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.