Case Study: Molton Brown Reduces WISMO Queries with Narvar Track + Notify

How Molton Brown Cut WISMO by Leaps and Bounds

Molton Brown, the luxury British beauty brand, was facing a high volume of “Where Is My Order?” (WISMO) inquiries that were taking up a large share of its Customer Service team’s time. To improve the delivery experience and reduce contact volume, Molton Brown partnered with Narvar and used Narvar Track + Notify for better order tracking and proactive customer communications.

Narvar implemented self-serve tracking pages and delivery updates to give customers real-time order visibility and reduce the need to contact support. Within three months, WISMO stopped being one of Molton Brown’s top customer service issues and fell out of the top 10 month-on-month contact reasons entirely, showing a clear drop in complaints and fulfillment-related enquiries.

Molton Brown

Jody Butler

Customer Experience Manager