Create Experience in a Distributed Enviroment
Established in 2013, EZVIZ is one of the most reliable and respected smart home security brands in the world. They sell their surveillance cameras with Amazon, Apple HomeKit, Google Assistant, and multiple smart home platforms.
Unfortunately, EZVIZ divided their customer support between competing organizations: a domestic service partner provided phone services, and an offshore team delivered email support. Customers experienced a fragmented and inconsistent experience, and EZVIZ struggled to establish accountability and manage two teams.