Customer notifications and WISMO: cutting "where is my parcel?"

WISMO, the cost of silence

"Where Is My Order?" — WISMO — refers to customers contacting you to find out where their delivery is. Each one ties up an agent, clogs customer service and signals a lack of information. The paradox: these are entirely avoidable questions.

The effect of proactive notifications

Informing before the customer asks changes everything. According to industry analyses, proactive notifications cut WISMO contacts by around 40 to 80%. When the customer automatically receives the right information at the right moments — order received, out for delivery, delivered — the question no longer arises.

The double benefit: fewer failures

Notifications don't only relieve customer service. An "out for delivery" notification cuts first-attempt failure by around 25 to 35%, again per industry analyses: forewarned, the recipient arranges to be there. One action serves two goals.

The right moments to notify

• At order pick-up (reassure);
• The day before or in the morning, with a slot (prepare);
• "Out for delivery", with real-time tracking (trigger availability);
• At delivery, with proof (close cleanly).

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