Customer Story Highlights

As individuals live longer, maintaining cognitive health becomes a critical part of ongoing wellness. However, Mylea Charvat, Ph.D realized that measuring cognitive health is not a part of a routine healthcare checkup and can be cost prohibitive for many patients. Mylea created Savonix as an accessible and convenient alternative to previously costly and time-consuming cognitive assessments.

Savonix is a business to business to consumer (B2B2C) model meaning they sell to healthcare-focused companies, but the real end users are patients and others interested in maintaining and improving their brain health. This means they’re one step removed from end users and reaching them directly to provide support can be challenging. At the time, Savonix lacked a support solution yet needed a way to ensure its rapidly growing user base felt confident in the tool and understood the technology and approach.

Prior to Zendesk, Savonix looked for a scalable solution that would enable the team to directly support not only its customers but also the thousands of end users. Specifically, they wanted to ensure users were able to access the information quickly, directly, and without placing a burden on providers or organizations. Therefore, Savonix selected Zendesk’s Guide help center product to ensure quick, convenient, and useful self-service support for their end users.

Guide is an extremely customizable platform allowing companies to tailor the solution to meet their specific needs. However, when time is of the essence, full customization and integration require deep Zendesk knowledge and experience creating useful and intuitive help centers.

Envoy stepped in to provide this expertise and help Savonix create a thorough and customized help center in record time. Together, Envoy and Savonix crafted a custom branded experience that seamlessly guides end users to the right content at the right time, including a dynamic content engine that delivers information in simplified Chinese and Japanese.

With Envoy, Savonix erected its first comprehensive help center in a third of the time it would have taken without an expert implementation partner.

With rapid growth and a unique business model, maintaining and improving great customer experiences for both providers and patients while also curating useful self-service content can be a daunting task. Envoy’s help in creating the foundation for a scalable and intuitive help center enabled Savonix to focus on developing the library of content to meet a growing product and user base.

Since implementation, Zendesk and Envoy together have empowered Savonix to deliver a personalized self-service experience. This will support Savonix’s growth while ensuring end-users are fully confident in the scientific and technical aspects of this cognitive assessment platform.