The challenge: Providing solutions to customer requests 24/7

With the growing success of their new Robomow line and WOLF-Garten brand, Stanley  Black & Decker was facing increased support inquiries from customers. One particular challenge was on the weekends when their call center was not available 

The brand wanted to find a way to help customers resolve their issues 24/7 without having to wait in long queues or for the support agents to get back online. Their goal was to find a software solution that would help customers troubleshoot their equipment quickly and easily on their own. 

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The solution: Automating support to instantly resolve thousands of customer issues 

Stanley Black & Decker turned to Mavenoid’s AI-powered product assistant in their search for efficient and automated service for their customers.

The team spent significant energy thoroughly reviewing all of the support flows before making them available to their end users, as well as testing the self-service offering with the initial limited group of beta testers— whom they recruited via their LinkedIn and Facebook brand pages— before rolling it out to the entire customer base. In addition, the company trained their call center staff to promote the self-service support option to inbound callers. Moreover, there is an option for customers to select self-service when calling in – if they choose this option, they receive a text message with the link to the Mavenoid Product Assistant. 

Today during the peak season, Mavenoid automates 2500+ support conversations per week for Stanley Black & Decker. 

With the success seen across the Robomow line, Stanley Black & Decker is evaluating future applications of Mavenoid to improve their support efficiency. With their robotic business picking up, they are partnering with Mavenoid to be able to connect with the robots at the customer’s location, automatically detect the problem and find the right solution to fix it, all in an automated and proactive fashion. They are also exploring ways to automate spare parts ordering so that the brand can provide next-day service to be as fast and resourceful as possible for their customers.

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Key features implemented

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

AI retrieval
‍Mavenoid’s AI retrieval puts all of the existing manuals and documentation to work, making sure that the right content is available and searchable to users, and allowing the brand to surface the most relevant parts of support documentation in a matter of seconds.

Co-Pilot
‍With the Mavenoid Copilot browser extension, agents can efficiently search the entire knowledge base for answers, and then easily share the solutions with customers via any channel: Salesforce, Zendesk, Freshdesk, LiveChat, Gmail, and more.