Where is my Order Global More research

How do you tackle WISMO calls?

A retailer's guide to reducing WISMO customer service enquiries during deliveries.

How do you tackle WISMO calls?

In this guide, we investigate how delivering proactive communication throughout delivery can significantly reduce customer inquiries, including ‘Where is my order’ (WISMO) calls.

Find the latest research and analysis with expert tips to get you started.


Take a look inside:

Why is reducing inquiries important?

Customer inquiries are expensive and timely. In order to tackle this issue, brands need to understand what makes their customers call in. What information are they not conveying?

What makes a customer call in?

A customer calls because they have a question or concern. In other words, the brand is not communicating well enough. This needs to be improved to achieve loyal customers.

Six simple tips for getting started

We’ve combined our research and our expert knowledge to create six clear, actionable tips for driving down your customer enquiry rate.
Stuart Hill

Any retailer, in any market, wants to make sure that the post-sales experience is as great as it can be. So any improvement will increase the percentage of returning customers. When there are specialists like parcelLab in the market that can solve that problem using minimal resources, it makes sense to partner externally on this and offer customers an immediate benefit.

Stuart Hill FARFETCH’s SVP of Logistics
Stuart Hill
Image Description

Why parcelLab?

Our platform is the central data hub for brands to build and manage all branded customer communication. Our technology enables brands to take their approach to the next level by orchestrating all post-sales processes and data sources in one hyper personalized, seamless, end-to-end experience. The fully customizable platform adapts to your brand’s needs and allows for true differentiation with customer-centricity at the heart of it

For brands, that means more chances to create relationships that last. And for the people that buy from you, it means turning mundane operational moments into moments of joy.

Be different & define your own outstanding customer experience.

Direct to Consumer / German

D2C returns study 2023

What return experiences classic brands and young D2C brands offer their customers. Read 


Digital Go-To-Market Review: Luxury Fashion Brands

In this report, Forrester has reviewed the digital experience of 15 luxury brands Read 

Direct to Consumer / German

D2C Post-Purchase Experience​ Study 2023​

An analysis of 50 well-known D2C and corporate brands in Germany Read 

eBook / Global

Understanding post-purchase behavior

This guide will explore the ins and outs of the post-purchase experience, including what it is, why it matters, and how to optimize it. Read