What is a WISMO chatbot?

A WISMO, or Where Is My Order, chatbot is designed to assist customers in tracking the status and location of their orders. These chatbots are commonly used in eCommerce and logistics industries to provide real-time updates to customers regarding the delivery progress of their purchased items.

WISMO chatbots can help streamline customer service operations by providing quick and accurate order tracking information 24/7, reducing the workload on human customer support agents, and improving the overall customer experience.

How does a WISMO chatbot work?

Chatbots for order tracking are typically integrated with data storage or 3rd party courier systems to track down orders fast and then return the information on a map or in text form. They can work as scripted chatbots, responding with pre-defined answers, or AI chatbots, which leverage Natural Language Processing (NLP) and Machine Learning (ML) to understand and respond to user queries, making customer interactions more intuitive and user-friendly. Here's how a WISMO chatbot typically works:

  • Customer Inquiry: Customers initiate a conversation with the chatbot to inquire about their order status through various messaging platforms or websites; common terms asked include ‘Where’s my order?’, ‘How can I track my order?’ and ‘When will I receive my delivery?’.

  • Order Identification: The chatbot may ask the customer for specific details related to their order, such as an order number, tracking number, or customer information, to identify the order in question.

  • Accessing Data: The chatbot accesses the order tracking database or system to retrieve the most up-to-date information about the order's status.

  • Providing Updates: Based on the information retrieved, the chatbot provides the customer with details about the order's current location, estimated delivery date, and relevant tracking information.

  • Additional Assistance: If the customer has any further questions or needs assistance with their order, the chatbot can provide extra support, such as helping with order modifications, returns or addressing any issues or concerns.

  • Escalation: In cases where the chatbot is unable to provide a satisfactory response or if the customer's issue requires human intervention, the chatbot may escalate the conversation to a live customer service agent.

What are the benefits of a WISMO chatbot?

Implementing a WISMO chatbot in your business can offer several benefits for the company and its customers. Here are some of the advantages:

  • Improved Customer Experience: Customers can easily track their orders and get real-time updates, increasing satisfaction, providing convenience with 24/7 access to order information, and reducing the need for customers to wait for business hours to inquire about their orders.

  • Reduced Customer Support Workload: WISMO chatbots can handle a large volume of order tracking inquiries, reducing the workload on human customer support agents and enabling them to focus on more complex customer inquiries and problem-solving.

  • Cost Savings: By automating order tracking and inquiries, businesses can save on costs associated with customer support and maintain a consistent level of service without additional staff during peak order periods.

  • Reduced Errors: WISMO chatbots can provide accurate and consistent information, reducing the chances of human errors in conveying order status and improving trust and reliability in customers' eyes.

  • Data Collection and Insights: Chatbots can collect valuable data on customer preferences, common inquiries, and order-related issues, which can be used to improve products, services, and customer support strategies.

To start with Where’s My Order (WISMO) chatbots, you can build them with CM.com’s Conversational AI Cloud. Our team can provide the support to automate order tracking.

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