Rawbike + Mavenoid

Automated CX where 70% of customers successfully help themselves

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70%

self-service
resolution rate

3%

external escalation
rate

75%

positive ratings

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challenge

Automation with a better customer experience (and less complaints) than existing chatbots

Rawbike, a subsidiary of WeSports, is experiencing rapid growth and is already Sweden's most popular electric moped. Naturally, as more and more products are sold, Rawbike also saw an increase in incoming support requests.

The Rawbike team wanted to ensure customers were satisfied with their products, but also needed to manage the support team's time & costs.

Rawbike initially tried the chatbot associated with a popular customer support CRM platform, but found it couldn't provide a high-quality experience or resolve customers inquiries, and therefore resulted in many complaints.

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"70% of our incoming questions are solved by customers automatically through Mavenoid... We're happier as a team and have a lot more happy customers."

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Oliver Jonasson
Head of Support & Logistics
Rawbike

solution

Automated self-service that improves customer ratings & experience

Given their initial poor experience with chatbots, Rawbike had low expectations for automated support. However, after working with Mavenoid— who have a history of success within the micromobility space— it quickly became the first-line of support for all incoming queries.

The results spoke for themselves. With a 70% self-service resolution rate and only 3% escalation rate, Mavenoid was able to automate nearly all of Rawbike's initial support requests. Rawbike support overhead reduced dramatically and ratings improved significantly, meaning both a happier team and customers.

Key features implemented

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

Natural language understanding
Advanced semantic search allows customers to explain problems in their own words. The system interprets their intent and guides them to the right content.

Next-Gen Assistant
Mavenoid's latest product assistant UI provides an intuitive experience that guides users and allows them to self-service even complex issues.

Zendesk Integration
Seamless integration with Zendesk CRM allows any escalated tickets to be created and all support data to be captured.

Deep product analysis
Natural language understanding
Customised Intuitive UI
CRM integration

Experience support that really works

Unlike generic support tools that focus on deflection, Mavenoid is all about solutions.

Schedule a demo and experience how Mavenoid meets customers with the right level of support to take them seamlessly from request to solution.
Request a demo
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