Case Study: musicMagpie reduces WISMO by 63% with Sorted Track

musicMagpie - Customer Case Study

musicMagpie, a leader in re-commerce, faced challenges with customer experience during peak periods as 'where is my order' (WISMO) calls rose dramatically. Their customer service teams had limited visibility into delivery exceptions due to a reliance on third-party carriers, which owned the tracking communications and caused a loss of brand engagement. To address this, they partnered with the vendor Sorted and implemented their Track solution.

Sorted's Track solution automated branded, post-purchase communications, giving customers proactive updates and providing agents with a unified dashboard for tracking and exception insight. This implementation by Sorted led to a significant 63% reduction in WISMO calls, increased brand control, and enabled speedier resolution of customer queries, allowing musicMagpie to maintain a high-quality customer service experience during growth.

musicMagpie

Jonathan Beirne

Group Head of Customer