Multimedia + Mavenoid
Multimedia company decreased their mean time to resolution by 85%
agent satisfaction with Mavenoid Live Support
mean time to resolution for complex troubleshooting and warranty claims
customer happiness rate
Seamless escalation to a dedicated live support team
This leading multimedia manufacturer’s customers have a wide range of questions— from basics like learning how to use the device, to troubleshooting, firmware updates, and warranty claims. Being able to provide their users with support on the channels they use most is critical to maintaining customer satisfaction.
Although the vast majority of problems can be resolved via self-service, some more complex problems tend to need more support from an actual agent. As a result, this enterprise multimedia company needed a support solution that can provide both great self-service as well as escalate to a dedicated support team.
“A unique way for us to assist our customers and help to resolve their challenges quickly.”
Mavenoid Live Support enables this global multimedia company to seamless escalate cases that require human confirmation from the self-service product assistant to their live support agents.
While the vast majority of product support requests are handled by Mavenoid self-service, for specific issues— like certain warranty claims and product exchanges— it is important to connect customers to a trained live support agent who can see the issue visually, validate it and guide customers to the right next steps. Mavenoid Live Support enables the agents to provide this quality support quickly, efficently and remotely.
Key Features Implemented
AI-guided self-service troubleshooting
Agents get all the details of the customer’s interaction with AI self-service (issue description, all troubleshooting steps tried).
Multiple conversations
Agents have the ability to handle multiple conversations simultaneously.
Live Video Support
Mavenoid provides interactive video calls that allows agents to confirm prodict issues visually and walk users through the steps to resolution.
Actionable feedback
The AI learns from every interaction and has the ability to provide actionable feedback that helps improve self-service over time.
Experience support that really works
Schedule a demo and experience how Mavenoid meets customers with the right level of support to take them seamlessly from request to solution.Request a demo