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Husqvarna
& Mavenoid
Husqvarna Boosts Their Customer Happiness Index by Automating Thousands of Support Conversations Monthly
Husqvarna Group is a global leader in outdoor power equipment with a history of innovation that spans more than 330 years. The company offers a wide range of products, from chainsaws and trimmers to robotic lawn mowers.
Location
Stockholm, Sweden
Industry
Outdoor power products
The Mavenoid Effect
Best-in-class self-service resolution rate
Tens of thousands of automated support conversations per month
Live in 16 markets, supporting customers in 13 languages
The Opportunity: Upgrade Husqvarna’s Support to Navigate Changing Customer Expectations
As Husqvarna developed more digital and connected products, their customers’ expectations also evolved. Customers increasingly expected to receive immediate and straightforward solutions to their issues regardless of their location or chosen support channel. To support these changing preferences, Husqvarna wanted to maintain the feeling of having a local presence of skilled support technicians who could guide customers in their pre-purchase and post-purchase journeys. These trends, along with Husqvarna’s introduction to direct-to-consumer selling (in addition to dealers), increased the complexity of their support operations.
Recognizing these demands and the pressure they placed on their customer service centers, Husqvarna sought a strategic partner to help navigate this transformation. In 2019, Mavenoid, known for our powerful AI technology and deep expertise in automating product support, became Husqvarna’s vendor of choice.
“We are very satisfied with the outcomes, and only wish we’d partnered with Mavenoid sooner. Their support automation platform allows us to enhance the customer service, continuously boosting our customer happiness index. And the more customers we can make happy, the more fulfilling our work becomes.”
Jonas Sjölund
Product Manager – Digital Customer Support Solutions, Husqvarna Group
The Solution: Scalable and Personalized Self-Service Smoothly Integrated with Husqvarna’s Website and Apps
The initial collaboration between Mavenoid and Husqvarna involved creating self-service support flows for 50 products. They also integrated Mavenoid’s AI-powered Virtual Assistant into a few regional websites in four languages.
According to Product Manager Jonas Sjölund, seeing Mavenoid’s shared ambition for delivering premium customer support and the results of the initial rollout solidified their commitment to a much deeper partnership. Within months, Mavenoid’s product assistant was live in 16 markets, supporting customers in 13 languages. Today, support automation is implemented in 19 markets in 16 languages.
Sjölund also shared that there are no intentions of slowing down the partnership. He noted that other divisions within the company have also begun exploring using Mavenoid in their customer touchpoints.
The results have been consistently impressive, with self-service product support flows driving a 30%+ resolution rate in 2020. It has steadily increased since, and, in the words of Husqvarna, today "is beyond expectation." The number of support conversations has also multiplied, having grown from just a few thousand per month in 2020.
To meet the needs of customers who still prefer human support interaction, Husqvarna and Mavenoid integrated an efficient escalation flow on the company’s website and in the Automower Connect app. Customers can now seamlessly escalate support requests to both dealers and call centers depending on the topic and complexity of their request, allowing Husqvarna to continue to resolve customer issues with the personal touch the brand is known and loved for.
The Mavenoid product assistant is integrated on Husqvarna’s website as a widget.
Key Features Implemented
AI-Guided Self-Service Troubleshooting
Mavenoid helps customers narrow down possible solutions quickly with simple diagnostic questions.
Actionable Insights
Proactive support content gap analysis, dashboards with key metrics, and regular insights from qualitative feedback make maintaining and improving self-service quality easy.
Streamlined Support Content Localization
Built-in translation management capabilities help scale support content easily across thousands of products, regions, languages, and brands.
Smart Escalation
Requests that need a human touch are automatically routed to the right person, along with the case history.
Learn More: Watch the Story
Husqvarna Product Manager Jonas Sjölund shares how Husqvarna successfully transformed their support system into a modern direct-to-customer service with the help of Mavenoid.
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