Use case · Incident management

Customer incident management:
resolved with full context.

Wyre's customer incident management collects incidents from your email and WhatsApp, identifies the customer and their order, prioritises them and proposes the reply. You approve every action.

Book a demo with your incidents

Where it hurts

Where the context
of each customer gets lost.

  1. Every channel on its own

    Incidents arrive by email, WhatsApp and phone, and nobody has a single view of what is still open.

  2. Searching before replying

    To answer you open the CRM, the ERP and the delivery note. Finding the order takes longer than solving the problem.

  3. No clear priority

    An urgent claim waits in the same queue as a simple question, and the SLA is missed without anyone seeing it coming.

Where the information comes from

Every incident,
with its full context.

What Wyre does · Email

Reads customer emails and detects which ones are incidents and claims. Logs them with their sender.

Hover a source to see what it reads and what Wyre does with it.

How it solves it

From a loose message
to an approved reply.

  1. Collects the incidents

    Brings what arrives by email and WhatsApp into one place and links it to each customer.

    • Reads the emails and WhatsApp messages that are customer incidents.
    • Identifies the customer and the order or contract each one refers to.
    • Logs them in a single list, with nothing forwarded by hand.

  2. Crosses the context

    Compares what the customer says with the order, the delivery note and the contract.

    • Crosses the customer’s claim with the order, the delivery note and the contract.
    • Spots the figure that does not match, like a delivered quantity different from the ordered one.
    • Shows it already checked, without you opening three tools.

  3. Prioritises

    Sorts incidents by age and SLA so you handle the urgent ones first.

    • Calculates how long each incident has been open against its SLA.
    • Raises claims from key customers or at risk of breaching.
    • Your team always starts with what is most urgent.

  4. Proposes the resolution

    Drafts the reply and the action in your systems. You approve it before it is sent or run.

    • Prepares the reply to the customer and the action that solves it, like resending what is missing.
    • Presents it with the reason and the data behind it.
    • Nothing is sent or run until you approve it, and everything is logged.

What changes

Your customer support, before and after.

  • All in a single list

  • Customer context already crossed

  • Queue sorted by urgency and SLA

FAQ

Frequently asked questions

  • It means collecting the incidents and claims that arrive by email or WhatsApp, identifying the customer and their order, prioritising them and drafting the reply with AI. Wyre does it by crossing your ERP, your CRM and your documents, and your team approves every action.

  • A helpdesk or ticketing tool organises incidents, but someone still has to find the context and write the reply. Wyre is not a fixed-answer chatbot or a ticketing tool: it crosses your data and proposes the resolution, and it can work on top of the one you already use.

  • Yes. It reads your customers’ emails and WhatsApp messages, with attachments and photos, and turns them into incidents linked to each customer and order. Everything in a single list.

  • No. Wyre proposes the reply and the action, and you approve them before anything is sent or run. Everything is logged: what was proposed, who approved it and when.

  • Your email and WhatsApp as input, and the tools where the context lives: your CRM, your ERP and Drive. With that it can identify the customer, the order and the contract behind each incident.

  • No. It works on top of your tools and your support team: it prepares the resolution and respects each person’s permissions. Decisions stay in your hands.

  • It calculates how long each incident has been open against its SLA and sorts the queue by urgency. Your team sees what is about to breach and handles it first.

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Contact

Which process should
Wyre take off your plate?

Tell us which manual work eats up most of your team's time, or which information you can't seem to join up. We'll build a demo around a real case from your business and, if it's a good fit, run a pilot with a measurable outcome.

Or email us directly at gonzalo@wyre.es