To reduce WISMO queries to their Customer Service team, Molton Brown partnered with Narvar to simplify order tracking and proactive customer communication. Within three months of deploying Narvar Track + Notify, WISMO stopped being the top customer service query at Molton Brown—falling out of their top 10 causes for month-on-month contact entirely.
In luxury retail, experience is everything. Whether shopping in-store or online, customers expect a level of white-glove service that high-end brands can’t afford to compromise on.
So, when Molton Brown—an icon of uniquely British style—noticed their Customer Service team spending a large portion of time fielding “Where Is My Order?” queries, they knew change was needed.
"One of the main challenges we faced within our overall delivery experience was the lack of detailed (real-time) order tracking."
Jody Butler, Customer Experience Manager at Molton Brown
An elevated solution for an elevated brand
In seeking a solution, Molton Brown wanted a partner capable of offering simplicity in integration—both in terms of technical implementation and slotting into their existing customer journey.
Following an exhaustive search, it became clear to Molton Brown that no partner could meet their needs better than Narvar.
Molton Brown felt the combination of Narvar Track + Notify provided the necessary proactive reach to connect with customers about delivery status, helping prevent WISMO-related queries from bubbling to the surface.
“Narvar’s integration assistance, as well as the additional account support, helps us identify how we can optimize our post-purchase experience further.”
Where did WISMO go?
In particular, Narvar’s “self-serve” tracking link is helping Molton Brown reduce complaints and overall contact volumes around the subject of fulfillment. This, in turn, is allowing their brand to better align with industry standards and be more effective in delivering an elevated customer experience.
“WISMO queries featured at a very high ranking in our Top 10 contacts month-on-month,” said Jody, “[but] we can share that for the past three months WISMO has not appeared in our Top 10 contacts at all. This is a really good achievement.”
"By improving communications, the frequency of updates, and using Narvar’s self-serve tracking pages we reduced complaints and overall WISMO enquiries.”
