Common Sense Virtual Roundtable:

Hybrid Approach to Product Support – Moving from Deflection to Solution

June 28th, 2022, 10 AM – 11 AM CT, Successfully held

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Presented by

Mavenoid Logo

Here’s what we discussed:

Hypergrowth consumer electronics companies need robust support centres with user manuals and documentation. However, many visitors avoid using these resources because they find it difficult to navigate or understand and end up reaching out to agents or chat-based support.

In this roundtable, we discussed how to use a data-driven approach to focus on quick resolution while using historic data to identify common problems and areas best suited for automation.

Solution Expert

Galina-Ryzhenko
Head of Product at Mavenoid
LinkedIn

Here is what we learned:

Kenneth DuCree, Director of Global Service Support, Shure Inc

• Kenneth joined the session to get insights on other people’s interactions about the function.
• Top challenge is the cultural awareness in other regions. Retention is the other one. Trying to find people with a strong background in product support. After we train people about managing their products… it can take 3-5 years to get them up to speed on their products.
• Keeping that knowledge in-house is important. Hardware support, however, is an entry-level position, but they need the same knowledge as engineers.
• If you don’t pay them properly, they will move on to another company.
• They incorporated Salesforce in their self-serve. They’ve been able to move ahead with the customer experience, but getting actionable information is difficult.
• Having representation in each area is a challenge because they don’t have the resources. Additionally, Asia is 13 hours ahead and there are many dialects, which can make chatbots difficult.

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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