How Wiser Empowers Their CX Team with Twig

Outcome
Wiser now delivers faster, more accurate customer support by instantly resolving technical questions and platform issues using Twig.

Background

Wiser provides a powerful retail intelligence and pricing platform used by brands and retailers to optimize decisions across pricing, promotions, competitive benchmarking, and product content.
As customers expanded their use of Wiser’s tools, the Customer Experience team faced a rising volume of product questions and technical troubleshooting requests.

Many customer inquiries required searching across documentation, internal notes, engineering guidance, and previous support threads—slowing down response times and creating bottlenecks.

Challenges

The CX team encountered several recurring pain points:

• In-depth platform questions
  Customers often needed detailed explanations about how data was collected, how pricing rules were applied, or how specific analytics were calculated.
• Frequent technical issues
  Users ran into integration errors, data-feed problems, API issues, and configuration questions that required deep product knowledge to resolve.
• Knowledge spread across systems
  Key information lived in Confluence, PDFs, Slack threads, and legacy docs—making it hard to quickly find accurate answers.
• High dependency on engineering
  Many tickets required engineers to clarify feature behavior or root-cause technical issues, increasing resolution times.

Wiser needed a way to empower CX reps with instant, authoritative product knowledge.

Results

By adopting Twig, Wiser transformed how its support organization handles inquiries and technical issues.

Instant, accurate responses for platform questions

Twig gives CX reps immediate access to explanations on pricing rules, data ingestion, competitive matching logic, dashboard behavior, and more—reducing search time and improving customer clarity.

Technical issues resolved in seconds

Twig answers troubleshooting questions instantly, including:

• Integration setup
• Feed and API errors
• Mapping mismatches
• Data update delays
• Configuration edge cases

What once required engineering involvement is now resolved on first response.

Consistent answers across the team

Twig standardizes explanations so all customers receive clear, unified guidance—no more guessing or digging through past tickets.

Reduced engineering workload

With fewer escalations, engineers spend more time improving product features rather than answering repeated questions.

Wiser now provides faster, more reliable support—empowering its CX team to resolve technical issues instantly and guide customers through the platform with confidence, all powered by Twig.

‍