How a Multinational Outdoor Cooking Manufacturer Scales Customer Support to Meet Seasonal Demand
Delivering a high-quality product and exceptional customer support is how one outdoor cooking products manufacturer — sold in more than 31,000 stores across the US — maintains long-term brand loyalty in a crowded marketplace.
Location
Worldwide
Industry
Outdoor Cooking
Mavenoid's Impact
7-minute decrease in call time
3% increase in CSAT
Scales to support 3x seasonal agents
The Challenge: Scaling Customer Support to Meet Seasonal Demand
Outdoor cooking product sales and support demand increase in warmer months as more people spend their leisure time and entertain outside. This seasonal demand comes with a significant surge in customer support activity that is particularly high from Memorial Day through the Fourth of July, when new and existing product owners fire up their grills, smokers, and griddles for the first BBQ of the season.
To handle this seasonality, this manufacturer triples the size of its support team by hiring seasonal agents in February. Given the size and growth of the manufacturer’s product catalog, ongoing, hands-on training is necessary for new and veteran agents to provide effective seasonal support.
"Mavenoid solved this challenge by giving each agent a guided, on-demand portal that quickly narrowed product and troubleshooting steps to the most relevant information based on key question prompts."
Outdoor Cooking Company Support Manager
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.
The Solution: Managing Seasonal Support Surges and Ensuring Exceptional Year-Round Customer Service
To reinforce training support when agents take a live call, the manufacturer sought a customer support platform that specialized in providing step-by-step, expert-level troubleshooting guidance and product knowledge on demand. This would enable new and veteran agents to deliver support consistent with that of agents who spent years with the Company solving needs and delighting product owners.
Mavenoid solved this challenge by giving each agent a guided, on-demand portal that quickly narrowed product and troubleshooting steps to the most relevant information based on key question prompts.
Central to this portal experience was Mavenoid’s virtual assistant, which guides agents in real time as they engage with customers. This assistant helps agents quickly resolve customer needs, regardless of their level of expertise on a specific product.
Through this portal platform, Mavenoid helped the manufacturer improve its service consistency across its seasonal and veteran agent teams. With Mavenoid, agents now see standardized troubleshooting procedures, which work to not only ensure correct outcomes but also to reinforce troubleshooting processes and knowledge from training.
By standardizing support, the manufacturer has increased agents’ confidence while saving time and money — sending the correct replacement part the first time, avoiding sending an unneeded part, or avoiding a second consumer contact, all reducing the cost of handling cases.
The manufacturer’s partnership with Mavenoid allows the company to manage seasonal support surges and ensure exceptional year-round customer service effectively and efficiently.
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