The Team:

Shivani and Hamza worked together at SpaceX on the Starlink Software team.

Shivani:
Shivani was the first software engineer on the Starlink customer support team. She built all the AI support software tooling from scratch as a solo-engineer. She built the Starlink app/web chatbots, an AI copilot for internal teams and support agents, a telemetry enabled root causing system, and much more! She helped take AI automation at Starlink from 0 to 70%.

Hamza:
Hamza built internal tooling to manage Starlink’s multi-billion dollar ecommerce flow and solved global customer issues. He built the internal localization framework, payments infrastructure, SEO, content management, and much more

The Problem:

For hardware products, post-sales support is more than just replying to emails and working tickets. 50-80% of customer issues are tightly coupled with what is happening on devices. Resolutions require in person service, warranty checks, returns & replacements (RMAs), video calls, and root-causing defective hardware.

At SpaceX, we evaluated over 20 customer support companies and ended up needing to build our own. When talking to other hardware companies, we found every hardware company faces the same problem.

1. Support agents aren’t technical enough to troubleshoot. Companies have to provide extensive training to prevent escalations to software / hardware teams
2. Legacy support software like Zendesk / Intercom are built for b2b SAAS. Hardware companies are forced to build software tools from scratch

The Solution:

Telemetron: End-To-End Support Platform for Hardware Companies. We handle product support, troubleshooting, field service management, and more.

https://youtu.be/817uAVqoOWY

Internal Agent Copilot:
Integrations to connect your AI agent to your device telemetry, 3PL systems, ecommerce flows, and everything else needed to run a hardware company post-sales. Our agents are built to process and debug complex hardware data and docs.

Modern, Hardware-Friendly Customer Help Center + Chat:
Help Center and AI Chatbot that’s built for hardware. AI Agents that understand firmware revisions, product manuals, design docs. Easy to add pictures and videos for setup guides, troubleshooting docs, and product manuals

And so much more!

• Field Service Management: Software tools for technicians providing in person support for hardware devices
• Warranty Eligibility and Management software
• RMA Eligibility and Management
• Hardware evaluations Post-RMA
• Omni-channel support (phone, email, text with i-Message, video calls)

Let's Talk!!

If you’re building hardware products, let’s talk! Feel free to book a demo here

If you have hardware products you love, but the customer support sucks, tell us about it founders@telemetron.ai

https://youtu.be/9Om9a2DVN6Q