As peak season approaches, ecommerce businesses face a surge in shopping, which usually comes with a rise “Where is my order?” (WISMO) inquiries. To help merchants stay ahead, Sendcloud has introduced WhatsApp Tracking to reduce WISMO and improve customer satisfaction.
WISMO inquiries account for over a third (36%) of all customer support interactions, underscoring the need for timely and precise tracking updates. With 20% of consumers stating they won’t reorder from a store if tracking updates are lacking —and an additional 54% only coming back if prices or products are exceptionally competitive— timely updates can go a long way.
How does WhatsApp Tracking work?
With a 98% open rate, alerting customers at critical delivery moments via WhatsApp ensures delays and pickup point changes don’t go unnoticed. As merchants prepare for an influx of lost, damaged, and delayed parcels during the holiday season, enabling tracking messages through WhatsApp can help increase delivery success rate. Depending on their needs, merchants can opt for WhatsApp Standard or WhatsApp Business.
- WhatsApp Standard: Automatically send ready-to-use WhatsApp notifications to keep customers updated on their delivery status.
- WhatsApp Business: Resolve delivery issues quickly with instant WhatsApp messaging, sending and receiving updates to address customer concerns in real time.
WhatsApp Tracking has been a highly requested feature, and it’s easy to see why. Clear communication is key, especially when orders start piling up during the holiday season. WhatsApp Tracking reduces the chaos that often comes with that, ensuring customers are well-informed from the moment they hit ‘buy’ to the moment their parcel arrives. This feature represents a key milestone in our ongoing updates to improve the tracking experience as we aim to deliver a seamless shipping experience for both consumers and merchants.
– Christopher Dughieri, Chief Product and Technology Officer at Sendcloud
