WISMO questions

Mastering Customer Expectations: 15 Tips for Reducing WISMO Questions in E-commerce

In the fast-paced world of e-commerce, one term that often rings in the ears of customer support teams is “WISMO” — an acronym for “Where is my order?” These WISMO calls are a common occurrence, with customers eagerly awaiting their packages, and the rise of online shopping has only increased the frequency of such questions. While it’s natural for customers to be curious about their deliveries, excessive WISMO calls can put a strain on your support team and hinder overall efficiency.

In this comprehensive guide, we’ll explore 15 expert tips to help e-commerce businesses reduce WISMO questions and enhance the customer experience. From proactive communication to efficient tracking systems, we’ll cover strategies that can help you reduce WISMO questions.

What does WISMO mean?

Firstly, we will tell you more about the meaning of WISMO. As you already read in the introduction, WISMO is the acronym of ‘Where Is My Order’. This is a frequently asked question by customers who want to know the status or location of their order. Providing timely and accurate WISMO updates is important for customer satisfaction and retention. Therefore, it is important that your company can find out the status of the order at all times for the customer.

1. Optimize Order Confirmation Emails

The journey to reducing WISMO calls starts with the order confirmation email. This initial communication sets the tone for the entire purchasing experience. Ensure that your order confirmation emails include:

  • A clear summary of the order
  • Expected delivery dates
  • Links to track the shipment
  • Contact information for customer support

By providing comprehensive information from the beginning, you empower customers to track their orders independently, reducing the need to make inquiries.

2. Provide Real-Time Tracking Information

One of the most effective ways to reduce WISMO calls is by offering real-time tracking information. Collaborate with your shipping partners to integrate tracking systems that allow customers to follow their packages at every stage of the journey. Additionally, make this tracking information easily accessible on your website and mobile app.

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3. Implement Real-time Notifications

Take advantage of real-time notifications. Inform customers via email, SMS, website- or in-app notifications about the status of their orders. Send automated messages for key milestones such as order confirmation, shipping, and delivery. Real-time notifications provide a convenient way for customers to stay updated without needing to call your support team.

4. Pro-actively Inform Customers About Delayed Deliveries

Proactive communication is key to minimizing WISMO calls, especially when unexpected delays occur. In the world of e-commerce, unforeseen circumstances like weather events, supply chain disruptions, or increased demand during holiday seasons can lead to delivery delays.

💡 By taking proactive steps to inform and assist customers during delivery delays, you can significantly reduce the number of WISMO calls while maintaining customer trust and satisfaction.

5. Leverage Chatbots for Instant Responses

Chatbots equipped with AI capabilities can handle a significant portion of WISMO questions efficiently. These virtual assistants can provide real-time updates on order status, expected delivery times, and even address common questions about returns and exchanges. They offer instant responses 24/7, reducing the workload on your human customer support agents.

6. Maintain a User-Friendly Website

This sounds like a no-brainer, but a user-friendly website is a crucial component of minimizing WISMO calls. Ensure that your website is easy to navigate, and the order tracking feature is prominently displayed. Make sure customers can find their order history and tracking information effortlessly.

7. Offer Delivery Time Windows

Provide customers with delivery time windows to manage their expectations effectively. For example, offer options like “morning,” “afternoon,” or “evening” delivery. This helps customers plan their day around the expected arrival of their package, reducing the need for WISMO questions.

8. Establish Clear Return and Refund Policies

Well-defined return and refund policies can help reduce confusion and WISMO calls related to returns. Make these policies easily accessible on your website and ensure they are written in plain, understandable language. Consider offering a self-service return initiation process to streamline the customer experience.

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9. Invest in Efficient Packaging and Labeling

Efficient packaging and labeling not only protect products during transportation but also contribute to a smoother delivery process. Ensure that packages are clearly labeled with essential information, including tracking numbers and return addresses. Solid packaging reduces the likelihood of damage during shipping, preventing unnecessary returns.

10. Opt for Reliable Shipping Partners

Choose reliable shipping partners with a track record of timely deliveries and excellent customer service. Building a strong partnership with your carriers can lead to better communication and quicker resolution of any delivery issues, ultimately reducing WISMO calls.

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WISMO Questions

11. Prioritize Transparency in Shipping Costs

Be transparent about shipping costs from the very beginning. Hidden fees or unexpected charges can lead to customer frustration and subsequent WISMO questions. Clearly communicate shipping costs during the checkout process to avoid surprises.

12. Utilize Customer Self-Service Tools

Empower customers with self-service tools that allow them to manage their orders independently. These tools can include order tracking, address updates, and delivery preferences. By enabling customers to take control of their orders, you can reduce the need for them to contact your support team.

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13. Educate Customers on the Ordering Process

Many WISMO calls occur due to misunderstandings about the ordering process. Provide educational resources on your website, such as FAQs and video tutorials, that guide customers through the entire journey – from placing an order to tracking its delivery. Well-informed customers are less likely to make unnecessary inquiries.

14. Set Expectations for Peak Shopping Periods

During peak shopping seasons, the volume of WISMO calls can skyrocket. Prepare your customer support team for these periods and set realistic expectations with customers regarding potential delays. Consider offering incentives like free shipping or discounts for orders placed well in advance.

Read more about Mastering Peak Season 2023

15. Monitor and Analyze Customer Feedback

Actively gather customer feedback to identify pain points in the ordering and delivery process. Pay close attention to recurring issues that lead to WISMO calls. Analyze this feedback to make data-driven improvements and refine your customer support strategy.


Reducing WISMO calls in e-commerce is not only about streamlining your customer support operations but also about enhancing the overall shopping experience. By implementing these 15 tips, you can empower customers to track their orders, manage their expectations, and resolve their queries independently. In doing so, you’ll not only reduce the burden on your support team but also foster trust and loyalty among your valued customers.

With the right strategy, you can save up to 45% of time and costs, significantly boosting the efficiency and profitability of your operations. At Shipcloud, we are experts in designing tailored strategies that are perfectly aligned with your business requirements. Our dedicated team is here to help you optimize your processes, maximize savings, and achieve lasting success in the world of e-commerce.

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