Care and Maintenance 

Turn maintenance moments into brand loyalty opportunities

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Is product neglect cutting your customer relationships short?

BluStream PX transforms maintenance from an afterthought into an engaging experience with Polly, your product’s AI Advisor, delivering personalized care reminders and instructions. 

  • Every product needs care
    Even premium products fail when proper care is overlooked, shortening product life and eroding customer relationships.
  • Stay ahead of problems
    A study by Consumer Reports found that 55% of product returns are due to poor maintenance rather than actual defects, costing manufacturers over $100 billion annually in preventable warranty claims.
  • How do I...?
    Customers get clear guidance at the right time—not pages buried in a manual.
  • Share knowledge and tips
    Transform maintenance from a chore into simple, actionable conversations that keep products performing at their best.
BluStream PX customers

92%+

Platform connection rate

30%

Higher retention

-30%

Decreased support costs

2x

Growth in LTV

Build confidence and extend product life with BluStream PX and Polly

Helpful care reminders that build relationships

According to Harvard Business Review, companies that implement proactive care and support communication programs see a 42% reduction in service costs and report 18% higher customer satisfaction scores. Polly makes this level of personalized care scalable. 

  • Tracks individual product usage patterns to determine optimal timing for care reminders—whether it's string changes, cleaning methods, or seasonal maintenance.
  • Delivering perfectly timed guidance, to ensure products remain in peak condition throughout their lifecycle.

 

Personalized care instructions

Different usage demands different care. Polly tailors maintenance instructions based on how each customer actually uses your product, delivering guidance that reflects real-world conditions. 

  • Help customers understand not just what maintenance to perform, but why it matters to product performance.
  • Deliver seasonal guidance that anticipates environmental factors affecting product performance.
  • Build confidence and loyalty with care instructions matched to their skill level and usage patterns.

 

Proactive problem prevention with Polly 

Identify and address issues before they cause product failure. BluStream PX Analytics give you real-time insights into valuable usage data so you can: 

  •  Pinpoint issues early so Polly can jump in to help.
  •  Easily modify or add journeys so Polly delivers guidance or tips that help customers resolve minor problems before they escalate.
  •  Reduce support costs while building customer confidence.

 

"We saw an immediate return on investment with BluStream, and expect a 10x return this year. The power of BluStream PX was felt within three months, with both significant increases in revenue and increased satisfaction from our renters."

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Owner, Bertrand's Music Jeff Bertrand

How it works

At the heart of BluStreamPX® is our patent-pending technology that powers Polly—proven to increase engagement. 

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AI-Driven Journey Design

Polly combines billions of post-purchase data points with your product knowledge to design highly personalized journeys—guiding customers every step of the way, from first purchase to loyal advocate.

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PX AI Engine

Our patent-pending PXAI Engine powers everything Polly does—analyzing customer preferences and product knowledge so every conversation is perfectly timed and personalized.

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Data that drives engagement

Every customer is different. Polly uses zero-party data from real conversations—combined with product knowledge, behavior patterns, and skill level—to deliver journeys that are truly unique to each customer.

customer-insights

Customer insights that drive your business

Forget surveys and focus groups. Polly surfaces actionable insights from every conversation—from early product issues to what's driving customers to buy again.

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Smarter over time

Polly learns from every interaction—adjusting her conversations based on how customers respond. The more she engages, the smarter she gets.

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Channel of choice

Polly meets your customers where they are—SMS, WhatsApp, WebChat, or email. She delivers the right conversation on the right channel based on each customer's preferences.

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Frequently asked questions

Can’t find what you need? We’re happy to help, just send us a message.

Why is ongoing care and maintenance important for retention?

Products that are properly cared for last longer and keep customers satisfied. Without proactive care guidance—whether it's keeping vitamins out of sunlight or maintaining a bike's performance—customers experience declining results, blame the product, and eventually abandon it. Polly's timely care guidance keeps customers engaged and products delivering consistent value. 

How does Polly know when to send care and maintenance reminders?

Polly uses time-based triggers and usage patterns to deliver care guidance at the right moments. For supplements, she might remind customers about proper storage after purchase. For durable goods, she sends cleaning tips when buildup typically occurs or maintenance reminders based on usage cycles. 

What types of care and maintenance does Polly help with?

Polly guides customers from simple to complex care needs: storage guidance (keep vitamins cool, store bikes indoors), routine cleaning and maintenance, usage reminders for consistency, part replacement or replenishment timing, and troubleshooting minor performance issues. Each conversation is specific to the products customers own—whether that's a $30 vitamin bottle or a $3,000 bike. 

How does this reduce "the product stopped working" complaints?

Many performance issues aren't defects—they're care needs. Vitamins stored incorrectly may degrade, a blender that seems "broken" often just needs cleaning, or skincare that "stopped working" needs consistent application. Polly prevents these frustrations by proactively guiding customers through care before problems arise, transforming potential complaints into successful product relationships.

Can Polly remind customers about replacement parts or consumables?

Yes. Polly tracks usage and replacement cycles—from simple replenishment (time to reorder your vitamins) to part replacement (your filter needs changing). These helpful reminders based on typical usage patterns create natural cross-sell opportunities while ensuring customers maintain optimal product performance.

What care and maintenance content should we provide to Polly?

Upload to Polly's Vault: storage instructions, usage guidance, cleaning instructions, maintenance schedules (if applicable), part replacement guides, and product do's and don'ts. Content needs vary dramatically by product type—from a single storage tip for supplements to comprehensive maintenance guides for equipment.

How is this different from sending reminder emails?

Email reminders are one-way broadcasts on fixed schedules. Polly's care guidance is conversational and adaptive—customers can ask follow-up questions ("Can I keep vitamins in the bathroom?"), and Polly adjusts future timing based on their responses. It's dynamic support, not static reminders.

Ready to transform your product experience?

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