Q3 2024 Mission Update: Convenience
At Wise, our mission is to move and manage the world’s money. The core of this mission is to create a seamless experience for you, our users, minimising the need to reach out for help. We gauge our success in enhancing convenience through a crucial metric: the frequency of inquiries to our customer support.
Achieving New Convenience Milestones
Our Q3 2024 was a bumpy ride for our convenience - with our customer contact rate settling at 7.29%, around 2% higher than the previous quarter. We still made some consistent convenience improvements for you to send and spend money, but saw more questions about verification and about receiving money.
So what happened?
Customers continue to face challenges when changing devices and using two-factor authentication (2FA). We're working to simplify this by reducing reliance on SMS for 2FA and improving authentication when updating phone numbers.
- The good news is that:
- We've made significant improvements to the card ordering process, leading to a one-third reduction in customer inquiries. Ordering and replacing cards is now smoother, and delivery delays have greatly decreased.
- We've made paying for transfers much smoother, and our ACH payments are now coming through faster.
- We’ve also had a considerable drop in delays when processing some transfers, especially when sending to INR, PHP, THB and MYR.
