Husqvarna Boosts Their Customer Happiness Index by Automating Thousands of Support Conversations Monthly

‍The Opportunity:
Upgrade Husqvarna’s Support to Navigate Changing Customer Expectations

As Husqvarna developed more digital and connected products, their customers’ expectations also evolved. Customers increasingly expected to receive immediate and straightforward solutions to their issues regardless of their location or chosen support channel. And, when troubleshooting, they wanted a continuous experience that could move from problem-solving to replacement parts ordering without needing to involve a representative or sift through an entire product catalog. To support these changing preferences, Husqvarna wanted to maintain the feeling of having a local presence of skilled support technicians who could guide customers in their pre-purchase and post-purchase journeys. These trends, along with Husqvarna’s introduction of direct-to-consumer selling (in addition to dealers), increased the complexity of their support operations.

Recognizing these demands and the pressure they placed on their customer service centers, Husqvarna sought a strategic partner to help navigate this transformation. In 2019, Mavenoid, known for our powerful artificial intelligence and deep expertise in automating product support, became Husqvarna’s vendor of choice.

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Husqvarna Product Manager Jonas Sjölund shares how Husqvarna successfully transformed their support system into a modern direct-to-customer service with the help of Mavenoid.

The Solution:
Scalable and Personalized Self Service Smoothly Integrated with Husqvarna’s Website and Apps

The initial collaboration between Mavenoid and Husqvarna involved creating self-service support flows for 50 products. They also integrated Mavenoid’s AI-powered Virtual Assistant into a few regional websites in four languages.

According to Product Manager Jonas Sjölund, seeing Mavenoid’s shared ambition for delivering premium customer support and the results of the initial rollout solidified his team's commitment to a much deeper partnership. Within months, Mavenoid’s product assistant was live in 16 markets, supporting customers in 13 languages. Today, Husqvarna has implemented Mavenoid's support automation in 19 markets and 16 languages.

Sjölund also shared that there are no intentions of slowing down the partnership. A recent addition to Husqvarna's virtual assistant was built-in ecommerce cross-selling which allows customers to transition directly from troubleshooting to ordering spare or replacement parts directly from the virtual assistant. And Sjölund noted that other divisions within the company have begun exploring using Mavenoid in their customer touchpoints.

The results have been consistently impressive, with self-service product support flows consistently driving a 59%+ resolution rate. It has steadily increased since, and, in the words of Husqvarna, "today is beyond expectation." The number of support conversations has also multiplied, having grown from just a few thousand per month in 2020 to over 250k+ conversations in peak seasons.

To meet the needs of customers who still prefer human support interaction, Husqvarna and Mavenoid integrated an efficient escalation flow on the company’s website and in the Automower Connect app. Customers can now seamlessly escalate support requests to both dealers and call centers depending on the topic and complexity of their request, allowing Husqvarna to continue to resolve customer issues with the personal touch the brand is known and loved for.

Key Features Implemented

AI-Guided Self-Service Troubleshooting

Mavenoid helps customers narrow down possible solutions quickly with simple diagnostic questions.

Built-In Ecommerce

Spare and replacement parts cross-selling drectly within the virtual assistant increases ROI and opens new revenue streams.

‍Actionable Insights

Content gap analysis, dashboards with key metrics, and regular insights from qualitative feedback make maintaining and improving self service easy.

Streamlined Support Content Localization

Built-in translation management capabilities help scale support content easily across thousands of products, regions, languages, and brands.

Smart Escalation

Requests that need a human touch are automatically routed to the right person, along with the case history.