Problem
Key team members left before the product launch, and the client was left without the means to test the product.
The Proof/ Case study
Product testing platform reimagines customer support
How Acorn built a testing platform and automated error troubleshooting for a consumer healthtech and consumer packaged goods company that makes breast pumps, after key team members left before launch, reducing customer support intervention.
- Industry:
- Consumer healthtech and consumer packaged goods
- Client:
- A consumer healthtech and consumer packaged goods (CPG) company, a breast pump maker that serves consumers directly. Its product is controlled through a mobile app. Client name not published.
- Functions:
- support
B2C
What Acorn did
Acorn took over and built a platform for testing the product, then developed a system that automatically identifies equipment errors reported through the mobile app and provides solutions.
We worked with the client's customer success team to document common mistakes, such as incorrect flange sizing, and their solutions. We also found flaws in the data structure that caused inaccurate error alerts, which had required human intervention through customer service.
Result
The system reduced the need for customer support intervention. Users receive real-time alerts with tips to resolve reported device errors through the app, and if necessary the system can automatically ship replacement parts.
For other product issues, the app directs users to the customer success team.
Who this is for
Support and customer success teams that spend time on device or product errors a system could identify and resolve.