14th May, 2025
“Where’s My Order?” - How to Reduce WISMO queries and Boost Satisfaction
WISMO queries (Where is my order?) are the number one cause of post-purchase customer frustration.
They make up over 50% of all support requests for ecommerce businesses – and they’re almost always preventable.
In this guide, we’ll explore why WISMO happens, what it costs you, and how to eliminate it using automated shipping communications and real-time tracking – powered by Voila.
What Is a WISMO Query?
WISMO stands for “Where Is My Order?” It refers to any customer support query that asks about the status or location of a delivery.
These queries are most common in the window between dispatch and delivery – when the customer is waiting and feeling uncertain. They’re frustrating for both customers and support teams because they’re:
Highly repetitive
Low value
Easy to prevent
Why WISMO Queries Hurt Your Business
WISMO tickets aren’t just a support issue. They’re a brand trust issue.
When customers feel ignored or kept in the dark, your credibility takes a hit. Even if their order arrives on time, the lack of proactive communication damages the experience.
Here’s what WISMO costs you:
Impact | Description |
|---|---|
Time and labour | High volume of repetitive queries floods your inbox |
Increased cost to serve | More support agents needed, especially during peak |
Lower satisfaction score | Delayed or unclear responses reduce satisfaction |
Reduces repeat purchases | Poor delivery experience erodes trust in your brand |
Customers today expect regular communication. Studies show that the majority of online shoppers want real-time updates at every stage of their delivery – from dispatch to doorstep. When those updates don’t happen, they don’t blame the courier – they blame the brand.
In fact, over half of customers say a poor delivery experience negatively affects how they view the retailer, not just the shipping provider.
Common Causes of WISMO
No proactive order updates
Unclear or missing tracking links
Inconsistent experience across couriers
Reliance on third-party courier sites
Customers unsure where to go for information
Real-Life Example: WISMO at scale
Say your store fulfils 1,000 orders per day.
If just 10% of customers raise a WISMO query, that’s 100 tickets daily.
If each one takes 3 minutes to resolve, you’re spending 5 hours a day – or 150 hours a month – on repetitive support work that could be automated. That’s lost time, money, and momentum.
How to Eliminate WISMO: 4 Proven Strategies
Send real-time tracking notifications
Automatically notify customers when:
Orders are dispatched
Orders are out for delivery
Orders are delayed or rescheduled
Orders are delivered
Voila makes this simple by syncing live tracking data from every courier you use –
Royal Mail, DPD, DHL, Evri, and others – into a single, automated feed.
Use branded tracking pages
Instead of sending customers to generic courier websites, keep them on-brand with a professional tracking page that matches your store’s look and feel.
Explore how branded tracking pages improve customer experience
Centralise delivery information
Avoid internal silos. Voila pushes tracking data into your WMS, CRM, or helpdesk – so your team has full visibility without switching tools.
Automate WISMO Deflection
WISMO queries don’t need to reach your support team at all.
Hey Voila is an AI chatbot designed for ecommerce – and built to handle high volumes of WISMO queries without human intervention. It plugs into your courier data and customer order history to deliver instant, accurate updates directly in the chat window.
Whether it’s “Has my parcel shipped?”, “Where is it now?”, or “What if I’m not in?”, Hey Voila answers with complete confidence – reducing ticket volumes and boosting satisfaction.
Add Estimated Delivery Windows
Uncertainty causes anxiety. Even a rough ETA can prevent a customer from reaching out. Voila includes projected delivery windows to help set clear expectations upfront.
The Result? Happier Customers, Lower Costs
When you eliminate WISMO queries:
Support volumes drop
Your team gains time for high-priority work
Customer satisfaction improves
Trust and repeat purchases increase
It’s a win for everyone – and completely achievable with the right setup.
Own the Post-Purchase Experience with Voila
You’ve done the hard work to acquire the customer. Don’t lose them over silence after checkout.
With Voila, you take control of the delivery experience – automating communication, reducing support workload, and making your brand look more reliable than ever.
Book a demo to see how Voila helps you eliminate WISMO for good.
Frequently Asked Questions
What is a WISMO Query?
A WISMO query is a support request from a customer saying, “Where is my order?” - usually during the fulfilment or delivery stage.
How can ecommerce businesses reduce WISMO queries?
By sending real-time tracking updates, using branded tracking pages, and centralising courier data with tools like Voila.
Why are WIMSO queries bad for business?
They slow down support teams, increase operational costs, and reduce customer satisfaction – often leading to lost repeat sales.
Join the brands who've simplified fulfilment without changing their stack.
Contact us today and sprinkle some Voila on your logistics.
