How Tushy's CX Team Leverages Brij for Product Warranty and Education

TUSHY Modern Bidet is more than just a brand; it's a movement dedicated to revolutionizing the way personal hygiene is approached. Founded with a mission to promote clean bums and reduce global wastefulness, TUSHY offers a sleek and affordable alternative to traditional toilet paper. Their innovative bidet attachments transform ordinary toilets into eco-friendly marvels, cutting down on paper waste and water usage. Beyond products, TUSHY's vibrant team of "toilet crusaders" actively educates consumers about sustainable living and the environmental impact of their choices.

As TUSHY’s market expanded, they faced a growing need to better understand their diverse customer base and improve the product setup experience. Despite successful sales through various channels, TUSHY struggled to identify who their customers were and how to best support them. 

To address these challenges, TUSHY partnered with Brij to consolidate customer data across all platforms and streamline the setup process. They aimed for seamless integration with existing tools like Klaviyo to enhance data management and customer engagement. Brij’s platform aimed to provide deeper insights into customer behavior, ultimately elevating TUSHY’s customer engagement and satisfaction.

TUSHY's initial approach to QR code management was manual and labor-intensive, relying heavily on their marketing team to create and distribute individual QR codes for different purposes. Each campaign, product manual, and customer interaction required a unique code, leading to a fragmented and time-consuming process. Recognizing the inefficiencies, TUSHY sought a more streamlined solution that could automate and centralize their QR code operations.

Brij offered a comprehensive platform that not only simplified the creation of QR code experiences but also provided robust integration capabilities. With Brij, TUSHY could generate QR codes that were easily adaptable and could be redirected to different experiences without the need for constant updates. This flexibility was particularly beneficial for their marketing activations, such as the creative gallery exhibitions and city-wide sticker campaigns they ran in New York City.

Moreover, Brij's seamless integration with Klaviyo allowed TUSHY to harness valuable customer data, enhancing their ability to personalize interactions and improve engagement. The technical implementation involved mapping out the QR code journeys and ensuring that each scan provided a meaningful and cohesive experience for the user. By automating and consolidating these processes, Brij enabled TUSHY to focus on their core mission and innovate further in their customer interactions.

“It's like a one stop shop for all things TUSHY, or for that specific product, with the menus. I love it.”

- Ren, Senior Director of Customer Experience, TUSHY

The collaboration with Brij transformed TUSHY's approach to customer engagement and marketing. By redirecting old QR codes to Brij experiences, TUSHY could keep their content fresh and relevant without the need for reprinting or redistributing codes. This adaptability was showcased during their interactive events and public campaigns, where QR codes played a pivotal role in driving traffic and engagement.

TUSHY's use of QR codes expanded beyond product manuals and promotions; they became a tool for fostering deeper connections with their audience. The integration with Brij allowed for real-time updates and personalized customer journeys, significantly boosting engagement metrics and strengthening brand loyalty. For example, the QR codes in the photos are used to collect 1st party data from customers purchasing in TUSHY's offline channels (i.e. Amazon, Walmart, etc). They also provide detailed set up guides, all in one experience.

“...now I'm in this phase where I want to make sure everything is on Brij. So redirecting those old QR codes to new Brij experiences. We've also used it for activations, like gallery exhibitions.”

- Ren, Senior Director of Customer Experience, TUSHY

Looking ahead, TUSHY is excited about the continued possibilities that QR codes offer in enhancing their brand and customer experience. Companies like TUSHY can leverage QR codes to provide instant access to product information, facilitate seamless customer support, and even drive social media interactions. As technology evolves, the potential for QR codes to serve as bridges between the physical and digital worlds will only grow.