Strategy 2: Activate Order Management to reduce WISMO requests

A staggering 91% of consumers actively track their packages. Why not make it easier with Order Management in Chat?

Activate Order Management to reduce order status and return requests

In addition to Flows, you can turn your Chat into an order portal with Order Management. They help customers track their orders, report issues, and request refunds or cancellations without any agent interaction. 

Here’s what Order Management looks like on Loop Earplugs’ website:

New to Order Management Flows? Learn how to set them up with this step-by-step guide. 

Never answer “Where is my order?” again

“Where is my order?” represents 18% of incoming tickets for the average ecommerce merchant, according to Gorgias data. Order tracking, which is part of Order Management, allows customers to get real-time updates on the status of their orders without messaging an agent. That’s a faster answer for customers, and hours saved for your team every week. 

“Gorgias Automate has been a huge help as we work to manage a massive influx of orders. It’s been a big help during our past two sales, and adding the “Track order” option has taken us over the edge (and helped me keep my sanity 😂).” 

— Kristen Egens, Customer Support Manager at MagneticMe

When customers click “Track and manage my orders,” they are prompted to log in with the email or SMS they used to place the order. Once they log in, they can see a history of their orders with an up-to-date delivery status for each one:

Streamline return requests (and use a returns platform)

Order Management streamlines the returns process by letting customers request returns in just a few clicks, which sends a structured message to the agent. This way, the customer doesn’t have to type out a message, and the agent doesn’t have to ask follow-up questions. 

Here’s an example from Loop Earplugs:

If you use a returns management platform, you can upgrade this Returns experience by redirecting customers directly to the returns portal for an even more self-service solution. 

If you’re shopping for a returns management platform, we recommend our preferred partner Loop Returns. Our integration with Loop Returns offers a seamless path from Order Management in Chat to Loop’s powerful returns portal. When you click “Return,” Chat shares a link to your Loop Returns portal:

Here’s a quick walkthrough on how Loop Returns and our Order Management work together.