Hello support heroes — it's Galina again with the monthly roundup of the latest product updates in Mavenoid. Let's go!
Next Generation Assistant (coming soon)
Mavenoid always puts a great deal of emphasis on the customer experience. In addition to providing relevant and helpful answers quickly, we want the user journey to be seamless and enjoyable. Below are some quotes from our recent feedback analysis.
- "Automated assistant was easy to follow and broke down the steps to make it very easy.",
- "Very easy to use, and I appreciated the chance to try and fix myself!"
- "I like the fact it is so quick and easy to access. The combined pictures and words plus detailed step by step make it easy to follow even for elderly, nervous people like me."
- "Very thorough; my expectation was a couple of useless tips anyone would think of; I was pleasantly surprised by how helpful it was. Easy to follow, and it fixed the issue."
- "Honestly, it's a bloody good assistant."
As you can see, our customers' users love using our Product Assistants — but we won't stop there! Currently, Mavenoid's product team is hard at work finalizing the beta version of its Next-Generation Assistant, which will be easier to find, with fluid navigation, and even more visual and shareable. To get a taste of it as soon as possible, you can request a demo where you can see it in action.
Mavenoid for e-commerce
Customers who are happy buy more — and now they can do so with Mavenoid. We've made it easier to connect your product assistant to any e-commerce tool, so your customers can:
- Choose the best product that fits their needs, add it to the cart and check out;
- Get updates on their order and delivery status;
- Subscribe to newsletters, get discounts, earn loyalty points and more!
This is all enabled by Mavenoid's hardware-optimized AI, which can also be connected to troubleshooting journeys. For example, if your customer's issue can be resolved by replacing a spare part, the assistant will help them choose and purchase it.
Want to see it in action? Here’s a quick demo video:
Available on: all plans.
AI Retrieval has more context from manuals
We have recently released a major product update —AI Retrieval, which keeps all the documentation about hardware products searchable and useful.
It is now much easier for customers to pick relevant matches from manuals. To add more context to each search result, we now show snippets and breadcrumbs alongside titles.
Automatically update tickets in Zendesk and Salesforce
Some customers who reach out for help already have an open ticket in their CRM, such as Zendesk or Salesforce. For both customers and brands to keep a unified view of queries, creating the 'Update Ticket' action allows for the same ticket to be updated without creating duplicate tickets for the issue.
For example, here's how to configure an option for customers to add comments to their existing tickets in Zendesk:
Team Comments now work better with components
It is now easier to resolve flow comments left on a node inside a component — when content creator clicks on such a comment, the canvas will zoom in to highlight this component.
On top of that, if content creator leaves a comment in a component, then it is shown in all the flows using this component.
Did you know that...
...Assistant can email useful info, such as guides, to your customers
This is ideal for customers who want to share info from the Assistant with their friends or family members or just save it for later. When someone clicks the link in the email, it will take them directly to a place in the Assistant.
How to set it up: choose a node, right-click on it to create a deeplink and add the 'Email' action after this node:
...You can set up an autoreply to incoming tickets with a suggestion to use Mavenoid's Assistant
One of the unique ways we can increase self-service rates with the Assistant is by suggesting it to customers who just logged a ticket or emailed support. This way, they can start resolving their issue immediately, instead of waiting for someone to respond. If you want to try it out, just send an email to email@example.com.
We welcome your ideas on how to improve Mavenoid!
Use this form to submit your pain points, ideas, and feedback straight to our product team. As always, we are all ears and want to hear your thoughts!
Thank you and stay tuned for more updates ;)