Fast, accurate responses
Customers get accurate status the moment they ask.
Where Is My Order (WISMO)
An Infios Archer agent to give customers accurate order status from placement through delivery
A large share portion of customer support call volume, in many operations, consists of customers asking for order status updates. The Where Is My Order (WISMO) agent answers that question the moment it's asked and proactively notifies the customer when something changes instead of waiting for them to call and find out.
The Challenge
When customers don't have the answers
The support call center opens the morning with hundreds of order status requests waiting in the queue. Customers are asking when their order will arrive or what went wrong because they don’t have the answer.
“Where is my order?” inquiries can account for 40–60% of contact center volume across e-commerce and logistics. Most tracking tools only see what happens after a shipment leaves. They miss the pre-shipment issues that cause delays, from fulfillment delays to payment failures to allocation blocks.
When a problem does surface, customer service has to piece together the root cause across systems, determine the impact on the delivery commitment and decide what to do next — often without a clear view of the best resolution.
Giving customer service faster order lookups makes each contact cheaper to handle, but it doesn’t stop customers from needing to contact you in the first place.
THE SOLUTION
How the agent solves it
The Where Is My Order (WISMO) agent determines order status across systems, responds to customer questions in plain, everyday language and proactively shares updates as things change. Customers can ask about their order and get a real-time answer, with the context they need.
When an order status changes, the agent automatically notifies the customer, keeping them informed without a call or repeated check-ins.
THE BENEFITS
What better order visibility enables
Visibility across the lifecycle
Status from order placement to delivery, not just shipment updates.
Higher team productivity
Call center agents can focus on more complex cases that require human involvement.
More proactive service
Proactive updates and clear delay flags reduce inbound contacts and increase customer confidence.
Across supply chain execution
Order status spans across supply chain execution. Connecting the agent to order management, warehouse and transportation systems allows it to get the full picture needed to provide accurate, contextual answers. And because customer and service teams see the information, everyone stays aligned with what’s happening and what comes next.
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CONNECT EXECUTION SYSTEMS
Allowing the agent access to adjacent execution systems such as WMS or TMS accelerates the ability to respond to a customer in real time as to where their order is.
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SIMPLIFY EXECUTION VISIBILITY
The agent leverages information across execution systems to provide a current view of the order status and delivery date without requiring teams to switch between systems.
PICK YOUR DISRUPTION
Learn more about supply chain execution disruptions and how to solve them
IT backlog delays new sales channel launch requests.
Cancelled orders are creating costly mistakes.
Missing carrier updates are putting delivery commitments at risk.
Manual order entry is creating a backlog.
Inventory errors are disrupting fulfillment.
