Smarter support through product identification and app personalization

The Solution

Eve brought the challenge to Mavenoid, and within seven weeks the two teams had co-created a connected in-app and on-web support experience. 

Starting from proven patterns

Mavenoid drew on deployment patterns from other connected-device brands to shape requirements quickly. That meant Eve wasn't starting from scratch on questions like "how early do we identify the product?" or "what data should flow from the PIM?" because both sides already knew the shape of the answer.

A no-code platform Eve's team could drive themselves

The team was able to log into Mavenoid directly to design support journeys and test changes in real time, without waiting on engineering tickets or change cycles. "To have a partner who can actually integrate with no coding makes a big difference," Ghania notes. Weekly prototypes went to a steering committee every Friday, and leadership's reaction each week was some version of "I can't believe what you're doing" — the pace surprised even the people building it.

Deep integration between the systems that already held the answers

Mavenoid's flexible API connector tied together Prodigy (Eve's PIM), Zendesk, and the Eve app. With that backbone in place, Mavenoid could pull product data directly from Prodigy and use it to personalize the support flow without the customer having to look up a serial number or copy device details into a form. The built-in translation module handled multi-language content in the same pipeline, which Ghania described as "the cherry on the cake."

The Results

The impact showed up quickly, both in the numbers and in the shape of the work itself.

• 75% of issues are now resolved through self-service. These are the questions Eve never hired people to answer in the first place (how many temperatures can I schedule, what does this feature do, which ecosystem does this device support). They now get resolved the moment the customer asks.
• Tickets are down roughly 50% year over year. Ghania is careful to clarify that these were cases the team was handling that "didn't need any touching, because it's nothing that requires human intervention." Removing them has freed real capacity.
• Customer satisfaction sits close to 90%. Much of the credit goes to the in-app experience: customers used to living on their phones can self-serve or open a ticket without ever switching to a computer.

Beyond the top-line numbers

The partnership has also reshaped how Eve operates and brought key learnings the team now carries into every new product launch.

Every conversation becomes data. Every Mavenoid conversation captures what customers looked for and what they tried to resolve it. Eve feeds that back into support content and uses it to flag gaps for marketing and sales.

Support has moved up the value chain. Mavenoid is now reviewed ahead of every product launch. A product can only exist in Mavenoid once it's properly documented in Prodigy, which has pulled support earlier into the product lifecycle.

Redefining what human support is for. With repetitive FAQs routed to self-service, agents now work on the harder cases like multi-hub troubleshooting and cross-ecosystem connectivity. Average handling time has risen as a result, which Ghania treats as a sign of deeper, higher-quality work.