Where is my order? When’s it going to get here? Is my package going to arrive in time for my daughter's birthday?
Does this sound like your customer service center? Chances are this sounds all too familiar! Where is my order (WISMO) calls/chats account for up to 80% of customer service inquiries.
Our Multi-Carrier app standardizes the shipment tracking function for 60+ carrier APIs, allowing your team to answer Where is My Order inquiries without leaving the Salesforce platform!
Zenkraft can help you track shipments in 2 ways: Customer service reps can simply open any shipment record and click the track Shipment button OR your Salesforce Admin can configure Schedule Tracking for automatic updates.
We suggest setting up automatic tracking updates so every Service Cloud user has instant access to tracking information. For more details on how to configure Scheduled Tracking, click here. Once your Salesforce Admin has set up this feature you will need to make an important decision on the future of your customer service strategy.
Here are 3 Ways to more efficiently answer Where is My Order inquiries:
Increase Call Center Efficiency ☎️
Scenario: Let’s say your organization has invested heavily in a call center, has adequate staffing, little to no concern about request volume, and believes CSRs are consistently providing a satisfactory customer experience. But you would like to further improve customer experience and make your CSRs jobs easier!
Solution: You decide WISMO calls/chats should continue to be handled by your call center. But you want to give your CSRs the tools they need to handle the same volume in less time. Our solution shaves minutes off each Where is My Order inquiry by bringing customer data into a single system.
Managing multiple tabs might not seem like a big deal but in the hectic world of a customer service rep every second counts. CSRs are often managing multiple requests from a customer at once. While bouncing back and forth between the chat, the customer’s account, and possibly an internal knowledge base. Plus they need to resolve each request as quickly as possible.
Results: In a time-sensitive setting like this, seemingly small changes like eliminating a tab/system for CSRs will help reps become more efficient. In turn, increasing the quality and speed of customer service for your customers.
Let Chatbots Handle WISMO 🤖
Scenario: Let’s say your organization wants to reduce the budget spent on call centers without sacrificing customer experience. CSRs were swamped with requests last year, now there are less staff, and customer experience begins to suffer.
Solution: Handoff “Where is my Order” requests to chatbots by configuring an Order Status dialogue in Salesforce. The Salesforce platform allows you to easily plug in Zenkraft Actions to existing Bot implementations and craft your chatbot’s conversation.
You can begin the conversation with a dynamic “Order Status” button. The chatbot can then be configured to ask “ What’s your order number or email address?”. After the customer responds, the bot will retrieve and relay the tracking status of their shipment. This response is configured by pulling pre-defined fields into the text (similar to an email automation tool). Your message will look similar to this “For Order Number {!Order_Number} Your shipment status is {!Shipping_Status}.
Result: WISMO inquiries are redirected to Salesforce’s Einstein chatbots, reducing the burden on human customer service reps.
Keep Customers in the Logistics Loop 🚚
Scenario: Let’s say your organization has a high volume of non-WISMO calls (troubleshooting, warranty, etc.). CSRs are also fielding WISMO requests, taking time away from more complex issues, and reps are struggling to deliver a high-level experience.
Solution: Don’t wait for requests to come into your call center. Send tracking updates at important checkpoints during your product’s journey! Our application automatically updates shipment status every hour, allowing you to know your customer's order status at all times.
But that’s only half the benefit of our solution. It’s not enough for you to know where your customer’s package is, they want access to this information as well.
So give it to them!
With our Commerce Cloud cartridge, you can send notifications (email, SMS, WhatsApp, etc.) when orders are: in transit, out for delivery, delayed, and delivered.
Result: Customer Where is my Order requests are preempted by sending branded tracking notifications. Where is my Order inquiry volume is decreased because customers no longer need to ask. They already know! This frees up your CSRs to focus on issues that require human attention.
Final Word
We don’t need to tell you the power of the Salesforce platform. You’re already a part of the ecosystem and Salesforce clouds are embedded into your business processes.
But if your brand is engaged in e-commerce you have noticed a feature gap. Salesforce can’t communicate directly with shipping carriers and has no shipment tracking capabilities.
No big deal, you can’t expect one tool to do everything.
You’re right...and wrong.
Service Cloud/Commerce Cloud doesn’t have these features built-in out of the box. But you can upgrade them once they are out of the box. Download our solution from the AppExchange to see what Salesforce can really do!