4 Ways Courier Providers Are Reducing WISMO Calls

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4 Ways Courier Providers Are Reducing WISMO Calls

James had ordered a music system for his 18th birthday party on Sunday. The expected delivery date was Saturday, i.e., one day before his birthday. He received the order confirmation message; however, he hasn’t received any other update post that. While he was hoping that his order would be delivered on time, he was anxiously calling the customer support team every day asking, “where is my order (WISMO).” He got stressed out when he didn’t receive his order on the expected date of delivery.

James canceled the order and visited the local market to get a new music system on Saturday evening. The party went well; however, he vouches not to order again from that eStore. The situation would have been different if the courier provider had provided visibility on the parcel or sent delivery alerts to James, or simply, delivered his order on time. Offering the same would have saved James from making so many calls to the store’s customer support team.

Imagine how many customers like James face this issue and make hundreds of calls to the customer support team to know where their order is. The cost of managing a customer call ranges from $0.75 to $1.15 per minute.

WISMO calls are one of the biggest pain points for eCommerce companies and retailers selling their products online. WISMO or “Where is My Order” calls generally account for up to 50% of all customer support enquiries. However, the number may reach up to 70% during festive seasons or sales. Such calls impact both a brand’s bottom line and the customer experience. WISMO calls happen due to the following reasons:

  • When customers are unable to track their order
  • When customers don’t receive an estimated delivery date
  • When they don’t receive their order after the due delivery date

Collaborating with the right courier provider can help eCommerce companies as well as retailers to minimize “where is my order” calls. Wondering how? Well, most courier service providers implement tech-powered solutions, such as last mile delivery software, to enable real-time tracking, send automated delivery alerts, and communicate with customers. Let’s dig deeper into how AI-powered last mile delivery solutions empower logistics service providers to minimize WISMO calls:

Real-Time Consignment Tracking

A last mile delivery solution implemented by courier service providers keeps all stakeholders (the eCommerce company/retailer, end customer, and logistics managers) with the updated status of the consignment. The software triggers a tracking link using which they can check the real-time status of their order. In case of delivery delays, the software automatically sends an alert along with the reason for the delay.

Establishing Communication With Customers

According to Parcel Labs, 93% of retailers don’t bother to communicate with the customers after the dispatch confirmation. Courier companies using advanced last mile delivery solutions establish communication with customers by sending alerts on each delivery milestone, such as “order is shipped” or “order is out for delivery”. The final mile delivery software also shares delivery executive details (masked for privacy) with customers and vice-versa to ensure clear communication between them.

Sharing Accurate Delivery ETAs

AI-powered last mile delivery solutions empower courier companies to minimize WISMO calls by sharing accurate delivery ETAs with customers. Customers having an idea of the accurate delivery ETA are less likely to connect to the support team to ask, “where is my order.” Offering an expected delivery date keeps customers connected throughout the delivery process.

Building A Reputation of “Delivering On Time Every Time”

On-time delivery is one of the influencing factors in customer experience and shrinking WISMO calls. And to ensure on-time delivery for each consignment, it is important for a retailer or an eCommerce company to select the right logistics partner. For example, for delivering orders within a city, it is great to choose a local 3PL that has the relevant experience and is well-versed with the routes. By building a reputation for delivering on time every time, courier companies can reduce “where is my order” calls significantly as a customer won’t have to worry about late delivery or the status of the order.

Minimizing WISMO calls not only minimizes customer service workload but also improves customer loyalty and customer experience. Courier companies invest in top-notch last mile delivery management solutions to be accurate about the delivery dates, facilitate consignment tracking in real-time, and ensure a smooth post-purchase experience. Such solutions leverage artificial intelligence, machine learning, and other top technologies to offer useful insights to help courier companies find other causes for WISMO calls and make strategies accordingly.

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