Common Sense Virtual Roundtable:

Managing Your Product Support Budget in the New Economic Climate

July 28th, 10 AM – 11 AM CT, Successfully held

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Presented by

Mavenoid Logo

Here’s what we discussed:

As the world enters a new macroeconomic climate, many companies are prioritizing cost-cutting. This puts more pressure on support teams in hardware industries, as effective troubleshooting & customer satisfaction remains a top priority.

Our participants Joined this roundtable to learn how support leaders in consumer electronics, manufacturing, appliances, and other hardware companies are leveraging automation in new ways to cut costs while providing a seamless support experience.

Solution Expert

Product Manager at Mavenoid

Here is what we learned:

Andrea Baccara, Customer Care PMO, E80 Group

• Andrea joined the session to learn how the current economic climate can affect how they service their customers.
• There is a lot of synergy between hardware and software. Sometimes the skillset to the person assigned to solve a problem is not enough, and sometimes you need two people to solve the problem.
• The supply chain can also be an issue with hardware and making sure the correct replacement parts are ordered.
• Different levels on the software slack means different skillsets on the software team as well. Third parties are sometimes involved.
• They are seeing more demand from the customer, but they also want to be able to DIY.
• Customers expect the machines to run from 7-10 years, but the customer is responsible for maintaining it. When the machine isn’t maintained and there is nothing E80 Group can do, it’s a difficult conversation.
• At times, 3 different people are working with the same customer on the same issue and cancelling each other’s work out in real-time.

Jack Morris, Director, Customer Care, Arxium

• Jack joined the session to cross-pollinate ideas with others.
• They support a blend of hardware and software and send on-site out when it’s determined it’s a hardware problem. Most of its support is with software.
• There’s a difference in the skillsets of the people working on those products. Knowing your team’s strengths and skill sets is important.
• Everyone goes through a base skillset training for hardware and software so they don’t point at each other.

Request detailed session notes

We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

About Mavenoid:

Mavenoid is the scalable support solution for hardware companies. With self-service and live support in one, you’re always ready to help your customers —from setup to daily use, to troubleshooting. Companies use our software to help their customers install, use, and troubleshoot everything from consumer electronics and home appliances to electric scooters and robotic lawnmowers. With $20 million in funding from leading VC firms and many of the world’s most iconic brands as clients, our goal is to make technology easy for everyone.

Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.

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