Case Study: Jo Loves reduces WISMO queries by nearly 95% with Narvar

Jo Loves Reduces WISMO Queries By Nearly 95% With Narvar

Jo Loves, the luxury fragrance brand founded by Jo Malone CBE, needed to scale its digital business while improving the customer experience. Before working with Narvar, the brand had limited visibility into order status, and 80% of customer support tickets were WISMO (“Where Is My Order”) queries, creating a major burden for the support team.

Jo Loves implemented Narvar’s post-purchase solutions, including Track & Notify and Shield, integrated with its Shopify store, to automate order and delivery updates via email and SMS and streamline returns. With Narvar, Jo Loves reduced WISMO queries by nearly 95%, improved customer communication and support efficiency, and created a more transparent returns experience that helps build trust and supports its goal of 2–3x online growth.

Jo Loves

Teresa Ktistaki

Head of E-commerce