‘Where is my order?’ (WISMO) is one of the most frequent support queries for ecommerce businesses – and one of the most preventable. With the right knowledge base (kb) software for ticket deflection, you can drastically reduce the number of repetitive enquiries by offering customers clear, accessible, and actionable answers through your help centre.
This guide outlines best practices for writing kb article shipping information and building a customer self-service portal that deflects tickets and boosts satisfaction.
The High Cost of Repetitive WISMO Enquiries
Every WISMO ticket that lands in your support queue represents time, money, and a missed opportunity for customer empowerment. These common queries often clog up inboxes, reduce team efficiency, and delay the resolution of more complex issues.
A well-structured knowledge base for ticket deflection can be your frontline defense. By proactively addressing WISMO questions through helpful content, you empower customers to find answers without contacting support, saving everyone time and frustration.
Making Shipping Information Easy to Find
Even the best content won’t help if customers can’t find it. A successful self-service order tracking help system starts with solid organisation and SEO-conscious writing.
Structuring Your Knowledge Base Categories
Group related topics into intuitive categories, such as:
- Shipping & Delivery
- Tracking Orders
- Returns & Refunds
Make sure these categories are easy to browse and searchable within your customer self-service portal.
Using Clear Titles and Keywords
Titles like “Where is my order?”, “How do I track my package?”, or “Delivery timeframes by carrier” match customer search intent. Incorporate FAQ optimization techniques by using natural language and matching common phrasing in your article titles and subheadings.
Crafting the Perfect WISMO Knowledge Base Article
Once customers land on your article, you have just seconds to reassure and inform them. Use the following elements to create high-performing content:
Including Estimated Delivery Times
List expected delivery times by shipping method, location, and any fulfillment delays. For example:
Standard Shipping: 3–5 business days (UK)
Express Shipping: 1–2 business days
Orders placed after 3pm will ship the next working day.
Providing Carrier Information and Tracking Links
Include a section that explains how customers can track their order. Add direct links to major carriers and embed screenshots if possible.
Example: “To track your Royal Mail delivery, click your tracking number in your order confirmation email or visit the Royal Mail tracking page.”
This not only enhances clarity, but also reinforces your support ticket deflection efforts.
Explaining Potential Delays
Be upfront about possible delays due to holidays, weather, or supply chain disruptions. Setting expectations reduces anxiety and unnecessary queries.
“Please allow extra time during peak seasons (e.g. Black Friday, Christmas) due to courier backlogs.”
Using Visuals (Screenshots, Timelines)
Visual aids help customers understand processes quickly. A timeline or flowchart can illustrate what happens from order confirmation to delivery, helping to deflect tickets caused by misunderstandings.
Promoting Your Knowledge Base for Self-Service
Simply publishing articles isn’t enough. Promote your WISMO articles strategically across your website:
- Link to your help centre in order confirmation emails
- Add callouts on the order history page
- Use chatbots or pop-ups to surface relevant content automatically
These help center best practices guide customers toward self-resolution while reducing ticket volume.
How eDesk’s Knowledge Base Helps Deflect Tickets
With the eDesk Knowledge Base, eCommerce brands can effortlessly create, organize, and optimize help content designed for ticket deflection. Features like smart search, content suggestions, and custom branding make it easy to deliver a seamless customer self-service portal experience.
Plus, eDesk integrates directly with your support system – so if a customer still submits a WISMO ticket, your team has all the context to resolve it faster.
Want more tips on Reducing Support Tickets or Writing Effective Help Articles? We’ve got you covered.
For strategies specific to Handling Shipping Questions, check out our expert insights.
Conclusion
Reducing WISMO tickets starts with proactive communication and great content. By optimising your knowledge base articles with relevant, easy-to-find shipping information, you empower customers to help themselves, while freeing your support team to focus on more critical issues.
Ready to reduce your support load and boost customer satisfaction?
Book a Demo today and see how eDesk can help your team deliver faster, smarter support.
