To support their commitment to reliable service while scaling and innovating, Broan-NuTone partnered with Mavenoid - and over time, built a fully unified support experience spanning digital self service with our Virtual Assistant and Dynamic Help Center, as well voice self-service with Voice Assist.
The result? A best-in-class customer experience, higher resolution, lowered waiting times and more room for the support team to focus on strategy, not just volume.
“Partnering with Mavenoid has transformed how we have handled product support. The combination of digital self-service and voice automation has significantly reduced pressure on our team and improved the overall experience of our customers”
Phase 1:
Laying the foundation with Digital Self-Service
Broan-NuTone’s support transformation began with a shared goal: reduce reliance on human agents for repetitive queries without compromising the quality of the customer experience. From the beginning, the team took a collaborative approach, working closely with Mavenoid to ensure the solution aligned with how Broan-NuTone products are used, installed and supported in real life.
The first step was launching Mavenoid’s Virtual Assistant - designed not just to deflect tickets, but to truly resolve them.
Analyzing historical tickets and utilizing existing support knowledge, Mavenoid and Broan created a self-service experience designed for impact. The solution was rolled out across key product categories such as range hoods, bath fans, heaters and more, paying attention to helping users identify their product, troubleshooting and escalating to Salesforce where further support was needed.
“What stood out most in our collaboration with Mavenoid was how deeply they understood our products and what our customers expect from a great support experience. They’ve brought real expertise to the table and helped us design a solution that fits the way we work. The Mavenoid staff is absolutely outstanding. I have never worked with a better team — ever.”
The results were immediate. Customers were not just getting answers - they were getting resolutions without ever needing to contact human support.
Today, Broan-NuTone’s self-service resolution rate stands at 63%, meaning nearly two-thirds of users resolve their issue without needing to escalate. This early success became the foundation for scaling into other areas - giving the support team space to optimize, refine and prepare for future channels and use cases.
Phase 2:
Expanding coverage with Dynamic Help Center
With a solid foundation in place, Broan-NuTone introduced Mavenoid’s Dynamic Help Center (DHC) - a next generation self-service experience that replaced static help center articles in favor of a personalized, guided support journey.
Unlike traditional knowledge bases, the DHC gave Broan-NuTone visibility into every incoming digital query- whether through the virtual assistant, dedicated support page or directly from Google. This new layer of insight allowed the support team to go beyond just resolving queries - they could now identify gaps, spot patterns and focus efforts where they’d have the greatest impact.
The DHC also allowed Broan-NuTone to meet customers earlier in their journey, especially those searching for help via Google and other search engines. By indexing relevant content, Mavenoid helped intercept intent before it became a support ticket - creating a frictionless path to resolution before frustration set it.
Just as importantly, the DHC doesn’t treat every question the same. It dynamically guides users based on their query, product, language and location - offering the right level of detail, escalating where needed and enabling customers to self-resolve complex queries that would typically require an agent.
This phase marked a turning point where Broan-NuTone went from managing volume to engineering better outcomes, using visibility and automation to drive both efficiency and customer satisfaction.
Phase 3:
Launching Voice Assist for Unified CX
With a successful digital experience in place, Broan-NuTone turned its focus to one of the biggest remaining pain points in support…inbound phone calls. The team partnered with Mavenoid to launch Voice Assist, integrating with their CCaaS platform, Genesys, to bring the same level of automation and resolution power to their most resource-intensive channel. The impact was immediate and dramatic.
Before launching voice support, Broan-NuTone’s call center was feeling the pressure. During Q1:
- Call abandonment rates exceeded 25%
- Speed of answer averaged 10.9 minutes
- Service level sat at just 43%, below the 80% target
Adding more agents wasn’t a sustainable solution - the team would have needed multiple FTEs just to stay afloat. From the moment the Voice Assistant was activated, performance metrics began to shift:
- Abandonment rates dropped significantly meeting the internal goal of <10%
- Speed of answer improved by over 75% down to 2.5 minutes
- Service level jumped to 80%, finally hitting the team’s target!
