E-Mobility Company Jetson Looks to Improve Customer Engagement

Today, the customer experience is a make or break moment for most brands. Most companies simply don’t have the budgets, however, to leave the process entirely to human means. Long agent-led customer sessions are expensive in both time and labor. Companies need well-crafted digital engagement capabilities that work across multiple channels to serve customers holistically instead of on a disconnected per-contact basis, which can lead to the need for customers to make contact many times – a key driver of customer dissatisfaction.

Jetson, a provider of e-mobility products, including electric bikes, electric scooters, and hoverboards, recently embarked on a search for a platform with stronger digital engagement capabilities to interact with customers across various channels and a user-friendly agent experience to empower its team to work more efficiently. It ultimately chose customer engagement software solutions provider Khoros, which has allowed Jetson to complete its omnichannel customer service vision by using the Khoros platform for its digital contact center, combined with the Amazon Connect integration. Jetson noted that it has achieved its ultimate goal of seamless digital and voice channel orchestration and out-of-the-box reporting within one agent desktop interface.

"At Jetson, we share our love for riding with thousands of customers across the country,” said Nancy Scanlon, chief experience officer at Jetson. “We needed a technology partner that could scale with our growth and allow us to deliver best-in-class, 24/7 customer service. Beyond their software and services, what we found in Khoros is a true innovation partner that shares our passion for an omnichannel experience. After a year of discussion and partnership, Khoros helped us realize the last piece of that vision—voice—quickly, seamlessly, and successfully."

Through the partnership, Jetson has supported 200,000 customer service interactions via digital channels and voice in the Khoros platform. Additionally, with Khoros’ advanced data and analytics capabilities, Jetson can now report holistically on agent efficiency, activity, and real-time conversation analysis for both agents and managers for deeper insights into its service quality and customer satisfaction.


Edited by Erik Linask