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How a Leading Electronics Retailer Reduced WISMO Queries by 82% Using ShipEak Shipment Tracking
Reducing WISMO (Where Is My Order) Queries and Improving Post-Purchase Customer Experience Through Real-Time Shipment Tracking
About the Client
A leading consumer electronics retailer serving customers across the UAE, Saudi Arabia, Kuwait, and Qatar was experiencing rapid growth in online orders.
The company sold smartphones, laptops, gaming devices, home appliances, and accessories through multiple online channels. As shipment volumes increased, customer support teams struggled to manage the growing number of shipment-related inquiries.
The Challenge
The company was processing more than 120,000 monthly shipments through multiple logistics partners. Customers frequently contacted support teams asking about their orders.
Operational Challenges
- Lack of centralized shipment visibility
- Multiple courier portals
- Manual shipment tracking
- Delayed delivery updates
Customer Experience Challenges
- High WISMO ticket volume
- Customer frustration due to tracking gaps
- Poor delivery communication
- Inconsistent courier updates
Business Impact
- Support team overload
- Rising operational costs
- Increased customer churn risk
- Lower customer satisfaction scores
The Solution
ShipDesk deployed its AI-powered Shipment Tracking and Customer Visibility Platform.
Unified Multi-Carrier Tracking
Consolidated shipment events from multiple carriers into a single centralized dashboard.
Branded Tracking Experience
Fully branded tracking page with real-time updates, EDD and support access.
Automated Notifications
Proactive updates via WhatsApp, SMS and Email at every major milestone.
Delivery Exception Monitoring
Automatically detects delays, failed attempts, SLA breaches and exceptions to proactively inform customers.
AI-Powered Estimated Delivery Date (EDD)
Accurate delivery predictions before and during transit to set clear expectations.
Results: 120-Day Performance Improvement
| KPI | Before ShipEak | After ShipEak | Improvement |
|---|---|---|---|
| WISMO Tickets | 18,500 /month | 3,330 /month | 82% |
| Customer Satisfaction Score | 74 | 91 | 23% |
| Delivery Visibility | 61% | 98% | 61% |
| Support Response Time | 9 Hours | 2 Hours | 78% |
| Repeat Purchase Rate | 28% | 39% | 39% |
| Tracking Page Engagement | N/A | 72% | New Channel |
Business Outcomes
Customer Experience
- Higher customer trust
- Reduced delivery anxiety
- Improved post-purchase engagement
Operations
- Lower support workload
- Faster issue resolution
- Improved carrier visibility
Revenue Impact
- Increased repeat purchases
- Reduced customer churn
- Improved brand loyalty
ROI Achieved (First Year Results)
What the Client Says
“Before ShipEak, our support team spent most of their time answering shipment status questions. Today, customers track orders themselves through ShipEak’s branded tracking experience. We’ve dramatically improved customer satisfaction while reducing support costs.”
Sarah Al Mansoori
Director – Customer Experience & Ecommerce Operations
Why ShipEak Shipment Tracking?
Real-Time Multi-Carrier Tracking
Track shipments across multiple carriers from a single dashboard.
Branded Tracking Experience
Strengthen your brand with custom tracking pages.
AI-Powered EDD
Delivers accurate delivery estimates and improves confidence.
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