WISMO
In the world of e-commerce, there is one question that regularly lands on customer support teams: "Where is my order?" - that's WISMO, an acronym for "Where is my order?". These queries are more than just annoying, they are a symptom of inadequate communication and transparency in the ordering process. And this is where it gets interesting for companies, because WISMO can have a significant impact on customer satisfaction, operating costs and ultimately customer loyalty.
Why WISMO is important
Today's customers expect fast and transparent information about their orders. With the rising standards of services such as Amazon Prime, these expectations have grown considerably. If a customer is forced to get in touch to find out where their order is, the retailer has already scored a negative point. This often leads to frustration, returns or, in the worst case, the customer shopping elsewhere in the future.
Practical example: Studies show that 83% of customers expect regular updates on their order status. If this expectation is not met, the likelihood that a customer will buy from you again decreases.
Effects of WISMO on operating costs
Each WISMO request not only costs time, but also money. Processing each of these requests usually costs around 5 dollars per request. For large e-commerce companies that process thousands of orders a day, this quickly adds up (this is also where service level management generally helps to control fulfillment costs). However, these costs can be reduced through proactive measures.
Best practices for reducing WISMO
Transparent communication: Inform your customers regularly about the status of their order so that they don't have to ask themselves.
Real-time tracking: Enable your customers to track their order in real time. This reduces uncertainty and the need for WISMO requests.
Efficient processes: Ensure your customer support team has direct access to all relevant order status information to answer queries quickly and accurately.
Automated notifications: Proactively send updates on shipping, delivery and potential delays to minimize the number of requests.
Conclusion
WISMO is a key factor for the customer experience in e-commerce. A good strategy for reducing these requests not only improves customer satisfaction, but also reduces operating costs and promotes customer loyalty. Transparent communication and efficient processes are key to being successful in a highly competitive market.
Other relevant terms from the E-Commerce & D2C Glossary: