kenneth

Grad is refining the global wine-serving industry sustainably. They created a battery-driven wine cooler with a premium Danish design, patented technology, and the finest materials to enhance the wine experience. They reduce vast amounts of ice waste and the overall time and energy consumed to keep wine bottles at the correct temperature daily. Once the wine comes out of the refrigerator, the temperature is wrong. But not with Grad! They designed GRAD NO.1 to be the perfect transition from the wine refrigerator to serving.

### Why did Grad need a different after-sales experience?

*We are shipping our products worldwide, with a 50-page manual per product. We were devastated by the carbon emissions and needed to rethink our approach and deliver a premium experience to our customers. That's how it all started. We chose Layerise to become much more sustainable and reduce wastage.*

### Why Layerise?

*As mentioned in the beginning, we, of course, had the possibility of saving the planet from paper waste and reducing carbon emissions. We were also thrilled to be able to correct any errors in a heartbeat due to everything being digital. It saved us so much time going back and forth between fixing errors and reprinting our manuals. On top of that, Layerise offered an after-sales experience we haven't seen elsewhere, and our customers showed great interest when we demoed our after-sales experience to them.

What struck us was that creating a personal relationship with the customers is a massive advantage for our after-sales. It has also tapped directly into our refurbishing program, which we're very proud of. It allows our customers to reach back directly to us through the Layerise platform and get their products refurbished, building on our sustainability.*

### How would you describe your new after-sales solution?

*We have successfully reduced repetitive questions, and our customers contact us only when technical difficulty exists. It's super accessible for our customers, as they have all the information they need right in their pockets. We have drastically reduced the time spent answering questions for our customers by opening up the opportunity for self-service. We can use our time on proficient tasks and stay worry-free regarding repetitive questions. We are proud to be a part of a sustainable company like Layerise.

One of the moments where we're present is when the customers are about to use the wine cooler. By scanning the QR code on the product, they get expert help in setting the wine temperature to match any wine. Being present in those moments with our customers and providing them with a product expert has changed the product and customer experience for our customers. 
*

### Which results have been achieved?

*One of the biggest results is to have an after-sales experience matching our innovative and high-end product experience. Additionally, building a deeply personal experience with our customers has given us good product feedback and a foundation we can use to market and increase customer loyalty. When you have a business like ours, tracking customers and products can be tricky. Once they leave the building, we never get to see them again. However, Layerise dismissed our worries and made us effortlessly track them.*


Grad ApS

Kenneth Jakobsen

 We’ll never go back to not using Layerise

How a QR code took Grad's after-sales and sustainability to the next level

Tanner Coombs

Mysa Smart Thermostats is a Canada based smart thermostats company. They evolved from a basement into the hearts and homes of their cozy family of customers.

Their mission is to create a small change with a real impact. Mysa Smart Thermostats has successfully helped customers with savings and sustainability through their smart system.

They are passionate about keeping their customers comfortable at home while they work together to advance the global shift toward electrification. They are excited to keep creating smart tech that helps their family of customers make easy, future-focused home energy management choices.

We recently met Tanner Coombs, Head of Customer Experience at Mysa Smart Thermostats, to chat about how Layerise made a difference in their after-sales journey.

### Why did Mysa Smart Thermostats need a different after-sales experience?

*"We were intrigued by how user-friendly Layerise's interface was. You can add images, lists along with text to the help desk. By using Layerise we can make a huge change for our customers as Layerise supports keyword search for the articles. In Zendesk our customers had to type in the exact title to find a particular article. What really motivated us to choose Layerise was that we could integrate keywords into our articles and the smart system would help the article pop up with just the keywords. This makes it super easy for end customers to search for articles "*

### Why Layerise?

*"The whole look and feel of the product is amazing. The whole world is moving more mobile so the way mobile was handled is again commendable. I really like the way Layerise worked and the whole idea of having stories, media and articles like that."*

*"Layerise is a much more visual platform. It is valuable for us because normally the amount of assets it would take to go create that kind of content and to maintain it would not be worth it for us to invest in, whereas it is already done here by Layerise. We just have to utilise it. Layerise is super user-friendly. We don't need to know code to use it."*

*"The ability to integrate the chat that we are currently using into Layerise and the native chat function are an extra cherry on top."*

### How would you describe your new post-sales solution?

*"The main thing about our post-sales experience is the article search. Our moto is to make for a smooth customer experience. The ability to allow the customers to browse through the articles without having to know the exact title of the article is a boon. It just speeds up the process for the customer. It is also one of the main reasons we chose to migrate from Zendesk"*

Key Features:

- Installation videos
- Chat
- Articles
- Stories

### Which results have been achieved?

*"We have tested Layerise while using Zendesk and realised that Layerise offered the kind of features we were looking to incorporate into our after sales experience. We found that Layerise was offering many more features than Zendesk itself. Layerise is definitely way beyond when it comes to the search functionality. At Zendesk it was just a basic search, and you could create some articles."*


Mysa

The ability to search for an article with keywords instead of the exact title was the game changer for us.

