Case Study: Positec reduces live chat volume by 60% with Mavenoid

Positec Reduced Live Chat Volume by 60% Across 100+ Products

Positec, a leading home and garden tool manufacturer based in Suzhou, China, needed a way to deliver 24/7 support for more than 100 countries and regions without driving up service costs. The company turned to Mavenoid to automate support across a broad portfolio of power tools and garden equipment, aiming to give customers fast answers through self-service and reduce pressure on its support team.

Mavenoid rolled out its product assistant in six weeks, starting with self-service for over 20 products and quickly expanding to more than 100, with plans to reach 400+ products. The implementation helped Positec cut live chat volume by 60%, reduce phone calls, and enable 42% of customers to resolve issues without contacting support, with some product categories reaching 65–80% self-service resolution.

Positec

Omar Ahmad

Vice President of Operations