JordiLight Switched to lookfor from Mavenoid
Client: JordiLight
Location: Edina, Minnesota
Industry: Sporting Goods/Hiking & Camping
Challenge: Combining live chat, sales, and support into a single product while maintaining a knowledge base published on specific URLs.
Solution: Lookfor developed a knowledge base feature for Jordilight, enabling the client to publish support articles on a specific URL and combine live chat, AI sales, and support into a single app.
JordiLight Overview
JordiLight is an eco-friendly hardware and consumer electronics maker founded by Robert Haddad in 2020. Their flagship product, the JordiLight flashlight is perfect for outdoor enthusiasts like bikers, hikers, and campers. It also has some indoor work or home applications such as when picking up an item from the attic or basement or making repairs under the kitchen sink.
JordiLight is also a versatile product, combining a headlamp, flashlight, or lantern while emitting an impressive 3600 lumens-19 high-intensity LED light beam. It packs a lot more smart features than the average flashlight, from Bluetooth connectivity to impact detections and SOS alerts.
TIME even reviewed JordiLight as one of 2022’s top inventions.
The Challenge: Modernize JordiLight’s customer support approach with dynamic self-service convenience
As a new product in the market, JordiLight needed to define the product, handle admin tasks with minimal documentation and formal processes, and manage with limited human resources. As the number of support requests increased, Robert changed the culture of the company from one of single customer support to an “Everyone Does Support” (EOS) approach.
JordiLight also incorporated a support page with user manuals and FAQs to assist buyers—to mixed results. Web visitors often spend a few seconds on a given site and leave at the first sign of inconvenience. This concentration span challenge alongside other challenges faced were:
How to manage the high volume of customer queries
How to achieve consistency in customer experience through email, live chat, and phone.
Round-the-clock availability
Limited by manpower
Fast access to the FAQ or troubleshooting manuals.
That was when they decided to integrate a technical support software solution into their operations.
How JordiLight first Introduced Mavenoid then switched to Lookfor its diverse use case
Mavenoid served JordiLight well at the onset, it provides technical support helping users with installation, proper usage, and troubleshooting issues. Of note is the AI chatbot to relay quick answers to inquiries, live video support which connects users to a human agent, and easy integration.
While it solved the issue of support, JordiLight still needed additional features to revamp its conversion rate optimization strategy. That meant investing in additional sales enablement software which would likely increase the amount of admin required on the part of their team. So, another all-in-one software alternative had to be found that would boost sales while maintaining all the other support features.
However, lookfor showed it could:
Build a custom knowledge base center for specific URLs
Here Lookfor exceeded automated support expectations by building a custom feature integrating a knowledge base center at support.jordilight.com
This custom domain allowed JordiLight to centralize its help articles under one platform, enhancing customer support while streamlining operations. The team further appreciated its unified app solution that provided customer service, AI support, AI sales rep, and live chat.
The team was further impressed by:
Lookfor’s broader application of AI, including advanced search access and data analysis, is in contrast to Mavenoid, which mainly fixates on technical hardware support.
Lookfor’s personalized AI solutions through natural language processing and predictive analytics. This makes it more adaptable to different data or user queries without restrictions to support scenarios.
Lookfor’s sales enablement and is not limited to support. It offers personalized search and a recommendation engine.
JordiLight migrated to Lookfor. And it turned out that what they were too fixated on turned out to be unnecessary for their operations. Plus, the team further accesses reporting through Lookfor’s intuitive dashboard and keeps track of performance.
