# "Where's my order?" — answered before they ask.

WISMO ("Where Is My Order?") is the #1 customer service question across e-commerce. Mukh.1 pulls live carrier data, proactively notifies on delays, and lets customers reschedule deliveries — all on WhatsApp.

–90%  
WISMO support tickets  
24/7  
Live tracking  
+12 NPS  
From proactive delay alerts

[See the journey](/content/demos/order-tracking-bot#stages/index.html)

## WISMO tickets bury support teams.

40–60% of all support tickets are "where's my order?" — and most of those tickets just need to be a tracking link.

Without Mukh.1

### Support drowning in WISMO

- "Where's my order?" = 50% of support tickets
- Customer waits 4 hours for a tracking link
- Reps copy-paste the same answer 200×/day
- No proactive delay communication
- Reschedule delivery = phone call to courier
- Bad reviews start when delays go uncommunicated

→

With Mukh.1

### Live tracking, proactive comms, in-chat reschedule

- Customer asks → live carrier data in 2s
- Proactive WhatsApp alerts on delays
- In-chat reschedule (no courier call needed)
- Driver ping at "10 min away"
- Compensation/coupon offered automatically on delays
- Support team focuses on real issues

## How it works — every stage interactive.

Scroll to see exactly what happens, end-to-end.

01

CUSTOMER ASKS

### Live tracking, in their preferred channel

Sara messages "where's my order?" — gets a live update in 2 seconds. Same on WhatsApp, IG, web chat, email.

- Live carrier data (Aramex, FedEx, DHL, local couriers)
- Recognizes the customer (no order number needed)
- Multi-channel — same answer everywhere

Under 2 seconds  
WhatsApp · IG · Web · Email

WhatsApp  
Instagram  
Web

LuxBoutique  
Order tracking · 24/7

Hi Sara! 📦 You have 2 active orders — which one?

ORD-44291 (leather wallet)  
ORD-44312 (silk scarf)

02

CARRIER DATA

### Reads from your couriers in real-time

Direct integrations with Aramex, FedEx, DHL, Ninja Van, plus regional couriers — pulled live, not stale.

- Direct courier API integrations (50+ supported)
- Falls back to email/SMS scraping for less common carriers
- Refreshes every time a customer asks

Live, never stale  
Aramex · FedEx · DHL · Ninja · custom

app.mukh.one/orders

Active deliveries · live data

📦

ORD-44291 · Sara K.  
Out for delivery · ETA 4–6 PM

🚚 Live  
Driver: Hassan  
Aramex courier  
Real-time GPS

📦  
ORD-44312 · Sara K.  
⚠ Delayed at customs  
⚠ Delayed  
1-day delay  
Customs cleared 2 PM  
New ETA: Sun

📦  
ORD-44291 · Ahmed R.  
In transit · DHL  
🟢 On time  
Karachi → Dubai  
Cleared customs  
ETA: tomorrow

📦  
ORD-44320 · Maryam A.  
Delivered · 2:18 PM  
✅ Done  
Signed by: Maryam  
Photo on file

03

PROACTIVE ALERTS

### Tells the customer BEFORE they ask

Customs delay? Carrier issue? Driver ETA changed? Customer hears about it from us, not from a missed delivery.

- Auto-message on delay detection
- Apology + compensation offered if material delay
- NPS goes UP when proactive (counterintuitive but true)

Real-time alerts  
WhatsApp + email

WhatsApp · Sara Khan

LuxBoutique  
12:33 PM  
⚠ Quick heads-up about **ORD-44312 (silk scarf + ceramic vase)**

Delay detected

Original ETA  
Saturday, Apr 27

New ETA  
Sunday, Apr 28

Reason  
Customs hold (cleared)

Status  
In transit again · GPS confirmed

Sorry for the wait

Coupon  
SORRY10 · 10% off next order

Valid  
14 days · auto-applied at checkout

Need help  
Reply for live agent

04

IN-CHAT RESCHEDULE

### Customer reschedules without calling the courier

Customer can't be home? Reschedules in chat. We update the courier API. New driver ping when on the way.

- Real courier API rescheduling (where supported)
- For SMS/email-only couriers, falls back to "we'll relay"
- New ETA confirmed in chat

No phone call needed  
Aramex · DHL · Ninja · custom

app.mukh.one/reschedule

#### Reschedule ORD-44291

New delivery window

Tomorrow  
10 AM – 12 PM

Tomorrow  
2 – 4 PM

Tomorrow  
6 – 8 PM

**✓ Booked. Tomorrow 6–8 PM**  
Driver Hassan will ping when 10 min away · Aramex updated

05

ANALYTICS

### See where deliveries fail + fix root cause

Carrier performance, delay patterns, customer-impact analysis — all surfaced. "Aramex Karachi route delays Tuesdays — try a different carrier."

- Carrier scorecards
- Delay pattern detection
- Compensation cost tracking

Weekly digest  
Slack alerts on anomalies

app.mukh.one/delivery-analytics

##### Delivery analytics · this week

4,247 orders shipped · 3 carriers

94% on-time  
On-time rate

94%

Delays this week

247 (6%)

WISMO tickets

128 (–87% YoY)

NPS impact of comms

+12 (proactive vs not)

Insights

🟢 DHL: 96% on-time (top performer)

🟡 Aramex: 92% (delays Karachi route)

🔴 Ninja Van Saturdays: 78% (rebook to weekday?)

Insight: Switching Karachi orders to FedEx would save AED 12K/yr in compensation

6 customers got coupon for delays — all came back within 30 days

## WISMO tickets crushed.

Numbers from Mukh.1 e-commerce + retail customers.

–90%  
WISMO tickets  
Same week deployment  
24/7  
Tracking access  
No support hours needed  
+12 NPS  
From proactive comms  
Customers love being told  
95%  
Reschedule self-serve  
No courier call needed

### Plugs into your shipping stack

Aramex  
DHL  
FedEx  
Ninja Van  
Shopify  
WooCommerce  
WhatsApp Business  
Zendesk

## Ready to crush WISMO tickets?

Connect your store + 1 carrier. We'll show 90% ticket reduction in your first month.