The Challenge:
Elevate KEF’s Omnichannel Support to Match Its Luxury Product and Handle Growing Volume
KEF’s support philosophy revolves around the idea that brands shouldn’t dictate how customers reach support. Instead, it’s up to the customer to decide how they prefer to receive support, and it’s up to the brand to ensure availability across channels, including phone, email, web, app, and self-service. Striking a balance between offering support when needed and empowering customers to resolve issues on their own is key to KEF's approach.
For KEF, every touch point is a chance to give the same ‘wow’ experience as experiencing its speakers for the first time. Believing that customer loyalty and advocacy naturally follow exceptional service, KEF isn’t only trying to deliver troubleshooting solutions but also deliver them in a way that sparks the same delight as its products.
Despite the initial skepticism about the effectiveness of self-service, especially for a luxury brand, KEF recognized that its vision for omnichannel support couldn’t be achieved with its existing customer service approach. Every new communication channel the company opened required more customer service representatives in every market. While its customers were benefiting from the freedom of choice, KEF struggled with scaling its luxury-level product support.
Realizing the need for a smarter solution to maintain its highly professional support and to handle the volume from growing channels, KEF turned to Mavenoid for our automation expertise and AI-powered product support platform.
Learn More: Watch the Full Interview
KEF’s SVP of Global Sales and Operations, Graham Rowlands, shares how Mavenoid allows KEF to scale its case count without requiring more agents.