 This motivated us extensively to choose Layerise.

How Mysa Smart Thermostats migrated from Zendesk to Layerise for a better after sales experience?

Alta Cycling Group is a US-based bike manufacturing company committed to constant innovation. Their cutting-edge technology has repeatedly proven that they provide the best experience for their customers.

They are known for manufacturing and distributing premium bicycles, bikes, and accessories. In addition, the company produces and sells mountain & road bikes, BMX cycles, and e-bikes for customers to make their rides smoother and an enriching experience.

We recently met Ben Leddusire, Warranty, and Technical Support Lead at Alta Cycling Group, to chat about how Layerise made a difference in their after-sales journey.

### Why did Alta Cycling Group need a different after-sales experience?

*"Bikes are complicated when building them, and a lot can go wrong. Alta Cycling Group needs to get the information into the customer's hands as easily as possible. We need this to ensure that building up a complicated product goes smoothly. That is the reason why we needed a different after-sales experience."*

### Why Layerise?

*"With Layerise, we achieve what we couldn't before. Our main thing is to help our customers understand how to build the cycle and get the instructions in front of the consumer. This was a bit tricky with the product manuals. We want to make that process a little smoother for them. So that we don't have problems down the road with the broken parts and that sort of thing. That's the main reason for using Layerise."*

*"Layerise has definitely been a preventative approach for us. We are trying to ensure that these products are built right from the beginning. So, our number one priority is that the riders are safe. Number two would be that the product holds together the way it should."*

*"In addition, we wanted to make the experience a little bit more innovative. We wanted to bring in a more modern approach to do this. We wanted to transform our customers' user experience. It went from just flipping through a product manual to having a video that is accessible anytime! This makes the user experience much more interactive."*

### How would you describe your new after-sales solution?

*"The main thing about our after-sales experience is the assembly videos. That's been our main challenge before. Layerise allows the customer to have a quick scan to get information about their bike, the specifications of the bike, the geometry, and the unique parts of that bike. It just speeds up the process of setting up the cycle and using it."*

Key Features:

- Assembly Videos
- FAQs
- Setup Videos and Guides
- Specifications
- Geometry

### Which results have been achieved?

*"The awesome thing about Layerise is that you can track the number of times a  QR code was scanned. We noticed that the product has been scanned a few times. That's amazing. Our customer support Team has seen a decrease in the flow of questions regarding the setup of the bikes and the parts. The customer finds it easier to get a question answered directly through our online assistant, rather than using the product manual, check the website, or even try calling us. Creating this opportunity for our customers is excellent."*


Alta Cycling Group

Ben Leddusire

 It went from just flipping through product manuals to having 

 This makes the user experience much more interactive

How does Alta Cycling Group use Layerise to speed up the process of assembling bikes through a quick scan?

Inspired by nature and driven by a passion for action sports, Nidecker has been cultivating excellence for five generations since its foundation in Rolle, Switzerland in 1887. Nidecker has received multiple prizes for excellence in innovation and manufacturing and is renowed for having developed ground-breaking technologies that empower sportsmen and women to glide effortless on snow and water.    

Tom Wilson-North, Marketing Manager at Nidecker, spoke with us recently about how Layerise has helped Nidecker present their latest innovation, the Supermatic, in a modern way. 

### Why did Nidecker need a different after-sales experience?  

*"Our Supermatic binding was really carefully designed – it’s a confluence of simple technologies operating together to provide our riders huge performance advantages. A snowboard binding which opens and closes by itself, and works with any boot. Simplicity and convenience is the result of all this complexity – so we needed a modern way to present the product. Also, we wanted it to work both before and after sales take place".*

### Why Layerise?

*"Layerise ticked all our boxes. We had the choice between similar solutions before we signed with Layerise. Layerise was the only one which brought together the joint benefits of a slick UI at front and back end, fast support if we needed it and a strong value proposition. We’ve found Layerise good to work with, we’re happy."*

### How was it to get started with Layerise? 

*"Really easy – we put a tracker in place together so we could follow the open issues closely, and Layerise were flexible in offering small and easy to develop a la carte solutions to respond to our use case. We like the personal relationship we have with Layerise, and it slots into our tech stack seamlessly."*

### How would you describe your new after-sales solution?

*"It’s an online version of the Supermatic instruction manual. Depending on the environment, we say it’s a Setup Guide, a Full Technical Recap… we haven’t landed on a name yet. But everyone agrees it’s useful."*

Supermatic will hit the stores this fall. You can already today access its  online Assistant [here](https://app.layerise.com/nidecker/supermatic1).   

Supermatic

Tom Wilson-North

How Layerise helped Nidecker present their latest innovation in a modern way

nils

Streamplify (a part of Pro Gamersware GmbH) is on a mission to inspire young individuals to share their passions and interests with the world. By providing quality yet affordable webcams, microphones, screens and much more, Streamplify gives aspiring streamers and content creators a way to get their feet off the ground without breaking the bank.  

Nils Klakow, Business Development & Brand Manager at Pro Gamerswear GmbH, spoke with us recently about how Layerise has helped Streamplify build an on-brand and inspiring after-sales experience. 

### Why did Streamplify need a different after-sales experience?  

In recent years, livestreaming has become increasingly popular among young individuals. Yet many assume it requires substantial experience with operating cameras, lights, and microphones to become successful with it and, hence, never get started.  

With the launch of a new series of plug and play products, Streamplify has completely removed this barrier for its customers. It only takes a few minutes to get set up; a swift experience which Streamplify wanted to keep as free of paper instructions as possible.

### Why Layerise?

*“Our typical customer creates and consumes up to several hours of video content every day on social media and livestreaming platforms. We were therefore pleased to learn that with Layerise, we could build a tailored video onboarding for each of our new products and, thereby, deliver great after-sales service to our customers in their preferred format."*

*"Layerise helped us place all our content in one place. With a combination that offers how-to videos, direct access to our dedicated Support Team, and the possibility of sharing the latest product content, content creators now have the confidence to take the first step into livestreaming."* 

*"By partnering with Layerise we’ve not only created a next level after-sales experience. We’ve also turned our after-sales experience into a key differentiating factor in the buyer’s decision process.”* 

### How was it to get started with Layerise? 

*“The Layerise Team has been very helpful and interested in our feedback. We’ve seen several new features come out since we onboarded; features that’ll help us analyze and connect with customers we’d otherwise lost touch with, since we primarily sell via retailers."* 

*"We’ve had several calls with the Layerise Team after our launch, in which they’ve presented ideas on how we can increase our double-digit conversion rate even further. They’ve proven themselves very committed to our success.”*

### How would you describe your new after-sales solution?

*“Easy to get started with for someone without livestreaming experience - just like our products. We plan to add more content over time and turn the virtual assistant into a community of inspiration for content creators.”* 

Key features: 

- Product registration
- FAQ
- Setup Videos and Guides
- Chat Support Team 

### Which results have been achieved? 

*“By making our after-sales experience match our products in quality and user-friendliness, we’ve gained a new competitive advantage. Everyone should be able to get started with livestreaming; that was our ambition for the new product series and Layerise’s technology has helped us achieve it."* 

*"As a result, we’ve seen great interest in our products across markets. Customers from all over the world register their products in our new app with ease. Now that we know where they’re based and which products they’ve bought, it has become much easier to reach them at the right time with the right product updates and offers.”*  

dkjdk

Nils Klakow

How Layerise helped Streamplify build a after-sales experience to inspire the young generation of live streamers & content creators

Megan Somloi

Aquaglide exists to get you on the water. Located close to the beautiful Deschutes River in Bend, Oregon (USA) and run by a team of watersport enthusiats, Aquaglide produce high-quality inflatable watercrafts - kayaks, paddleboards, and much more - for athletes as well as adventurers and families. 

Nature is at the core of everything Aquaglide does. Each product is designed to get you outside and enjoy our most precious resource: water. Aquaglide's own mission of sustainability is to continually improve its processes and products, in both large and small ways. 

Megan Somloi, Digital Marketing Strategist at Aquaglide, spoke with us recently about how Layerise has helped Aquaglide become more sustainable.

