Platform › Customer experience › Delay prediction
The best support ticket is the one that never arrives.
Most WISMO tickets are avoidable. Shipherd monitors every order against its promised date, spots the ones running late, and tells the customer before they have to ask.
By submitting you agree to be contacted about your audit.
What’s slipping through
- ?A parcel runs late and the first you hear is an angry customer.
- ?WISMO queries flood the inbox, most of them entirely predictable.
- ?By the time you respond, the customer has already lost confidence.
- ✓Monitors every order against its promised delivery date, continuously.
- ✓Drafts and sends the notification before the customer has to chase.
- ✓Escalates the cases that need a human, like customs holds, with evidence.
6s
to detect a delay, draft the notification and send it — with no agent involved.1
1 Measured on autonomous proactive delay resolutions.
How it works
Orders monitored continuously
Every shipment checked against its promised date and live carrier scans.
Delays detected early
A missing depot scan or slipped window flagged before the promise is broken.
Customer told first
A clear, branded notification sent automatically with the revised expectation.
Exceptions escalated
Customs holds and genuine problems routed to the right team with evidence.
What you get
Continuous monitoring
Every order tracked against its promise, not sampled.
Automatic notification
Drafted and sent in seconds with no agent action.
Revised expectations
Customers get a new delivery window, not just an apology.
Exception routing
Customs holds and losses escalated rather than auto-answered.
Ticket deflection
Measurable reduction in inbound WISMO volume.
Full log
Every alert, recipient and outcome recorded.
Works with what you already run
No migration. Shipherd reads from your existing stack.
Frequently asked questions
How do I reduce WISMO tickets?
The most effective approach is proactive notification: detect that an order is running late against its promised date and tell the customer before they contact you. Most WISMO volume is predictable from carrier scan data, which means it can be prevented rather than processed.
What is a WISMO ticket?
WISMO stands for where is my order. It is the single largest category of ecommerce support volume and is almost entirely reactive, arriving after a customer has already noticed a delay and become concerned.
How early can a delay be detected?
Usually before the promised delivery date passes. A missing depot scan or a parcel sitting at a hub beyond its normal dwell time both signal a delay in advance of the promise being broken.
Does proactive notification increase complaints?
In practice the opposite. Customers who are told about a delay before they notice it tend to accept it; customers who discover it themselves and then have to chase are the ones who escalate.
Does this need a separate email tool?
No. Notifications are sent through your existing helpdesk so the whole conversation stays in one thread and your agents keep full visibility.
What happens with genuine problems like customs holds?
Those are escalated rather than auto-answered. The ticket is routed to the right team with the tracking history and current status attached.
Who it’s for
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