Retail (Beauty & Fragrance)Sourced

Case Study: Jo Loves cuts WISMO queries by nearly 95% with Narvar

Jo Loves Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Jo Loves

Industry

Retail (Beauty & Fragrance)

Challenge

Cut order-status tickets dominating support

Headline result

Fragrance brand Jo Loves reduced 'where is my order?' queries by nearly 95% with Narvar, after order-status questions had made up 80% of support tickets.

Key results

95%

Reduction in WISMO queries

nearly

80%

Of support queries were order-status

before Narvar

The challenge

Limited order visibility meant WISMO queries dominated Jo Loves' support volume, with 80% of customer support queries relating to order status. The load kept the team from addressing other customer needs.

The solution

Jo Loves deployed Narvar Track and Notify for proactive order updates and Narvar Shield for returns and exchanges.

“We've reduced WISMO queries by nearly 95%. Our customers now receive regular, convenient notifications about their orders, which has significantly enhanced their experience.”
TK
Teresa Ktistaki
Head of E-commerce, Jo Loves

The results, in context

Jo Loves reduced WISMO queries by nearly 95%, down from a baseline where order-status questions made up 80% of support tickets. Customers now receive regular delivery notifications throughout the order journey.

Products used

Narvar Narvar TrackNarvar Narvar NotifyNarvar Narvar Shield