### Why did Aquaglide need a new after-sales solution?

*"Our after-sales experience didn't match the level of the product — it was pretty outdated and archaic. Owner's manuals were very long and convoluted. As a consequence, we were consistently getting repeated questions."* 

*"We wanted the experience to feel smooth from start to finish. Our customers should feel like they are being taken good care of and that we have put time, effort, and energy into everything. A big part of that is obviously the owner's manuals, the unboxing, the kayak, support, but also the information they need to get started."*   

### Why Layerise?

*"In our first meetings, everyone we spoke to was super attentive and super helpful. And you guys did a really good job of showing the tool and the capabilities and what it could do. And then if we had a question about capabilities, even if you couldn't do it right now, you were very much like "Okay, let's look into it. Let's see what we can do to make it work for your needs". I feel like that has continued through the past two months.”*

### How was it to get started with Layerise? 

*"It was easy and overall pretty intuitive. If not, then you were really quick to answer questions and support."* 

### How would you describe your new after-sales solution?

*"User-friendly and way more convenient for our customers, who enjoy being active on the water. With a QR code placed on the kayak itself, they have access to everything they need 24/7."* 

Key features: 

- Product registration
- FAQ
- Product feedback

### Which results have been achieved? 

*“I'd say the main thing is removing out printed manuals, which is huge. We have a lot of sustainability initiatives this year, and being able to not print 20 pages with every single kayak is huge. Not for cost, necessarily, but for lack of waste.”* 

By replacing the printed owner's manual with a digital experience, Aquaglide has reduced the amount of printed paper per kayak by 91%. This improvement has not only been felt in the Marketing Team. Megan continues: 

*"Our Customer Support Team has gotten less of the repeat inquiries that we've already answered in other places, which is huge since it makes the processes much easier. The consumer finds it easier to get a question answered directly through our online assistant, rather than having to go to the owner's manual and then go on our website and try potentially calling."* 

aquaglide

of sustainability initiatives this year, and 

How Layerise helped Aquaglide replace their printed user manuals and become more sustainable  

gisli

Dóttir Audio started as an idea between friends that popped up on a stroll around London, creating a headphone for World Class athletes that allows them to train freely without outside distraction. From there it has grown into something much bigger, not only a brand that creates headphones for athletes but a brand that supports female empowerment and equality. 

Co-founder and Brand Director at Dóttir, Gisli Gudmundsson, spoke with us recently about how Layerise has helped Dóttir build an empowering after-sales experience. 

### Why did Dóttir need a new after-sales solution? 

*“Our headphones were created out of a vision to empower female athletes to perform their absolute best. Empowerment as a value transcends everything we do and needs to be present throughout our customer journey, including our after-sales experience.* 

*As a young company in high growth, it’s also important for us to establish the best digital - and sustainable - practices from the start. Our new after-sales solution needed to be able to scale with us on our international journey.*  

*By investing in after-sales technology early on that not only lifts the product experience, but also helps us capture customer data and track behavior, we've laid the foundation to turn after-sales into an area of commercial growth.”*    

### Why Layerise? 

*“In our search for a after-sales tool that would help us achieve our goals, we found most of the solutions on the market rather disempowering: one-dimensional, disengaging and mainly focused on deflecting the customer's questions. But in Layerise, we found a partner that shares our high ambitions for after-sales.* 

*With Layerise’s looped videos we could offer our customers a more empowering start with their new headphones. Simple yet powerful and aesthetically pleasing video assistance; that’s what we were looking for - and found in Layerise’s technology. The platform is easy to use and offers many opportunities for customization, allowing you to create a fully on-brand experience.* 

*Functionalities and experience aside, Layerise’s smooth registration process also enables us to capture valuable customer data with a minimum of friction for our customers.”*  

### How was it to get started with Layerise? 

*“It’s been great! The Layerise team has been incredibly helpful and proactive from start to finish. It’s easy to get started and tailor your Product Assistant to match your brand look and feel.”*  

### How would you describe your new after-sales solution?

*“As a perfect extension of our headphones. With a QR code centrally placed inside the headphone case, help is always only a scan away. The looped instruction videos empower our customers to get started within minutes.* 

![dottir (1)](//images.ctfassets.net/scrf7o05zai3/2UXAy92uoc3LjCnbrqygLB/bbeb12cad3d6cfb5b472ca93c80132ae/dottir__1_.jpg)

*Customers who register their product can enjoy an even more personal and interactive experience - and become part of our growing communities on social media."*  

Key features: 

- Product registration
- FAQ
- Stories
- Reminders
- Social media
- Product feedback

