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

musicMagpie cuts WISMO enquiries by 63% with Sorted

musicMagpie, a leader in re-commerce, faced a challenge with rising 'where is my order' (WISMO) calls during peak periods. Their customer service teams lacked insight into delivery exceptions due to manual processes and a reliance on carriers who owned the customer journey. To regain control and improve the customer experience, musicMagpie partnered with Sorted and implemented its Track solution.

Sorted provided musicMagpie with a solution that automated branded tracking communications and consolidated multiple carrier data into a single dashboard for agents. This allowed customers to self-serve and kept them proactively informed, while equipping customer service with the insight for faster resolutions. As a result, musicMagpie achieved a 63% reduction in WISMO enquiries, increased brand control, and protected its customer experience during periods of significant growth.

musicMagpie