‍The challenge: a scalable alternative to phone and email support in hypergrowth

After gaining hyper growth with a number of very successful products back in 2019, Jabra wanted to enable more customers to self-resolve technical issues and reduce the manual handling time of support tickets. They had already built a robust support center with user manuals and documentation. However, many customers didn't notice those resources and called support anyway. Jabra needed an efficient way to guide customers to the right support information at the right time, on both their website and app.

The manufacturer had experimented with an answer bot native to their CRM in early 2019, but the results were disappointing as the bot could not handle the complexity of their products, and often missed the intent of the consumer's query. Jabra also faced a continual uptick in support demand which they could not fully meet with their classic support channels after launching Elite Sport and Elite 65t earbuds— the first wireless headphones on the market.

They needed a digital alternative that was on 24/7 and could allow to launch automated workflows, understand customer requests and resolve them by surfacing relevant content, guiding customers towards resolution with a diagnostic approach and perform triage, escalating to support agents when needed.

The solution: leveraging AI and product expertise for support automation and warranty handling

Jabra partnered with Mavenoid to create a smart and scalable support solution for their customers. They wanted to help more customers self-resolve technical issues, reduce the manual handling time of support tickets, and leverage their existing content library. They also wanted to support multiple languages and channels, such as their website, app, and email from one system.

Jabra and Mavenoid conducted a proof of concept in 2019, where they compared Mavenoid self-service with their native CRM chatbot on their website for the US customers. They focused on one of their most complex use cases, the wireless earbuds category, and integrated both solutions with their CRM system. The implementation was fully remote and took about six weeks to implement the first model and two weeks for subsequent models in the same product series.

Jabra was impressed by the results of the proof of concept and decided to use Mavenoid’s platform to build and deploy AI-powered product assistants for their products. Mavenoid self-service guides customers to self-solve technical problems, and determines when requests should be handled under warranty. Jabra also used Mavenoid’s remote support solution to loop in support agents when needed, analytics capabilities to monitor and optimize the performance of their support automation, and translation management system to translate support content and provide support in multiple languages.

With Mavenoid, Jabra was able to reduce the manual handling time of their support tickets by 41%, while correctly entering 90% of tickets into the claims process. They started with automating around 4,000 support sessions a month and now put around 30,000 sessions every month on auto-pilot. Jabra currently has 25 products supported in 30 countries in 6 languages, which can be accessed through their website, app, or email.

Key features implemented

AI-guided self-service troubleshooting
Mavenoid helps customers narrow down possible solutions fast with simple diagnostic questions.

Deep product analysis
Historic support data is used to identify common problems and areas best suited for automation.

CRM integration
Mavenoid leverages existing support center content and automatically creates tickets.

Smart escalation
Requests that need a human touch are automatically routed to the right person, along with the case history.

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