### Which results have been achieved? 

*“I estimate Layerise has saved us 25-30,000 printed user manuals over the next two years. But more importantly, Layerise has helped us turn after-sales into a strategic area of growth for our business. By lifting our after-sales to a level that matches our values and ambitions, we’ve in return gained an even more engaged customer base. And, thanks to the smooth registration process, direct access to them through our enriched customer data.*

*It took us six weeks to build a new after-sales solution with Layerise so good that 25% of customers who engaged with it also registered their product - and 92% of those opted in for marketing. We are highly satisfied with the results so far and look forward to continuing the partnership with Layerise.”*


dottir cover

Gísli Guðmundsson 

How Layerise helped Dóttir build an empowering after-sales experience

Skærmbillede 2022-02-10 kl. 15.23.11

Drinkmate makes it fun to stay hydrated. Their carbonation beverage maker lets you carbonate any beverage quickly and easily, from water and juices to iced tea and much more. With their easy and effective online CO2 exchange, Drinkmate makes it easy and cost effective to hydrate healthy and eliminate single-use bottles and cans.

Kevin Young, Director of Operations, spoke with us recently about how Layerise has helped Drinkmate connect their customers with the most relevant product information, leading to a significant decrease in repetitive questions.  

### Why did Drinkmate need a new after-sales solution? 

*“Our customers want to get started with carbonating their favorite beverages as soon as they open the package; they don’t read the user manual first. As a consequence, our customer support teams spend a good amount of time helping customers with problems that could have been avoided if the customer had known how to use and maintain the product correctly. The solution wasn’t to improve our user manuals. Our customers order their beverage makers online and, hence, expect to find help online - that’s where we had to focus our efforts. But with customers in different markets, and slightly different processes for each market, we needed a after-sales solution that could effortlessly guide our customers to the help and information relevant to them specifically. A fast and frictionless way to get help - that was our vision.”*

### Why Layerise? 

*“We had a great impression of the Layerise team from the very first meeting. They were genuinely interested in getting to understand our situation, product and needs, which made us confident we’d found the right partner. Layerise’s platform is also very easy to use and highly customizable - it gives us the flexibility to build solutions tailored uniquely for our customers. It was also important for us that our customers would be able to easily navigate in the service hub - Layerise also ticked that box.”*

### How was it to get started with Layerise? 

*“We kicked off the project mid-October and had to be live before Black Friday, which left us with only five weeks to build and launch our new online service hub. Layerise gave us a thorough introduction to the platform and helped us select and set up the most valuable features and workflows for our customers. They have been a true joy to work with, from start to finish, and always remained positive and eager to help and challenge us to build an even better after-sales solution. Since we partnered with Layerise, we’ve seen our own feedback reflected in several new features as well as product upgrades, which proves that Layerise truly cares about improving their customers’ situation.”*

### How would you describe your new after-sales solution?

*“Our customers can now access an online service hub, in which they are carefully guided to the product information relevant to them. This personalized experience is possible because Layerise’s technology is not only highly customizable, but also uses data to automatically route the customer to the right place. By connecting the customer with the right product information from the start, the need to reach out to our customer support teams has dropped significantly.”*

Key features: 

- Product registration
- Customer live chat
- FAQ
- Reminders
- Social media
- Feedback

### Which results have been achieved? 

*“It took us five weeks to launch a new post-sales solution that has reduced the number of repetitive questions by 10%. We are very satisfied with the result so far, and expect to see the number go down even further as we continue to improve our new solution.*

*We've really enjoyed working with Layerise. Their team has been a joy to work with; they're always willing to take our feedback and suggestions and turn them into real updates. We look forward to continuing to grow our
business with Layerise as a key strategic partner.”*


iDrinkMate

Kevin Young

How Layerise helped Drinkmate give their customers the most optimal product introduction

Dominik Ruiz Morales

BikeYoke is a Germany-based manufacturer of unique components for mountain bikes. Best known for their extremely well-engineered yokes, BikeYoke empowers mountain bikers to perform their absolute best.

As an original equipment partner with several of the most trusted mountain bike brands such as Ibis, Specialized Bikes and Propain Bikes, BikeYoke has become synonymous with quality and reliability for many mountain bikers. 

We recently met Dominik Ruiz Morales, Brand Manager at BikeYoke, for a chat about how they’ve improved their post-sales journey. 

### Why did BikeYoke need a post-sales enablement tool?     

*"With dealers, service centers and customers located all over the world, we needed to become more digital. The old-fashioned way of printing, distributing and updating paper manuals for our customers - and installation manuals for the technicians - had become too time-consuming and expensive*.

