanks to real-time tracking information, customers stay ‘in the know’ on the estimated delivery date, which reduces anxiety and boosts customer satisfaction.

  • What are best practices for WISMO?

    While giving customers the ability to track their own issues is a great idea, reaching out when something goes wrong is equally important to the overall customer experience. One of the best practices for WISMO is to take ownership when things don’t go according to plan; when your company takes accountability for a delayed or missing order, you’ll earn customer loyalty to ensure they shop with you again in the future. 

    That’s why it’s so necessary for online stores to send disclaimers or SMS notifications when there’s been a change in the shipment date, and to address delivery concerns in advance (before anyone has a chance to buzz your customer service team).