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Wismo is eating cx teams alive and no helpdesk vendor seems to actually solve it. Need feedback.
Every cx vendor pitch starts with we reduce ticket volume by 40% and then somehow wismo tickets keep arriving at the same rate every week. The standard playbook is macros, knowledge base, tracking page link in the order confirmation, post purchase email. All…
Every cx vendor pitch starts with we reduce ticket volume by 40% and then somehow wismo tickets keep arriving at the same rate every week. The standard playbook is macros, knowledge base, tracking page link in the order confirmation, post purchase email. All of that exists at most stores already and wismo is still 30 to 60% of total volume depending on category. What's the actual solution here that isn't just buying another helpdesk seat?
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Wismo doesn't get solved at the helpdesk layer because by the time it's a ticket it's already too late. The fix has to be upstream of the ticket creation moment
That's a good way to frame it. Once it' a ticket, the opportunity to prevent it has already passed. I'm starting to think the answer is better operational visibility rather than a better helpdesk.
Agreed. Setting expectations early probably does more to reduce WISMO than any macro or canned response once someone reaches out.
Honestly, some wismo is unavoidable because customers don't read the shipping email and want a human to confirm. No tool fixes that, it's human behavior.
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