*In addition to this, our direct sales to consumers has increased, which means we now receive a lot more emails from customers who need help installing their product. Rather than hire several people to answer these repetitive questions, we decided to invest in a more scalable and cost-effective solution*.     

*We began searching for a mobile-friendly alternative to our online PDF manuals. Our ambition was to provide the help our customers and service technicians needed right there in the palm of their hands - and in a much more user-friendly, relevant and engaging format. By investing in a technology that also allowed us to utilize customer data and feedback, we could become more efficient with our time and resources - not just in the after-sales approach, but overall as a company."*

### Why Layerise?      

*"While I wasn't too familiar with Layerise prior to the first meeting, it quickly became clear that Layerise was the right solution for us.*

*We considered other options, but ultimately chose Layerise because of the flexible, easy-to-use platform and opportunity to create looped how-to videos optimized for smartphones. Long, technical explanations in a user manual are easily misunderstood, but video is easy for everyone to understand.*

*User experience aside, it was equally important that we would be able to fully leverage the data collected through our new after-sales enablement tool.”*

### How was it to get started with Layerise?

*"I'm very satisfied with the help we've received from Layerise - from the kick-off meeting to our planned launch a few months later.* 

*As we began using the platform and exploring the features our dedicated customer success manager had recommended, we would occasionally reach out to Layerise with questions. They were all answered quickly and satisfyingly and some of our feedback has actually materialized into new product features.*

*I probably log into Layerise once or twice a week now - it’s a place I go to whenever I feel inspired to be creative.”* 

### How would you describe your new after-sales solution? 

*"Our customers now have direct access, via their smartphone, to an online service universe uniquely created for each bike component they've bought, in which they can find the answer to almost any question. No more browsing around to find the relevant user manual and scrolling through endless pages. It’s all right there now in the palm of their hand.*  

*We've turned the most tricky installation guides from the user manual into looped videos, which allows our customers to install the product at their own pace. This has made all the difference."*

Key features: 

- Stories
- FAQ
- Reminders 
- Install app

### Which results have been achieved? 

*"Several paper-heavy processes have already become digital thanks to Layerise and more will come in 2022. The annual cost savings on paper alone will probably reach 50,000 EUR.*  

*It's also been very satisfying to observe how well our customers have received the new after-sales experience. We've been able to track registered customers' journey through the platform and see what videos they've interacted with - and how rarely they've come back to ask questions after watching! Based on these new insights, we expect to see a 15-20% reduction in repetitive questions once Layerise has been launched across all platforms and customer groups.”*


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Several paper-heavy processes have already become 

How BikeYoke uses Layerise to offer their customers a mobile-friendly service universe

Coline Chavaroche

50 Rebels is a Portuguese manufacturer of electric bicycles. They produce as much as they can in Europe and are committed to being a European company from Portugal all the way up to Sweden. 50 Rebels pledged to support local suppliers and companies, by focusing  not only on ecological sustainability but also on social equity and economic viability. The company set out to make authentic 20x4 bicycles affordable for everyone and they have achieved it. 

Coline Chavaroche, Marketing and e-commerce specialist at 50 Rebels spoke with us recently to share her experience with Layerise and how we played a role in their marketing strategy, helped the company build its brand, and saved time across its value chain.  

### What opportunities have been reported, and what business metrics have improved since working with Layerise?

*"Choosing Layerise was a part of our marketing strategy. The platform gives us an option to promote our brand, for instance, when our customers register, they get perks, personal offers, discounts, extended warranties, and other benefits. It is just an exemplary way to connect and interact with our customers and by making such perks available to them, we can see their increased satisfaction and willingness to “spread the word”. Thus, even a small change in the number of registrations results in an exponentially larger number of customers wanting to get on board with us."* 

*"Layerise is a genuinely safe space you really want for your customers! Our customers can now easily reach out for help and have a place where they can interact with high-quality content. Moreover, we could implement our own sites, colors, or graphic charts to make the platform as personalized as possible and thus, perfectly matching with our website and other platforms. Lastly, being an eco-friendly company, we always seek companies that are sustainable and conscious about what they do and produce. Therefore, using Layerise’s platform really aligned with our mission and values."*  

### What goals have been set and achieved since using Layerise's platform?

*"The main goal since we started using Layerise’s platform was to ensure all of our customers register on the platform and get them well adjusted so they could easily register their bikes, get follow-ups, warranties, etc. In simple terms, to make their after-sale customer’s journey as smooth as possible. To decrease the number of questions and consequently increase efficiency and save time for our customers as well as of our customer support team."* 

