iOS & Android Live Chat Help Center

Bulova

Transforming Customer Support Into a Seamless In-App Experience

After we built their watch registration platform, Bulova needed to solve a critical customer experience challenge: their support experience was fragmented across email, phone, and outdated web forms. Customers couldn't get help where they needed it most - inside the app.

The Challenge

Bulova's customer support faced several key obstacles:

Customers had to leave the app to contact support, creating friction and abandoned support requests
No self-service knowledge base meant common questions flooded the support team
Support agents lacked context about customer watches and registration history
No way to proactively communicate important product updates, recalls, or service reminders

The solution needed to seamlessly integrate with their existing registration platform while reducing support costs and improving customer satisfaction.

What We Built

We developed a comprehensive in-app support system that brings customer service directly into the mobile experience, with context-aware help and real-time assistance.

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Smart Help Center

Contextual Self-Service

• Product-specific help articles based on registered watches
• Searchable knowledge base with categories and tags
• Video tutorials and interactive guides
• Automatically suggested articles based on user behavior

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In-App Live Chat

Real-Time Support

• Native chat interface with typing indicators and read receipts
• Photo sharing for product issues or serial numbers
• Support agent access to customer watch history
• Persistent conversation history across sessions

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Proactive Messaging

Smart Notifications

• Automated service reminders based on watch age
• Product recall and safety notifications
• New feature announcements and tips
• Personalized care recommendations

The Result

The in-app support system dramatically improved customer satisfaction while reducing the burden on Bulova's support team.

From Fragmented to Seamless Support

Before

• Support scattered across channels
• High volume of repetitive inquiries
• Customers leaving app for help
• No proactive communication

After

• Unified in-app support experience
• Self-service deflecting common issues
• Context-aware assistance
• Proactive customer engagement

Impact

Support Ticket Reduction: 40% decrease in support tickets through self-service help articles
Faster Resolution Times: Average support resolution time cut in half with context-aware chat
Higher Satisfaction Scores: Customer satisfaction ratings improved by 35% post-launch
Increased Engagement: 3x more customers accessing help resources compared to web-based system
Seamless Integration: Zero disruption to existing registration platform and user experience

The result? Bulova now provides premium support that matches their premium products - turning customer service from a cost center into a brand differentiator.

Need to improve your customer support experience?

Let's discuss how we can build a seamless support solution for your brand.

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