On average, consumers check the status of their order four times until it’s delivered. When packages look as if they’ve stopped moving, going in the wrong direction, or get lost during last-mile shipping, this results in frustrated customers, extra “where is my order?” (WISMO) support tickets, and higher costs to your business. Despite shipment delays being out of your control, it’s a reflection on your brand. How you handle it makes all the difference.
Where’s My Order? app by Wonderment proactively listens to your tracking numbers, identifies the numbers not getting a regular update, and gives you the rich data you need to proactively follow up with your customers before they write into support. We send this event data into the communication tools you use, like Klaviyo!
Often, a merchant won’t know about a stalled or delayed package (or bundle of packages) until the customer reaches out to support about the status of their order, which is not an ideal situation. Rather than waiting for customers to report the problem and lose goodwill to escalation, we keep you on top of your business.
Shipping delays have been a constant headache for ecommerce companies this year. If that’s not worrisome enough, experts predict shipping delays are expected to get far worse this holiday season. Get ahead of the 2020 Black Friday/Cyber Monday (BFCM) and Christmas season by better managing customer expectations and communications around shipping issues.
Proactive communication around delay orders:
- reduces customer anxiety
- makes it less likely they’ll reach out to support, reducing ticket volume
- helps you stay in positive communication with your customers
- creates a better post-purchase experience, increasing customer loyalty
Most order tracking applications notify customers when an order has shipped and has been delivered, which is great, but not much else in between, which is what causes the majority of “where is my order?” (WISMO) emails to support.
Providing proactive communication around shipping problems is important for any ecommerce business and Shopify Seller, and critical for those who provide perishable or essential supplies.
Great for Operations, Support, Customer Service (CS/CC/CX), or Marketing teams looking to improve customer loyalty, happiness and retention.
Features:
- Wonderment instantly starts tracking orders once marked as fulfilled in Shopify.
- Get a real-time report on the status of individual orders and bulk orders.
- Lookup order status to know which orders haven’t moved or at-risk of late delivery (especially important for customers who pay for expedited shipping).
- Supports USPS, UPS, Fedex, DHL, and over 80 other carriers.
- Send automated customer notifications via email or SMS with our Klaviyo integration
