How Brij Helps Customer Success Teams Educate, Onboard, and Protect Brand Reputation

Introduction

For years, post-purchase experiences have existed in a gray area, somewhere between marketing, support, and customer success. Once a customer buys, brands often lose visibility, context, and momentum at the exact moment it matters most.

Customer Success leaders know this problem well. Education resources exist, onboarding content exists, and support documentation exists, but they’re scattered, disconnected, and difficult for customers to find when they actually need them.

Brij changes that.

By extending the customer journey well beyond the shelf, Brij gives Customer Success teams a centralized, scalable way to educate customers, guide onboarding, and proactively reduce friction – without adding complexity or engineering dependency.

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Solving Core Customer Success Challenges at Scale

Brij is designed to address the systemic challenges Customer Success teams face every day:

• Educating customers across multiple products and SKUs
  
• Centralizing scattered educational resources
  
• Making content intuitive and easy to access
  
• Capturing first-party data post-purchase
  
• Gathering ongoing customer feedback without friction 

Brij supports Customer Success teams across industries by meeting customers at critical post-purchase moments, whether that’s education, registration, or ongoing engagement.

Babiators uses Brij to simplify warranty registration through QR codes, removing friction from a traditionally clunky process and reducing customer support issues tied to incomplete or incorrect submissions.

Skullcandy uses Brij to offer interactive product education, such as usage guides, videos, and product feature overviews to help customers get the most out of their Skullcandy gear.

Feastables uses Brij at massive scale to connect offline customers to digital experiences, capturing first-party data and extending engagement long after products leave the shelf.

Instead of relying on engineering resources for custom builds, Brij’s no-code, customizable platform allows teams to create, update, and optimize customer education journeys independently.

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Extending the Customer Journey After Purchase

Customer success doesn’t start with a ticket, and the customer journey certainly doesn’t end at checkout.

Brij enables brands to stay connected to customers the moment a product enters their hands. With a single QR code scan or link click, customers are instantly brought into a branded digital experience designed to support real-world product usage.

This “beyond the shelf” approach ensures customers aren’t left guessing how to use, register, or get value from their purchase. Instead, they’re met with clear guidance, relevant education, and next steps – all in one place.

For Customer Success teams, this means fewer reactive issues and more proactive engagement.

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The Customer Support Landing Page, Reimagined

At the core of Brij’s value for Customer Success teams is the customer support landing page.

Brij allows brands to create dynamic, product-specific destinations that include:

• Product usage education (videos, step-by-step content)
  
• Manuals, how-to guides, and documentation
  
• Product registration flows and warranty information
  
• Tips, best practices, and FAQs tailored to the product
  

Instead of sending customers to generic help centers or asking them to search across multiple tools, Brij centralizes everything into a single, intuitive experience.

The result: faster comprehension, higher confidence, and fewer support escalations.

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Powering the Onboarding Journey

Once an order ships, brands should not celebrate the sale and move on. 

Depending on the product, onboarding isn’t necessarily something every customer expects, but that extra step makes all the difference for long-term customer satisfaction, retention, and positive reviews. 

Customer Success teams can use Brij as an extension of the onboarding journey, continuing education long after the transaction is complete. Through Brij-powered experiences, brands can:

• Introduce customers to product features over time and update them as features change
  
• Share usage tips and best practices via videos or quick instructions
  
• Send updates, reminders, or refill prompts so customers don’t have to track it themselves
  
• Reinforce value through ongoing education, offering new ideas or tutorials
  

This creates a guided post-purchase experience that supports long-term satisfaction, not just initial setup.

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Replacing Paper Manuals with a Better Experience

Paper manuals are expensive, outdated, and easy to lose.

Brij replaces static documentation with a digital-first experience that’s instantly accessible. Customers no longer need to search for instructions or navigate complex support portals. Everything they need is available in the moment via a QR code scan or a link click.

For Customer Success teams, this means:

• Higher adoption of educational content
  
• Fewer “how do I use this?” inquiries
  
• A more modern, customer-friendly experience
  

And for customers, it means help is always one step away.

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Protecting Brand Reputation by Reducing Friction 

Many negative reviews don’t stem from bad products; they stem from confusion.

When customers can’t find instructions, don’t understand setup, or miss key usage details, frustration builds quickly. Brij helps brands address this proactively by delivering the right content at the right time.

By educating customers early and consistently, Customer Success teams can:

• Reduce misuse-related complaints
  
• Address common issues before they escalate
  
• Improve overall satisfaction and sentiment
  

This directly impacts brand reputation, review quality, and long-term customer acquisition costs.

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Real-World Impact: How TUSHY Uses Brij to Educate Customers and Capture Data

TUSHY faced two core challenges: limited visibility into who buys their products across channels, and a fragmented QR code process that made delivering setup guides and product information cumbersome. 

To solve this, TUSHY partnered with Brij to centralize QR code experiences and streamline how customers access product education and support. With Brij, they replaced scattered manual codes with dynamic, redirectable experiences that link to step-by-step setup guides, educational content, and registration – all accessible with a single scan. 

This also integrated seamlessly with tools like Klaviyo, unlocking richer first-party customer data behind every interaction.

The results have been transformational for TUSHY’s Customer Success approach. By redirecting old codes to Brij, TUSHY keeps content fresh without reprinting or redistributing materials, reducing operational friction and enabling real-time updates. 

These Brij experiences have driven over 200,000 total engagements, with a 33% scan-to-email capture rate, helping TUSHY identify customers who previously would have remained anonymous after retail purchases. They’ve also used these experiences in creative activations and offline campaigns, using QR codes to both educate customers and foster deeper brand engagement. This unified digital experience strengthens loyalty, enhances customer satisfaction, and gives Customer Success teams visibility and data they didn’t have before.

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Read the full case study to see Brij in action.

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Customer Success Starts Where the Product Lives

Customer Success leaders don’t just manage relationships; they shape experiences.

Brij gives Customer Success teams the tools to stay connected, educate customers in context, and proactively protect brand reputation. By extending engagement and making it simple, Brij turns every product into a touchpoint for success.

Learn how Brij helps Customer Success teams turn products into ongoing engagement experiences here.