Jaybird enabled round-the-clock service with DeepConverse support automation

Discover how Jaybird leveraged chatbots and troubleshooting guides to provide 24/7 customer support.

Products Used:
Chatbots, Troubleshooting Guides
Channels:
Web

Jaybird is a Utah-based consumer electronics company that designs and manufactures headphones and wearable activity trackers. The company is mainly known for its line of wireless Bluetooth sports headsets. Jaybird was founded by Australian entrepreneur Judd Armstrong. Acquired by Logitech in 2016, Jaybird quickly found itself on shelves and supporting the needs of customers around the world.

Challenge

Need to effectively manage a large volume of inquiries with constrained agent bandwidth around-the-clock.

Jaybird has a growing product portfolio that caters to different customer preferences. As more products and features were added, it called upon the support org to rise to the challenge of handling a variety of support issues in a timely manner.

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Solution – Chatbot Agent + Troubleshooting Guides  – Jaybot

What DeepConverse did to help Jaybird

DeepConverse provides an AI + Automation platform for support that enables Jaybird to deploy chatbots and interactive troubleshooting guides. These features allow users to self-service while still enabling them to reach out to a human agent if needed.

DeepConverse provides a visual drag-and-drop automation builder that allows business team members to author and control how the chatbot should respond to support questions. The user friendly flow builder lets team members control the support experience without depending on IT for every change.

01.

The DeepConverse advantages

The DeepConverse chatbot (Jaybot) was able to ask the customer about the specific product and problem they needed help with. The chatbot would then walk the customer through the specific steps needed to solve their problem. Instead of throwing a wall of text at the users, the chatbot helped navigate through just the precise resolution path in a step-by-step manner. 

For issues where a support agent was still required, DeepConverse provided a detailed transcript of the conversation with the chatbot, so that agents could save time by not having to ask the same questions again. 

Jaybird CX team is able to self manage the chatbot, making changes to the conversation at will and improving and fine tuning conversation flows to support seasonal demands. 

Within days of deploying DeepConverse, Jaybird was able to realize significant efficiency gains for their support organization.

02.

Impact

“Providing the best customer experience on the planet while also scaling as cost effectively as possible is a tall task. One that simply cannot be done with prioritizing and optimizing both self service, and automation. Deep Converse enabled us to be available for the customer whenever they needed, and improved our operational efficiency by collecting and relaying all necessary information to our representatives. This lead to huge improvements in a multitude of areas for our organization. DeepConverse has been a pivotal partner of ours, and the support that they’ve offered along the way has been invaluable.”

Tanner Nelson
Head of Customer Experience, Jaybird