A Message from Our VP of Customer Experience

A Message from Our VP of Customer Experience

The Weekly Squeeze

As we enter our 14th year, Juiced Bikes is looking forward to continuing to provide the industry's best service and support. We have made tremendous progress in our efforts to ensure every Juiced customer, and future customer, is supported at every stage of their buying and riding journey. Tracy Watson, our VP of Customer Experience, has an important message to share below.

Tracy joined the Juiced Team back in 2020 during the surge in demand for e-bikes due to COVID. Like so many other Customer Service Teams, we were stretched very thin and did not meet our standards of providing excellent customer service and support to our community. It was an incredibly challenging time and we’re happy to report that Tracy has made great improvements over the past 18 months to strengthen our Customer Support Team.

In 2022, we tripled the size of our California-based Support Team and have more plans to grow this year. These team members receive extensive onboarding and e-bike training, including weekly product and professional development coursework. We’re incredibly proud of this team – 75% of our technicians are former e-bike and bike mechanics with a combined 75 years of technical experience! In addition to the team, we’ve made significant updates to our online knowledge base and continue to update it monthly with more content for our riders. Tracy leads our efforts to update the tools and materials that provide streamlined and accessible support to our network of e-bike customers, including software updates, training guides, video support, and product updates.

Far too many e-bike companies, especially those that only started selling e-bikes in the U.S. market in the last year or two, don’t have any presence in the United States and are shipping bikes directly from an overseas factory. There is no support team, no service technicians, not even a local warehouse. At Juiced Bikes, we believe that providing the best U.S.-based Service & Support for our riders is one of the most important aspects of our business, outside of providing an exceptional product. 

As we kickoff the new year, we’re excited and extremely proud of the progress we’ve made. The exceptional support provided by our Customer Experience Team is one of the many reasons Juiced has become such a well-respected brand. We look forward to providing you with best-in-class support for many years to come as we continue to grow. To the entire Juiced community, thank you SO much for your support over the years! Your passion and dedication inspire all of us at Juiced Bikes each and every day.

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