Jabra + Mavenoid

Jabra uses Mavenoid to reduce time spent on warranty claims by more than 40%

6 products

supported

6 countries

launched

6 weeks

rollout time

challenge

A scalable alternative to phone and email support

After gaining hypergrowth on a string of products, Jabra wished to enable more customers to self-solve technical issues and thereby reduce the manual handling time of support tickets.

Jabra had already built a robust support center with user manuals and documentation. However, many visitors avoided using those resources and ended up calling 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.

"Working with Mavenoid is a joy. Their data-driven approach, UX-finesse and innovative spirit adds up to sticky self-service."

image

Mathijs Kooijman
Jabra Support & Services

solution

Automation—from problem-solving to warranty-handling

Jabra partnered with Mavenoid to determine how to reduce the handling time of their support tickets. Analysis of ticket data discovered that warranty handling was a particularly time-consuming task for the support team.

Mavenoid’s product assistant is capable of both guiding users to self-solve technical problems, as well as determining when requests should be handled under warranty. It’s able to correctly enter 90% of tickets into the claims process, while simultaneously reducing manual handling time by 41%.

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.

Self-service troubleshooting
Deep product analysis
CRM integration
Smart escalation

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