For e-commerce brands scaling support operations, delivery inquiries remain one of the most persistent drains on agent productivity. WISMO tickets "where is my order?" drive 25-35% of customer inquiries on average, spiking beyond 50% during peak periods like Black Friday and Christmas.
The direct costs add up. Agents spend 2-5 minutes per ticket navigating carrier portals and tracking systems. Industry benchmarks put the average cost of a manually handled interaction between €4 and €10. For a mid-market retailer processing 50,000 orders a month, even a conservative WISMO rate translates into thousands of tickets per week and tens of thousands of euros in support cost that scales linearly with growth.
The agent-side gap
The retail tech industry has made progress on the customer-facing side; branded tracking pages, proactive notifications, AI chatbots. These tools capture a share of delivery inquiries before they reach a human agent.
On the agent side, the gap remains. When a customer contacts support about a delivery delay or split shipment, the workflow in most e-commerce teams looks like this:
- Open the helpdesk
- Find the order status
- Switch to a carrier portal
- Cross-reference the OMS
- Piece together a response
That's 2-5 minutes per ticket, repeated hundreds of times a day. Most retailers have invested in deflection and triage. Far fewer have tackled resolution, giving agents the delivery data they need, in the workspace where they already operate, without switching systems.
A unified workspace for e-commerce support
Dixa is built to close that gap.
Dixa brings every support channel (email, chat, phone, WhatsApp, social) into a single agent workspace. Agents see full customer context in every conversation: order history, previous interactions, preferences, lifetime value. AI-powered routing assigns conversations based on agent skills, capacity, and customer priority — no cherry-picking, no bottlenecks.
The platform is built specifically for e-commerce. Native integrations with Shopify, Magento, and BigCommerce surface order data directly in the conversation. Agentic AI handles routine inquiries (order status, returns, FAQs) end-to-end, freeing agents for higher-value interactions.
E-commerce brands using Dixa see 20%+ efficiency gains across their support operations. Handle times drop. First contact resolution improves. Support costs decouple from order volume growth.
Bringing delivery intelligence into the agent workspace
Even with a unified CX platform, delivery data often lives outside the helpdesk. Agents still switch to carrier portals, still cross-reference tracking numbers, still piece together shipment status manually.
The Dixa x Ingrid integration solves this.
Ingrid connects to 350+ carriers globally — PostNord, Royal Mail, DHL, and hundreds more — normalizing shipment data into a single, carrier-agnostic format. The integration embeds that data directly inside the Dixa conversation sidebar. When a customer contacts support, their delivery information appears automatically, looked up by email — no manual search required.
Below, you can click Get started to play in the demo environment.
What agents see without leaving Dixa:
- Order details including items, quantities, and order value
- Real-time parcel status across 350+ carriers in a single, unified format
- Estimated delivery timelines with specific date and time range
- Delivery type and pickup location for locker or service point deliveries
- Carrier tracking ID with a direct link to the carrier's tracking page
- Split-shipment visibility when an order ships in multiple parcels
A delivery inquiry that previously took 2-5 minutes to resolve can be answered in seconds. Retailers working with multiple carriers across different markets see the biggest impact, the integration normalizes every carrier into the same structured view.
Paul Smith, Get Inspired, and Widforss are already using the integration. Beyond reducing WISMO resolution time, it enables more personalized interactions based on customer data and order status.
What it means for your teams
Operational efficiency
Handle time on delivery inquiries drops 50-70%. Support costs decouple from order volume growth. Agent productivity improves when every resolution happens on a single screen.
Customer experience
Customers get faster answers backed by accurate, real-time data from Ingrid's carrier network — consistent across every carrier and delivery method. Combined with Dixa's AI-powered routing and full conversation history, agents deliver faster, more personalized responses.
Strategic benefits
The integration creates a unified delivery data layer across your CX stack, giving teams better visibility into what drives delivery-related support volume. For brands scaling into new markets or managing multiple carriers, it provides a foundation that grows with you.
Set it up in minutes, not sprints
If you're already using Dixa and Ingrid, follow this step-by-step setup guide to connect the integration and start resolving delivery inquiries from a single screen.
The integration is free for all Dixa customers with a paid Ingrid instance.
- Copy your Site ID and API token from Ingrid
- Add them in Dixa under Settings → Integrations → Ingrid
- Enable the widget in the conversation sidebar
Delivery data appears automatically in every conversation.
About Dixa
Dixa is the AI-powered customer service platform for e-commerce brands. All channels unified, routine inquiries automated with agentic AI, and full customer context in every conversation. E-commerce brands using Dixa see 20%+ efficiency gains. Trusted by 500+ brands including Rapha, GANT, and Hobbii. Headquartered in Copenhagen with teams across Europe and the US.
About Ingrid
Ingrid helps retailers turn delivery and returns into a competitive advantage — optimizing checkout delivery options, managing returns strategically, and increasing conversion and shipping profitability. Trusted by 250+ retailers including Paul Smith, Samsøe Samsøe, NA-KD, Nudie Jeans, and Axel Arigato.
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