StackCommerce is one of the world’s leading online marketplaces for products, services, and experiences. And with the help of AfterShip Tracking, they've been able to streamline the shipping process, reducing the number of WISMO tickets and ensuring their shipment visibility and on-time rate goals are met.
With thousands of products in the U.S. and international markets, StackCommerce can offer its customers access to an extensive selection of products from some of the world’s leading brands. As a leading product discovery platform, StackCommerce works with over 1,000 publishers and 5,000 brands to curate an ever-expanding selection of products. StackCommerce is well on its way to becoming the preeminent deal discovery platform, and that's why its focus is on constantly improving the customer experience.
Reducing WISMO tickets with real-time tracking
Becoming an eCommerce giant has its fair share of logistical challenges. One of the most common problems faced by StackCommerce was an increasing number of WISMO tickets. StackCommerce partnered with AfterShip Tracking to tackle this issue to provide real-time tracking information on all orders and shipments.
Their goal was to reduce tickets by 25%. But thanks to AfterShip Tracking, StackCommerce reduced their WISMO tickets by an impressive 71% year over year. The team credits more tracking visibility as the key contributor to that achievement.
“AfterShip's shipment tracking is pretty amazing stuff. And I think the 71% drop in WISMO tickets is due to us providing that tracking visibility to our customers.”
Deryck Lim, Sr. Operations Manager
With real-time tracking, StackCommerce's customers are informed of the latest updates, and they can save support agent time without the need to manually retrieve statuses. It's a much more efficient way of working, and a better experience for everyone involved.
Better shipment visibility with a centralized dashboard
As a company, knowing where each package is at any given time is crucial. And for StackCommerce, this was especially true. With AfterShip Tracking, StackCommerce can easily monitor their shipments in a centralized dashboard and take corrective action if necessary.
With the help of AfterShip’s wide range of carrier integration and strong API capabilities, StackCommerce could easily maintain shipment visibility of over 99%.
Now, from one centralized portal, StackCommerce can use insights to resolve delivery exceptions, reassure customers, reduce WISMO inquiries, and so much more. This means StackCommerce customers always have the peace of mind of knowing where their order is and when it will arrive.
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Identify reliable carriers and improve On-time Performance (OTP)
To ensure StackCommerce customers get their orders promptly, the company made strategic decisions using AfterShip's on-time reports.
These reports help them compare shipments against benchmarks and track their performance over time. This also allowed StackCommerce to make smarter decisions by easily identifying carriers (and their routes and locations) least likely to meet their SLA. If they needed to make a change to achieve better on-time delivery (OTD) rates, they could see it.
Thanks to this report, StackCommerce achieved an impressive 90% OTD rate. Customers can receive their orders on time, and StackCommerce can maintain high customer satisfaction rates.
Provide an unparalleled customer experience with AfterShip Tracking
StackCommerce's partnership with AfterShip Tracking has allowed them to solidify itself as an eCommerce giant. With real-time tracking information, shipment visibility dashboard, and on-time reports, StackCommerce has been able to reduce WISMO tickets by 71%, achieve 99% shipment tracking visibility, and 90% on-time delivery rate—all while providing their customers with the best experience possible.
These results have enabled StackCommerce to become a benchmark in eCommerce and an exemplary model of success. By leveraging AfterShip Tracking’s solutions, StackCommerce has provided its customers an unparalleled customer experience.