Case Study: KEF achieves 60%+ self-service resolution and scalable global support with Mavenoid

KEF Completes Its Global Omnichannel Product Support Using Mavenoid’s AI-Powered Platform

KEF, the UK consumer electronics brand known for its high-fidelity speakers, wanted to deliver luxury-level omnichannel support across phone, email, web, app, and self-service without continually adding staff as volume grew. The company turned to Mavenoid’s AI-powered product support platform to help scale its customer service while maintaining a premium experience.

Mavenoid launched KEF’s self-service assistant with real-time translation and search capabilities, first across four speaker models and then across 11 product ranges, and also integrated with KEF Connect and Salesforce Service Cloud. The results included a 60%+ self-service resolution rate, more than 30% growth in case capacity without hiring additional global reps, and live support translation across 50+ languages, helping KEF deliver faster, more efficient omnichannel support with Mavenoid.

KEF

Graham Rowlands

SVP, Global Sales and Operations