How to Create a Seamless Customer
Experience in a Distributed Enviroment

Case Study | Home Security

EZVIZ is a reliable and widely respected smart home security brand that sells surveillance cameras through Amazon, Apple HomeKit, Google Assistant, and other platforms.

When EZVIZ divided customer support between a domestic service partner for phone support and an offshore provider for email support, customers experienced a fragmented and inconsistent experience.

EZVIZ struggled to establish accountability and manage two teams.

In this case study, learn how we:

  • Applied in-depth expertise in the connected home IoT space to recommend an omnichnnel approach.
  • Combined EZVIZ's call, email and chat support centers into one cohesive delivery model.
  • Changed the training program and introduced an in-house Product Lab to ensure agents had hands-on experience setting up EZVIZ security systems.
  • Optimized routing so customers quickly reached the agent that could help them fastest.

The newly consolidated ecosystem began generating inmmediate improvements.