Case Study: Pura achieves 76%+ self-service resolution and 58% fewer live support conversations with Mavenoid

Pura’s Support Team Sees Sharp Reduction in Tickets by Achieving 76+% Self-Service Resolution Rate

Pura, a smart home technology company that sells app-controlled fragrance diffusers for home and car, needed to modernize its customer support approach. Its traditional help center was static, hard to update, and not effective at helping customers troubleshoot without creating tickets, so the company turned to Mavenoid’s Dynamic Help Center and virtual assistant to build a more customer-centric self-service experience.

With Mavenoid, Pura implemented AI-guided troubleshooting, smart escalation, localized content management, and an interactive help center that matched its branding across web and app. The results were strong: Pura regularly achieved a 76%+ self-service resolution rate and saw a 58% year-over-year decrease in live support conversations, even as overall volume grew rapidly.

Pura

Noall Foxley

Digital Product Manager