Mavenoid is the Intelligent Support Platform specifically designed for products and devices
Published: 2023-05-20 | Author: VisionariesNetwork Team
Today's fast-moving digital ecosystem has set the bar high for receiving seamless and effective support from the brands customers put their trust in. However, many organizations fail to offer timely and effective help, especially when it comes to hard, technically demanding issues that are too complicated for chatbots and too simple for a live agent. Enter Mavenoid—an AI-powered support solution that has revolutionized support since 2017—empowering leading product brands around the world.
The Mavenoid Virtual Assistant automates product support by surfacing the exact content to solve each customer's question—whether they're looking for a new product, troubleshooting, or ordering replacement parts. The result is an amazing 58%-plus self-service resolution rate, leaving customers satisfied and empowered to find answers for themselves.
But what truly sets Mavenoid apart is that it has the real ability for a successful understanding of how products and devices work so that customers can successfully troubleshoot—without any problems or a stuck customer-service loop due to a chatbot. The AI guiding all this has been specifically trained on the vagaries of product manufacture and maintenance, as well as conversation, to ensure that customers receive just the right information in very plain speech.
One of the features of the support solution through Mavenoid is its possibility to answer based on already existing support content or to design guided flows that would give detailed step-by-step instructions. This is an option of flexibility in the approach, letting the brand go for the one that suits the needs and preferences of its customers.
Another interesting feature is Vision Assist, which gives the user ability to simply scan ingeniously a product label through their phone or tablet to accurately identify the product when troubleshooting, registering for warranties, or ordering replacement parts.
For those issues that are more complicated and require human intervention, Mavenoid's Virtual Assistant easily fits into the ticketing workflows from platforms such as Zendesk, Salesforce, and others. This empowers agents to take over from where the AI has left off or continue to work with customers using their favorite channels.
The AI-powered content retrieval enables Mavenoid to help customers more effectively search through product documentation for the answers they need, saving them more than 50% on time per ticket. Therefore, the customer dissatisfaction reduces and it increases the productivity and efficiency level of the agent.
The feedback of agents is ingested by the Mavenoid AI while tickets are being resolved, in order to self-develop customer support flows in the direction of more self-service and the further elevation of resolution rates from automated tickets. A constant feedback loop ensures the continuous development and improvement of the support experience.
Another game-changer in the Mavenoid arsenal is One-Click Interactive Video Support. The agents can pause, zoom, and draw on a feed so that they can intuitively walk customers through complicated instructions. In summary, this makes the complex troubleshooting a breeze.
Use of a Dynamic Help Center will enable the management of problems before they turn into tickets: access to personalized support content—as necessitated by any customer—refers to FAQs, product manuals, video tutorials, and step-by-step guides.
And because global brands need to localize and create content in over 50 languages, Dynamic Help Center eases their burdens of managing support knowledge. Agents can also log into their own Help Center to be able to share personalized solutions with customers in a snap.
Beyond that, with this AI-based support solution, you can get insights into customer behavior and preferences that often only other brands would dream of. They can track cases of self-service and live support resolution, the performance of each piece of support content, and when customers abandon a troubleshooting flow—all from one dashboard.
Besides, the Insights module of Mavenoid provides valuable data on customer behavior, which will help in identifying common anomalies in product operation or issues about which customers are getting confused. That information can be used to improve products and services geared toward customer support, changing this cost into a profit generator.
“Our purpose-built technology delivers best-in-class customer support with intelligent troubleshooting and personalized remote support that delivers resolution rates of 58% and up.”
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