MusicMagpie has partnered with delivery platform Sorted to improve its delivery and returns experience and has seen a 63% Drop in WISMO (where is my order) enquiries as a result.
An initial trial of SortedREACT was implemented in April, for return journeys on the customer trade-in side of its business. By using the REACT delivery tracking engine MusicMagpie improved communication to customers with automated updates and more accurate visibility of the parcel’s journey that allows customers to better self serve queries, as well as allow customer service teams to take proactive action to resolve customer service escalations.
The successful reduction of WISMO queries means that MusicMagpie now plans to roll out SortedREACT further across its store side of the business later this year.
Jonathan Beirne, group head of customer at musicMagpie, said: “It’s imperative that we retain the highest quality customer service while our business continues to grow. By listening to feedback and innovating our digital channels, we have been able to strengthen our communication with customers, allowing their queries to be resolved more effectively while alleviating pressure from our own teams.”
David Grimes, CEO, Sorted, said: “MusicMagpie has undergone significant growth in the last twelve months, and we’re thrilled to be part of its inspiring journey. Outstanding customer delivery experience is a key differentiator for retailers and brands.”