Logistics customer support – a strategic partnership that scales

WISMO calls are the most common – and most preventable – support volume driver. We reduce WISMO through a combination approach: proactive notifications with automated updates via SMS and email before customers need to ask, AI-powered deflection where our AI agent Evly resolves basic tracking queries in 15 seconds, and trained agents who handle complex status issues like customs holds and delivery exceptions directly. This approach usually cuts WISMO inquiries by 20–40%, freeing agents to handle issues that actually require human judgment. With our AI automation, up to 85% of such questions can be handled by AI single-handedly.

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We also encourage clients to read our guide to our AI agent model to understand how human-AI collaboration improves protocol adherence.

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We measure what moves the needle for logistics CX – and then we act on it. Metrics we track continuously include WISMO reduction rates, tracking how effectively we deflect "where is my order" inquiries; CSAT and NPS, measuring shipper satisfaction and loyalty after every interaction; First Contact Resolution (FCR), ensuring issues get solved the first time, not the third; and omnichannel performance, consistent quality across phone, email, chat, and social. Monthly reports show trends and exception patterns. We run root-cause analysis on recurring issues and feed those insights into agent training.

Our goal is continuous improvement: not just hitting numbers, but making your customer experience better over time.