Watch the Full Interview
Pura Digital Product Manager, Noall Foxley, covers how Pura doubled down on its customer-centric, self-service-first approach to product support and created a customer care economy powered by Mavenoid.
The Challenge:
Modernize Pura’s Customer Support Approach With a Dynamic Self-Service Solution
Years ago, Pura initially implemented a traditional help center with static content to support the launch of its self-service features. However, as the company grew and customer feedback about the effectiveness of its self-service options mounted, there was a clear need to prioritize customer-centric self-service options that better aligned with Pura’s values.
At the time, Pura’s support options were available in-app and on its website, but customer support lacked automation and AI capabilities that could help it resolve more customer issues. The traditional help center could not surface relevant information quickly, and customers could not troubleshoot without submitting tickets to Pura’s customer support team.
The Pura support team found that its product support solution was lacking ease of use, content management, and customization. The team wanted to ensure that customers looking for Pura support were finding the content without the need to involve a live agent, that the content was updated (or could be updated quickly), and that Pura’s distinctive branding carried throughout the self-service experience and wasn’t disjointed from its main website. To bridge this gap, Pura needed a more engaging virtual solution that customers trusted could solve their product questions.