*"So far we have experienced tremendous outcomes as most of our customers registered in the application. What’s more, the tool seems to be very intuitive, easy to use, understand and navigate, and complete enough, as the number of questions asked has decreased exponentially. The platform is very straightforward and people do not lose themselves in the process as it is fairly easy for them. Besides saving time, this tool has also given us the option of being able to plan everything in advance and constantly improve by updating the tool with the latest features. This is very exciting for the future as we can always take things further and never stop progressing."* 

### Did Layerise customer service provide the help and support you needed?

*"Layerise being a high-expertise company was a real game-changer for us, especially when building the tool for the first time. If I had any questions, the support team just replied to me immediately and if needed, even came up with suggestions on how to improve. Moreover, if there was any technical issue, they just run an update and fix the problem in no time, which is very important in the world we are working in at the moment. We also had follow-up meetings every week, which only showed how much Layerise is committed to patient and attentive guidance encouragement through the whole process." * 

### Why Layerise?
- Building the brand and part of the marketing strategy
- Aligned sustainability values
- Extraordinary customer support
- Creating the most interactive, effective and time efficient after-sales platform for customers

> Layerise has become an internal part of our marketing strategy while being the ultimate tool for never-ending after-sales success at the same time.

Coline Chavaroche, Marketing and e-commerce specialist at 50 Rebels.


R2020-04867 2 1 1 1600x

Layerise has become an internal part of our 

How 50 Rebels built its brand and saved time across its value chain

Aguardio is an easy-to-use solution that helps people live more sustainably by reducing the amount of water and energy they use in the shower. It focuses on saving water with its two products. Firstly, a water-saving product that nudges the user to change their shower habits, essentially a shower timer that is placed inside the shower cabin. 

The other type of product is a leak sensor that is installed with a clamp-on solution fixed with strips to the toilet water inlet. It is capable of detecting leaks as little as five liters of water an hour, not even visible in the toilet pan. Over a month-long period, a leak can end up wasting around 283 m3 of clean water and almost 15,000 DKK. Malene Paxton, the Personal Assistant at Aguardio, spoke with us recently to share her experience with Layerise and how we helped the company save not only more resources but also time.

### What results Aguardio achieved when using Layerise?

*“We believe that the Layerise Assistant helps us not to get overwhelmed with repetitive questions from our customers, as all questions and answers are automatically entered into Layerise and shared with our customers. Moreover, in the case we get a new question that is not covered, Layerise allows me to instantly update our documentation. This means that when I update our Q&A section, it is online immediately. As a result of this, we do not have to waste time on reprinting all the older manuals with the already produced products.”*

*“Being a company that focuses on improving the environment, it is absolutely essential for us to have a solution for a user manual that is also eco-friendly and doesn’t waste natural resources. Our product is relatively small, it is much more convenient to have only a tiny slip of paper with a QR code that fits right in the box.“*

### What has exceeded the expectations since working with Layerise?

*“I expected to be introduced to a program that has a user manual but I didn’t expect to meet such devoted customer service. This means that the Layerise team does not only show me how things work, but they have been giving me smart suggestions and constructive feedback everytime. It is simply remarkable how easy it is to reach the Layerise team. I never had to wait for a solution.”*

### Why Layerise?
- Eco-friendly solutions
- Cost-effective and time-effective tool
- Unconditional commitment to giving the highest level of product and service regardless of the circumstances

> When I think about Layerise, I think about exceptional customer service and something that is very present and saves resources that protect environment.

Malene Paxton, Personal Assistant at Aguardio.


Aguardio

Malene Paxton

When I think about Layerise, I think about 

How Aguardio found a way to give their customers unprecedented after-sales service

judi

Chad-O-Chef - Lifestyle Products started manufacturing quality stainless steel products in 1983. Ever since the beginning, the company has paid special attention to its customers’ needs and fine-tuned its gas grills for the South African market. For over 35 years, they have strived to bring South Africans quality gas products ranging from high-grade stainless steel gas grills and kitchen extractor systems to flueless gas fireplaces adding flair to any entertainment area. Judi Hazel, the Marketing Coordinator at Chad-O-Chef Lifestyle products, spoke with us recently to share her experience with Layerise and how we helped the company efficiently engage with its customers.

