Q3 2023 Mission Update: Convenience

The key indicator that we’re offering a truly convenient product is your ability to use Wise without any hiccups. That’s why we’re measuring convenience (or lack of it) by how many customers contact us for support.

In Q3 2023, less of you had to contact us ( ~ -6 % less) compared to Q2 2023. It’s again a new low, we keep getting momentum!

So, how did we get to that?

• We’ve improved massively the experience with verification as it reduced 20% the rate of customers getting in touch. We’ve moved a significant amount of you to a new experience for them to submit their documents that results in better conversion and less contacts.

• We’ve improved the speed of transfers by reducing frequent delays we’ve been having with some currencies like Indian Rupee and Pakistani Rupee due to some operational issues. This means more transfers get at their destination in the expected time, reducing the number of contacts related to that inconvenience.

• We’ve worked on a better way to show card transaction decline reasons to you, especially in regards to the limits to transactions.

• We’ve started to roll out a new way to provide information and updates for the card transactions disputes. A dispute is a consumer challenge related to a credit or debit card purchase because for e.g. they might have not received the goods or services. In the past, it was very difficult to check on progress so you had to contact our support agents in order to get more details.

• Unfortunately, we’ve been having increasing number of contacts with users having issues logging in to their accounts. In the past few months we’ve been increasing the frequency and efficiency of our security challenges which caused some you some problems in logging back in into their accounts. We’re actively working on this so we can make this experience frictionless.