4 practical solutions to manage and reduce WISMO queries
The good news is that there are ways to reduce your WISMO requests and delight customers with an exemplary after-sales experience.
1. Set clear expectations from the start
Prevent unnecessary WISMO calls by providing customers with an estimated date they can expect their package to arrive.
For example, let your customers know their order will take three to five working days and avoid overpromising a faster shipping time unless you can commit to it. If you’re inundated with online holiday orders and anticipate delays, give them a heads up.
Without clear communication from the beginning, customers won’t know when to expect their order to arrive. When this happens, they’ll get understandably antsy and contact you asking — you guessed it — WISMO. Setting clear expectations from the start eases customers’ anxiety and reduces the number of delivery-related inquiries.
2. Offer fast and convenient support through chat and messaging apps
When customers reach out with questions about their order, they expect instant support on the channel that they reached out on - not to be passed on to other channels or agents. However, it can be extremely resource-intensive to be available all the time, across all channels. So you need to find what works for your business and your customers.
Customers today prefer communicating with businesses on digital channels like messaging apps or in-app and website chat that offer conversational and real-time communication. So engaging with customers on these channels can help you answer questions and resolve delivery issues quickly.
If you find a spike in repetitive WISMO requests, you can also deploy AI-powered chatbots to give instant updates or automatically transfer them to a customer support agent if needed.
Freshchat has helped thousands of businesses provide a seamless customer service experience, including the all-in-one 24/7 delivery platform, Dunzo. With impressive delivery turnaround times of 24 to 45 minutes, Dunzo wanted to bring that same speedy response time to order-related customer inquiries.
Using Freshcat’s AI-powered bot, Dunzo was able to resolve 48% of requests without human interaction, helping them save 30% in support costs and reducing response time from 4 minutes to 46 seconds.
By enabling their team to efficiently address order-related requests at any time, Freshchat helped Dunzo boost their team performance and deliver a high standard of customer service.
3. Real-time order tracking
Today’s customers expect to have access to a tracking page where they can follow their order’s progress.
Give them access to a tracking page that’s easy to access and navigate and enables them to keep track of their package from the moment it leaves the warehouse until it’s at their doorstep.
Bonus points if you make it accessible across different devices like mobile.
4. Proactively engage customers with delivery updates
Messaging channels now allow customers to opt-in for delivery notifications when their parcel is dispatched.
Automated updates ease a customer’s nerves throughout the delivery process, creating a better post-purchase experience. Simple notifications like “order sent” or “on its way” keep customers in the loop and reduce the number of WISMO inquiries.
Freshchat enables you to send delivery notifications with ease on messaging channels such as WhatsApp.
Customers who opt-in for notifications receive order, payment, and delivery updates directly on WhatsApp. Freshchat’s WhatsApp Business Integration also allows you to monitor your team’s performance and metrics.