### What were the pre-Layerise challenges?

*"Improficiencies regarding communication with the customer and capturing  after-sale insights. We had been missing a proper tool to interact with customers and get a genuine understanding of their after-sales experience. We wanted to find ways to acquire these insights."*

*"Time-inefficiency regarding connecting and tracking customers’ information. As Chad-O-Chef primarily relies on third-party retail sales channels, capturing and keeping track of customers’ information has been very difficult and time-demanding."*

### How Layerise helped overcome these challenges?

*"Layerise has helped us see our areas for improvement with after-sales activity. Layerise provides our customers with a platform, where coherent and well-structured interaction is possible. Customers can communicate with us directly, and we can share service locations or provide self-service educational videos."*

*"Maximization of time spent on tracking end-users and collecting customers’ information. The biggest advantage of Layerise’s products has been connecting customers’ information efficiently and finding out who these end-users are quickly and efficiently, which means we are saving a lot of time."*

### Why Layerise?
- Very easy to use even for someone that lacks advanced technical skills
- Support services exceeded our expectations. The Layerise team always provides the right kind of support and the communication is always very clear and effective. we are staying on top of emerging new features and updates.
- Sustainable business model.

> Layerise has become an irreplaceable tool that has helped us to “keep a finger on the pulse” of what happens after the sale by creating an interactive customer-driven platform. We believe we are truly making a difference for our customers. 

Judi Hazel, the Marketing Coordinator at Chad-O-Chef Lifestyle products.


chad-o-chef hero

Judi Hazel

 of what happens after the sale by creating an 

How Chad-O-Chef uses Layerise to ensure their customers have the best product experience possible

julie

With the electric bike MATE X, MATE has defined new crowdfunding boundaries by becoming the most successful campaign ever on Indiegogo. With 17 days left of the campaign the team out of Copenhagen, Denmark has raised more than $15.6 million and more than $21 million in total between its two campaigns (model X and S/CITY). As the company aims to push the frontier of eBikes and sustainable transport, MATE has partnered with Layerise to provide a rich, digital and customer-focused product experience throughout the customer product journey.

Since the inception of the company, MATE has relied on printed (in-packaging) product instructions, maintenance tips, troubleshooting guidelines and much more. However, as the company's eBike offering is maturing and new models are brought to the market, the printed format is becoming increasingly more unreliable to convey the product guidelines in an efficient way, and at the same time falls short of the digital presence expected by the ever more digital-focused customer.

![mate new manual](//images.ctfassets.net/scrf7o05zai3/YoTmFKvVdaSznTXH7t94p/a6e96553a2a3cf559f66c12866daabdd/mate_new_manual.jpg?w=1200&q=80)

Over the last 3 months, we have together with MATE discussed and planned how our Layerise platform can help them map and execute a digital product onboarding strategy that provides customer value throughout the full product life cycle. In more detail, MATE was looking to establish a digital experience that could push the experience beyond the limits of the conventional digital PDF manual. The company set out an execution plan that included the following objectives: 

- Provide a digital product assistant with the aim of rich product onboarding and after-sales experience
- Focus on providing information and guides with the use of rich media material
- Establish a clear and customer-friendly way to access the digital assistant
- Allow customers to easily and efficiently register their purchased bike for support and other benefits
- Build a content strategy that aims to provide valuable product information and allows easy content update and revision
- Form a solution that informs customers about product changes, updates and maintenance through omni notifications
- Cut down on all unnecessary use of paper and print. Seek environmentally friendly solutions by providing equivalent digital offerings

To achieve the above, MATE has decided to completely review their owner's manual. While customers who already own a MATE bike will get access to the digital assistant through newsletters and other communication channels, all new MATE customers will receive an updated packaging and slimmed down physical owner's manual with a clear and prominent guide with information on how to access the digital assistant. As shown in the image above, the new owner's manual will focus on informing the customer about the assistants' availability already on the front page. Moreover, the image of the packaging below illustrates the commitment on guiding customers to gain access to the assistant already before unboxing the bike. This ability allows MATE to establish even more unique experiences with the focus on the customer and their complete product journey. 

![MATE X box](//images.ctfassets.net/scrf7o05zai3/4nZwll81hBiRsUf7mc5kUV/c81bb3e165f7f6731880d84db60287d9/mate_box.jpg?w=1200&q=80)

Finally, the digital assistant will be available for all MATE customers end of March. However, already this month MATE is sending out limited access to already existing customers. Layerise is looking forward to empowering MATE and their customers with digital solutions that will improve the product experience and overall customer satisfaction. 

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