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
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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.

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Whitepaper / Global

The ultimate Post-Purchase Guide

What every online retailer needs to know about post-shipment communication. From A to Z with examples and best practices. Read 

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Consumer Research / German

Post-Purchase Strategies of Online Retailers in the Home & Living Sector

A special evaluation of 14 Home & Living retailers in the area of shipping & returns Read 

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Consumer Research / USA

US e-commerce returns​ study 2022

Findings from orders with the 200 largest e-commerce retailers in the United States, placed between November 2021 and January 2022. parcelLab partnered with YouGov to gather customer insights and shopper perceptions around returns. Read 

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Returns / UK

Are the UK’s top retailers getting returns experiences right?

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