Jabra Enhance Select app serves as a core touchpoint for users managing their hearing aid devices. However, we discovered a massive operational bottleneck: Customers didn’t know what accessories were available or where to get them, and were confused about how and when to order essential supplies.

While a tiny fraction self-served online, the vast majority waited until they had completely run out of essential items and then called our CX team. The issue was formally raised by the Director of Care and Operations during an app alignment meeting. Our CX team was manually fulfilling many daily calls just to order basic supplies.

This friction led to a high volume of repetitive manual tasks for the CX team. The current model was expensive, highly inefficient, and completely unscalable for the business.