Case Study: IWA Wine Accessories Reduces WISMO Queries and Boosts Conversions with Narvar

IWA Wine Accessories reduces WISMO queries by 47% with Narvar

IWA Wine Accessories, a retailer of wine tools and equipment, faced a challenge in providing post-purchase visibility across its complex fulfillment operations. Using varied carriers for parcels and freight, the company relied on basic order emails that left shoppers in the dark about delivery status, leading to a high volume of "Where Is My Order?" (WISMO) inquiries for their customer service team. They needed a more sophisticated solution from a vendor like Narvar to create a seamless and transparent experience.

By implementing Narvar's post-purchase platform, including its Promise, Track, and Notify services, IWA gained the ability to set accurate delivery expectations at checkout and provide proactive, branded shipping updates. This solution from Narvar yielded significant results: a 47% reduction in WISMO queries, a 10% increase in checkout conversion rates, and a 19% increase in conversions on product detail pages, strengthening both operational efficiency and the customer experience.

IWA Wine Accessories