About Wizer
Wizer is a company specializing in smart security systems for cars and motorcycles, working to increase vehicle security and give customers peace of mind.
Since 2016 (1395 on the Iranian calendar), the company has offered innovative, smart solutions to protect customers' assets. Alongside its vehicle and motorcycle tracking products, it also provides round-the-clock support and after-sales service. Wizer's extensive dealership network, together with its support team, shapes the company's ongoing relationship with customers.
For Wizer, fast and effective customer response has always been a key part of the customer experience. Today the company operates with 24 agents across four shifts.
In this conversation, Mojgan Khaddam and Sina Karimi, two shift supervisors on Wizer's team, talk about the challenges of support, their experience working with Raychat, the features that have created the most value for their team, and the changes they've seen in the product over the years.
The Challenge: When Phone Support Was No Longer Enough
Providing high-quality support has always mattered a great deal to Wizer. But as the business grew and customer needs changed, traditional communication methods could no longer meet every need.
With the onset of the COVID-19 pandemic in 2019 (1398) and the shift to remote work, having a fast, accessible solution for managing customer communication became even more important.
Wizer was looking for a solution that could reduce customers' waiting time for a response, simplify the support process, and make it possible to offer a wider range of services.
On the other hand, not every customer issue can be resolved over the phone. The ability to raise issues privately and send information and files also mattered to the Wizer team.
In these circumstances, Raychat entered the company as a way to expand its communication channel with customers.
Choosing Raychat: Communication Beyond Phone Calls
One feature that appealed to the Wizer team from the very beginning was the multimedia nature of the communication.
The ability to send photos, files, and voice messages alongside text chat let the support team understand and review customer issues more accurately — a capability that matters a great deal for a business in the vehicle and motorcycle equipment space.
These features, together with capabilities like statistics and the ability to export data broken down by agent, completed conversations, and other filters, quickly created so much value for the Wizer team that the company decided to upgrade its service to the Premium Plus package.
An Experience That Kept Growing with the Product
In Sina Karimi's view, one of the most important qualities of Raychat for Wizer is how dynamic and alive the product is.
He believes Raychat hasn't stood still over time; by adding new features, redesigning the interface, and improving the dashboard experience, it has made the product easier to use.
This becomes even more apparent given that members of Wizer's support team have experience working with similar tools. According to Sina Karimi, compared with those tools, working with Raychat has been simpler for the team, and they've been more satisfied with it.
He points to features like the form builder, canned responses, and AI capabilities as examples that have further reassured the Wizer team about its choice of Raychat.
What matters most to us right now is how dynamic and alive the Raychat product is — that it always keeps developing and improving by offering newer, more capabilities.
Raychat: Part of the New Hire Onboarding Process
Wizer's use of Raychat isn't limited to responding to customers online. The company also uses the Raychat conversation panel as part of the onboarding process for new support staff.
New hires spend some time at the start of their role working in the Raychat panel with real customer conversations, so they can get a close-up look at customers' concerns, questions, and issues, as well as the services Wizer offers.
In this way, beyond being an operational support tool, Raychat has also become a platform for Wizer to better understand its customers and prepare new hires before they join the support team.
A Product That Grows Alongside Customer Needs
One of the notable points in this conversation isn't just Wizer's satisfaction with Raychat's current features, but their experience of the product's continuous improvement. Over the course of using Raychat, the Wizer team has also provided feedback for product development.
For example, given that the support team works across several shifts, Mojgan Khaddam believes the ability to view and export statistical reports broken down by work shift could make managing team performance easier.
It also mattered to the Wizer team to understand more precisely how the dashboard's indicators and statistics are calculated. On this point, the relevant documentation in Raychat's knowledge base was made available to the team.
For Wizer, this back-and-forth is part of the experience of working with Raychat: raising a need, getting guidance, and, when necessary, following up with the technical team.
Support: Part of the Collaboration Experience
While using Raychat, the Wizer team has also encountered a few operational issues — including some agents needing to refresh conversations, and an initial glitch during widget installation.
According to the Wizer team, these issues were followed up and resolved with the help of Raychat's support and technical teams.
For them, what matters isn't just resolving one specific issue — it's the speed and seriousness with which potential problems are followed up.
Raychat, in Wizer's Own Words
When we ask the Wizer team whether, if they went back to the start of this journey, they would choose Raychat again, they answer with confidence.
As a business with more than 259,000 customers and 193 dealerships, Raychat is the best tool for us to maintain high-quality communication with customers and manage them at scale.
