Product update

Product Pulse October 2022: A round-up of Mavenoid’s latest updates

Galina here, Head of Product at Mavenoid. I am eager to share the latest product updates with you!

Provide instant live and self-serve support to your customers in multiple languages with automated content translation

Publish self-serve support content in dozens of languages in a matter of minutes

Most hardware brands need to support customers in multiple regions, speaking a variety of languages. For many of them, there is no support agent in the team who speaks that language which makes self-service the only option for customers to get help. The importance of localizing help content can't be overstated. The translation process, however, is time-consuming and expensive:

Businesses annually spend thousands of dollars translating self-serve support content

  • Translations from the external translation team can take weeks with a lot of back-and-forth;
  • Coordination of processes can take dozens of hours when content is highly dynamic and constantly changing.

It doesn't have to be that way! Mavenoid Admin app now allows brands to localise self-serve support content at a fraction of the cost of human translations in a matter of minutes. It became possible because our product team added an AI-powered engine capable of producing high-quality translations from English to dozens of the most popular languages like French, German, and Chinese. You can view the full list of currently supported languages here.  

Mavenoid's translation engine of choice is DeepL Pro – one of the leading services in the field which guarantees best-in-class translation quality that is 3-6 times more accurate than the competition. Neural network-powered translations accurately convey the meaning of translated sentences, even for texts with industry-specific professional jargon.

Are you still in favor of human translation? No problem, we provide that option in the Admin app too - you can invite translators, give them limited access and ask them to review existing content or translate from scratch.

As translations are integrated seamlessly with Mavenoid Admin app, they are lightning-fast and support various filters to make translation work focused and efficient. Translators can switch between specific flows and languages, validate translations for changed content, review and approve each other's translations... or just order AI translations for all the content in bulk.

If you are interested in beta-testing our Translations module, please contact our customer success team. Here's a sneak peek at how it works:

Available on: Accelerator Program and Enterprise plans.

Provide live support to customers in their language with real-time translation engine

We've heard multiple times from our customers how difficult it is to recruit and onboard customer support agents who speak more than one language. Recruiting data and industry reports also prove that multi-lingual agents take much longer to hire.

Good news - with Mavenoid’s recent update to Live Support, your agents can help customers who speak a different language. Our AI-powered translation engine translates conversations between agents and customers in real-time, in dozens of popular languages. Since it is integrated natively with our Agent Dashboard, there’s no need to install any app or connect any integration.

This is a beta functionality which we are eager to test with our current customers. Let us know if you’d like to give it a try!

Want to see real-time translations in action? Here’s a quick video demo:

Available on: all plans with Mavenoid Live Support.

New template with top-5 support use cases helping you create better self-serve flows, faster

With our brand-new flow templates, content creators can quickly start building efficient self-service flows using all the best practices recommended by the Mavenoid team. These templates are inspired by our experts who have expertise in creating diagnostic self-service scenarios for hardware manufacturers.

Simply select “start from template” when you create a new flow and edit it per your products and support use cases.

Available on: all plans.

Honorable mentions

Action node now supports integrations testing

In some cases, parts of a flow should only apply in particular situations. To accommodate this, we allow attaching conditions to nodes within a flow. These nodes will only be active if the conditions match the information the user has provided.

The Action node is a powerful integration function of Mavenoid allowing to send and receive information to and from any other system that has an API. Our customers use it to create leads in their CRM, integrate with e-commerce platforms like Shopify for order statuses, refunds and many other scenarios.

In order to make the set up and testing process smoother, we have introduced the ability to test the API call in the Action node itself. Once you have set up your Action Node, navigate over to the Test area within the node.  

If your API call has set parameters, the test section will populate the parameters required in order to make the action work. Here, we can test against a test value for that parameter. For example, if the parameter is {{name}}, we can test with the name ‘Anna’ and observe the results, similarly {{order-number}} we can test with the order number ‘12345’.

Once you have hit ‘Test’, you will be notified that the action is successfully completed or if any errors have occurred.

Did you know that... created by Mavenoid appear in standard CRM analytics

Our customers using Zendesk, Salesforce or any other support platform can analyse conversations handled by Mavenoid in standard analytics provided by those tools, such as Zendesk Explore. This is thanks to our standard integrations allowing us to create and update tickets for any conversations, set statuses (open, closed, escalated etc), add tags and custom fields.

This enables our customers to create very detailed dashboards on self-service and live support conversations in standard reporting and analyse this data alongside their other support channels. can generate leads via Mavenoid and push them to your CRM system of choice

Thanks to the Action Node integration function, it is possible to create a lead in your pipeline and route it to the right team.

It is used by Mavenoid customers in a variety of scenarios, including creating a personalised sales quote, scheduling a sales demo, booking and scheduling a training session, and submitting a pretty detailed request for equipment modernization.

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 ;)