Going the extra mile to connect

When we talk to businesses about customer care, it’s easy to default to metrics: average resolution time, ticket volume, satisfaction scores. But behind every support request is a person. And in the frontline workforce, where digital inclusion can determine whether someone feels seen, heard and connected, a well-handled support moment can be transformative.

When we talk to businesses about customer care, it’s easy to default to metrics: average resolution time, ticket volume, satisfaction scores. But behind every support request is a person. And in the frontline workforce, where digital inclusion can determine whether someone feels seen, heard and connected, a well-handled support moment can be transformative.

At Wyzetalk, we believe that tech should empower, not frustrate. That’s why our Support Team goes above and beyond troubleshooting. Take Kino MacDonald, our Support Team Lead, as an example.

Recently, a frontline employee at Food Lover’s Market – one of our Employee Experience Solution clients – struggled to log in. When the query came through, Kino didn’t just escalate a ticket. After determining that the client was just ten minutes away, Kino personally went to assist her. The user? A remarkable 60-year-old team member who, thanks to that one interaction, could now access important workplace updates, connect with her team, and fully engage with her company.

This is what people-first technology looks like. And it matters. Because while digital tools are essential, the real success lies in how they’re adopted – and that takes care, trust, and tailored support.

By integrating user-friendly platforms, data-light access options, and human-led support, organisations can close the frontline connection gap. When employees feel empowered by their tools and supported when things go wrong, you don’t just increase productivity. You build a sense of belonging.