Case Study: Wiser achieves faster, more accurate customer support with Twig

Empowering ECommerce Analytics SaaS customer experience teams

Wiser, a provider of a retail intelligence and pricing platform, faced challenges as its customer experience team struggled with a rising volume of complex technical questions and troubleshooting requests. Key information was scattered across multiple systems, which slowed response times and created a high dependency on engineering support. To empower its CX reps with instant, authoritative product knowledge, Wiser turned to the vendor Twig.

By implementing Twig, Wiser's support team gained immediate access to accurate answers for platform questions and technical issues, resolving them in seconds without needing to escalate to engineers. This solution from Twig standardized responses across the team and significantly reduced the engineering workload. As a result, Wiser now delivers faster, more accurate, and more reliable customer support.

Wiser