Micromobility Company Increased CSAT by 70% After Adopting Mavenoid Live Support

Challenge:
Instantaneous live support wherever their customers are

For many micromobility companies, users consistently have issues with ongoing rides where they require urgent assistance. Providing efficient self-service is essential to ensure that their customers can get help when they need it.

However, in the micromobility space, time is key to customer satisfaction. Micromobility companies need to not only provide great self-service assistance, but also be equipped with live support tools that enable them to resolve their users’ issues anywhere, at any time.

Solution:
Mavenoid Live Support as a seamless escalation option

Mavenoid Live Support was enabled for selected cities, providing a seamless escalation option from the self-service AI assistant to a live support agent. The agents now had the tools they needed to effectively and efficiently resolve customers’ issues, remotely.

Using Mavenoid’s AI self-service, support agents can see customers’ historical conversation data for context, simultaneously handle multiple conversations, and manage their chat queue and workload. In addition, Mavenoid’s AI learned from the live sessions and was able to provide actionable feedback that improved the self-service quality and increased resolution rates.

Key features implemented

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

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

CRM integration
Mavenoid leverages existing support center content and automatically creates tickets.

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

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