The "WISMO" Nightmare
If you run an e-commerce store, you know the sound. Ping. Another email. Subject line: "Where is my stuff???"
In the industry, we call this WISMO (Where Is My Order). According to data, these questions make up 30% to 50% of all support tickets for dropshippers and D2C brands.
Answering them manually is a crime against your productivity.
- You open Shopify.
- You search the order number.
- You copy the tracking link.
- You paste it into an email.
- You hit send.
It takes 2 minutes. But if you do it 50 times a day, that's 10 hours a week wasted on copy-pasting.
Today, I’m going to show you how to automate this completely using Gorgias, the only helpdesk built specifically for Shopify.
Step 1: Centralize Your Chaos
The first mistake sellers make is checking Gmail, Instagram DM, and Facebook Messenger separately.
Gorgias connects to all of them. When you log in, you see every message in one feed. But the real magic happens in the sidebar.
🖼️ Image Idea: A screenshot of the Gorgias dashboard showing the Shopify sidebar with customer order data next to the chat.
Because Gorgias connects deeply with Shopify, when "Sarah" emails you, you instantly see her last 5 orders, her tracking numbers, and her total spend right next to the chat box.
Step 2: The "Self-Service" Chat Menu
Before a customer even types "Where is my order?", you can stop them.
In Gorgias, you can enable "Quick Response Flows" in your chat widget.
- Go to Settings > Chat > Preferences.
- Enable "Track an Order".
Now, when a customer opens your chat widget, they see a button: "Track my order." They click it -> enter their email/phone -> Gorgias shows them the tracking status instantly.
Result: The ticket never even reaches your inbox. The customer is happy instantly.
Step 3: Automating the Emails with AI (The Agent)
For customers who still send an email, we use the AI Agent.
Standard auto-responders sound robotic: "We received your email and will get back to you in 24 hours." Customers hate this.
Gorgias AI is different. It reads the customer's email, checks Shopify for the tracking status, and drafts a personalized response.
The Workflow:
- Trigger: Email subject contains "Order status", "Where is my package", "Shipping".
- Action: AI checks Shopify Logic.
- If Shipped: "Hi [Name], great news! Your order is on the way. The tracking number is [Link]. It is currently in [Location] and expected by [Date]."
- If Unfulfilled: "Hi [Name], we are packing your order now. It will ship within 24 hours."
- Outcome: Close ticket.
Want to automate your support?Try Gorgias for free and see how many hours you save.Try It Now→
Step 4: The "Human" Touch (Tone of Voice)
The fear with automation is sounding cold. Gorgias allows you to set the Brand Voice.
- Professional: "We apologize for the delay."
- Friendly/Casual: "So sorry for the wait! We're on it."
You can train the AI on your past tickets so it mimics your writing style.
The ROI Calculation
Let's do the math.
- Virtual Assistant (VA) Cost: $5/hour.
- WISMO Tickets per month: 500.
- Time per ticket: 3 minutes.
- Total Cost: 25 hours x $5 = $125/month just to copy-paste tracking numbers.
Gorgias Starter Plan: Starts around $50-$60/month.
Not only is it cheaper than a VA, but it also replies in seconds, not hours. Fast replies = Higher trust = More repeat sales.
Final Verdict
If you are shipping more than 10 orders a day, answering support emails manually is a bottleneck.
Automation isn't about being lazy; it's about respecting your customer's time. They don't want to wait 24 hours to know where their package is. Give them the answer instantly.
Reclaim 10 hours a weekStart your Gorgias free trial today.Try It Now→