Customer expectations in e-commerce are higher than ever. Fast delivery is important, but clear communication during delivery is just as critical. One of the biggest challenges e-commerce businesses face today is the flood of WISMO (Where Is My Order) calls.
WISMO, which stands for “Where Is My Order?”, makes up a large share of customer support inquiries for online businesses. Fortunately, smart parcel tracking software can significantly reduce these calls while improving customer satisfaction.
What Are WISMO Calls in E-commerce?
WISMO calls are customer inquiries made to check the status of an order after it has been shipped. These inquiries can come through:
- Customer support calls
- Emails
- Live chat messages
- Social media DMs
While the question seems simple, handling these requests manually costs businesses time, money, and resources.
Why WISMO Calls Are a Serious Problem for E-commerce Businesses
High WISMO volume creates several challenges:
1. Increased Support Costs
Support teams spend hours answering repetitive tracking questions instead of solving real issues.
2. Poor Customer Experience
When customers don’t know their order status, it can lead to anxiety and frustration. Delays without updates lead to frustration and loss of trust.
3. Operational Inefficiency
Support agents often need to check multiple courier websites, slowing response times.
4. Negative Brand Perception
Late or unclear delivery updates can result in bad reviews, even when the courier is responsible.
Common Reasons Customers Ask “Where Is My Order?”
Most WISMO calls happen because of lack of delivery visibility, not actual delivery failures. Common reasons include:
- No real-time tracking updates
- Delayed courier scans
- Multiple courier partners with different tracking systems
- No proactive delivery notifications
- Confusing or generic tracking pages
What Is Smart Parcel Tracking Software?
Smart parcel tracking software goes beyond basic tracking numbers. It provides:
- Real-time shipment updates
- Centralized tracking for multiple couriers
- Predictive delivery insights
- Automated customer notifications
- Branded tracking experiences
Instead of customers chasing support teams, information reaches them automatically.
How Smart Parcel Tracking Software Reduces WISMO Calls
This is where smart parcel tracking software plays a crucial role in reducing WISMO calls and improving delivery communication.
1. Real-Time Shipment Visibility
When customers can see live updates pickup, in transit, out for delivery, and delivered, they feel informed and reassured.
2. Automated Notifications
Email, SMS, or WhatsApp alerts notify customers about:
- Shipment dispatched
- Delivery delays
- Out-for-delivery status
- Successful delivery
This significantly reduces the need to contact support.
3. Centralized Multi-Carrier Tracking
Smart tracking platforms consolidate shipments from multiple courier partners into one dashboard, eliminating confusion and speeding up support responses.
4. Branded Tracking Pages
A branded tracking page builds trust and keeps customers within your ecosystem instead of redirecting them to third-party courier websites.
5. Proactive Delay Detection
AI-powered tracking can identify potential delivery issues early and alert customers before they feel the need to ask, “Where is my order?”.
Real-World Example: E-commerce Store
An online store shipping 1,000 orders per month may receive:
- 300–400 WISMO-related inquiries
After implementing parcel tracking software with automated notifications and a branded tracking page:
- WISMO inquiries drop by 40–60%
- Support teams focus on high-value issues
- Customer satisfaction improves noticeably
How ShipSagar Helps Reduce WISMO Calls
ShipSagar is built specifically to solve WISMO challenges by offering:
- AI-powered real-time parcel tracking
- Support for 500+ courier partners
- Unified tracking dashboard
- Automated email, SMS, and WhatsApp alerts
- Custom branded tracking pages
- Shipment analytics and performance insights
By giving customers visibility and timely updates, ShipSagar helps businesses prevent WISMO calls instead of reacting to them.
Final Thoughts
WISMO calls are not just a customer support issue, they’re a delivery visibility issue.
When customers know where their order is and what to expect next, they don’t need to ask. Smart parcel tracking turns shipment updates into a self-service experience, saving costs while improving trust.
For growing e-commerce and logistics businesses, reducing WISMO calls isn’t optional, it’s essential.
