Case Study: Broan-NuTone unifies voice and digital support with Mavenoid

Broan-NuTone cuts call abandonment below 10% with Mavenoid

Broan-NuTone, a leader in home ventilation and air quality solutions, faced growing call volumes and evolving customer expectations. Their challenge was to scale product support while creating internal space to optimize and innovate. To address this, they partnered with Mavenoid to build a unified support experience.

Mavenoid implemented a solution that began with a digital self-service Virtual Assistant and Dynamic Help Center, achieving a 63% self-service resolution rate. They then launched Voice Assist for their phone channel, which dramatically improved call center metrics: abandonment rates dropped below 10%, speed of answer improved by over 75%, and service level jumped to 80%. This allowed Broan-NuTone's team to focus on strategic improvements and created a best-in-class, multi-modal customer experience.

Broan-NuTone