When WYRE says we work differently, we know it’s up to us to prove it. That begins with outstanding technical support.
Today, we’re going to walk you through a typical user experience, and we think you’ll see why companies in Chattanooga and across the US are choosing WYRE...
You wake up early one Friday, a bit bleary-eyed from a long, tough week. After feeding the dog and making a cup of coffee, you sit down and crack open your laptop.
The glare of the screen makes you wince, but you’ve been through this a million times. You click on your company app, type in your user name, type in your password. Then you hit “enter.”
“ The user name or password you entered is incorrect.”
Okay. No big deal. You probably just typed it too fast.
You try again. The same message pops up.
By this point, you’re waking up, starting to feel a little irritated. You try to log in again—and receive the same error message.
Looking at your keyboard, you make sure your caps lock isn’t on. Are your fingers on the home keys?
You type in the information one last time—slowly, deliberately.
Error message. And now, because of so many incorrect attempts, you’re locked out of the system.
A choice word or two crosses your mind. Then you remember, “Oh yeah.”
You have a support team. You have WYRE.
You know WYRE can be reached by phone, email, web portal, Slack, Microsoft Teams, Instant Messenger, or even text message. And since your phone is right beside you, you pick it up, look in your Contacts, and scroll until you find what you’re looking for.
Hitting “call,” you lean back and wonder exactly how long this is going to take.
“Hello, and thank you for calling WYRE. What can I help you with?”
Hmm. Interesting. You weren’t expecting them to answer so fast. And a real, live person?
Sitting up again, you stumble a bit. “Hey, um, I’m trying to log in, and it’s not letting me.”
“Okay, no problem.”
The WYRE tech asks your name, company, phone where you can be reached, and email where they can send progress updates. After verifying you’re exactly who you say you are, they open a support ticket to keep all your info in one place.
“All right,” the tech says, “let’s see what we can do.”
They unlock your account so you can try to log in again.. And they log in to watch your attempts, monitoring where the problem comes up.
If there’s a technical issue, you know they can do a screenshare or use remote access software.
And if it’s a bigger system-wide issue, they would be working on their side to fix the problem, even escalating unexpected issues to their engineers.
But thankfully, today it’s a simple mistake.
“The system is telling me that you recently changed your password,” the tech says. “Maybe you were trying the old one. Can you please double-check you’re typing in the most current one?”
For a moment, your brain just kind of . . . stops. Then you close your eyes and sigh. Yes. You remember resetting your password. Some company-wide memo about passwords needing to be more secure.
“Yeah, I totally forgot about that,” you mumble. “Let me try the new one.”
Just like magic, you’re in.
“I can see you in the system,” the tech says. “Does everything seem like it’s working correctly?”
You look for the file you were going to work on, and yes, it opens just fine.
“Excellent! It looks like the log-in issue is all fixed. What else can I help you with?”
Actually, you have been wondering about that password reset—why’d they make you change the password? You’ve been using it for years and know it by heart.
The tech spends some time explaining the reasons behind strong passwords, using words like “malware” and “breach.” It’s not nearly as complicated as you were expecting, and by the end, you feel like you have some inside tech info. Very cool.
“Does that help?” the tech asks.
“Yeah, it does. Thanks.”
“No problem. I’m going to go ahead and update the support ticket status to ‘resolved.’ And if the issue comes up again—or you have any other problems—just give us a call back, and we’ll figure it out.”
“Okay, sounds good.”
“Thanks again for calling WYRE. Hope the rest of your morning goes easier!”
Ending the call, you put your phone down and shake your head. Looking at your watch, you see the call really didn’t take that long—and it wasn’t unpleasant! There’s something about being able to talk to someone who really gets it. The tech didn’t talk down to you or make you feel stupid. Or waste your time with questions they should have already had the answers to.
You take a deep breath. Okay. Problem solved.
Time to actually get started . . .
Except now you’re feeling a familiar wet nudge on your knee. Your faithful coworker, Doug the mutt, needs a post-breakfast walk. Smiling, you slowly stand up. This day isn’t going quite how you planned, but really, it’s not so bad . . .