The soaring popularity of e-bikes and scooters brings a new challenge to companies providing them - more wearing parts and electronics means more effort in servicing and maintenance of vehicles. It’s especially challenging for direct-to-consumer brands, which may lack an extensive network of servicing partners.

Providing world-class support to your customers requires a multitude of key factors working together seamlessly - being fast enough, having enough resources and components, figuring out the logistics, and having good communication with the customer.

Furthermore, as the competition in the e-bike industry increases, after-sales servicing is a crucial way to stand out and cultivate riders’ loyalty.

We’ve put together an overview of how vehicle connectivity can be a real game-changer for e-bike brands’ customer service, increasing the efficiency of support teams and delivering unparalleled customer experience.

E-bike maintenance made easy with vehicle connectivity

E-bike connectivity enables gathering vehicle and ride data remotely and using a rider app for seamless communication. Here are a few ways your customer support team can leverage vehicle connectivity to their benefit.

1. Staying one step ahead with predictive maintenance

Picture a world where you can anticipate your customers' needs even before they reach out for help. By analyzing the data collected from e-bikes equipped with connectivity (distance traveled, battery state of charge, etc), customer support teams can predict when maintenance will be required and proactively offer solutions to customers. Predictive maintenance can reduce downtime and improve the overall customer experience. The best issue is the issue that never happened, right?

The currently recommended maintenance interval for e-bikes is 6 months or roughly 1500 km-s. By tracking the total distance traveled, it’s possible to set up automated reminders for riders to go and get their regular e-bike check up done.

Predictive maintenance is already implemented in the industrial and automotive sectors, having reduced equipment maintenance costs by 10% to 40% and halved the number of breakdowns. It can easily be implemented in the e-bike industry as well.

2. Smooth communication via a Companion App

Developing user-friendly mobile applications that connect to the IoT-equipped e-bikes enables riders to access essential information, receive real-time updates, and seek assistance with ease. This seamless connectivity fosters a stronger bond between the customer and the brand.

3. Remote diagnostics and monitoring

IoT-enabled e-bikes can transmit data on their status, including battery life, speed, location, and more, to your central system. This allows customer support teams to remotely diagnose issues and offer solutions in real time, reducing the need for the customer to bring their bike into physical servicing.

4. Over-the-air updates

Updates to the e-bike’s firmware or electronic components can be launched over the air, ensuring your e-bikes stay current and efficient without the hassle of customer visits.

5. Personalized recommendations

Your customers are unique, and so are their preferences. IoT-enabled e-bikes can collect data on customers' usage patterns and preferences. Customer support teams can use this data to offer personalized recommendations on accessories, upgrades, and maintenance schedules, which can improve customer satisfaction.

6. Real-time feedback for peace of mind

Safety is at the core of every e-bike rider's experience. Provide real-time feedback, including alerts for low battery and speed limits, ensuring your customers ride with confidence and stay safe.

7. Self-service

In-app FAQ, intuitive manuals, predictive maintenance notifications, and data-based diagnostics enable riders to practically service their own bikes. It's all about enhancing user experience and building trust. A good example of this is Canyon, which recently launched an app that includes a Digital Garage with a thorough manual on how to set up and maintain the Canyon e-bike.

To conclude, IoT technology can greatly enhance e-bike brand customer support by providing real-time data and insights, allowing for proactive maintenance, and improving the overall customer experience.