The solution: Empowering customers to troubleshoot their equipment with self-service diagnostic flows
Frontpoint decided to start using Mavenoid as a way to enhance its customer experience and reduce the pressure on their support team. Right from the start, the team was impressed by the simplicity and versatility of Mavenoid. With Mavenoid, Frontpoint was able to create self-service support flows that help customers install, use, and troubleshoot their systems without having to call for or email support. This not only saves time and money for Frontpoint, but also increases customer confidence and loyalty by making customers feel more comfortable and satisfied with their support systems.
Frontpoint also realized that it had a unique opportunity to leverage Mavenoid for its outreach campaigns as well. One of the challenges that Frontpoint faced was upgrading the cellular radios in the security systems of its existing customers, who had outdated 3G devices that were no longer supported by the network. This was a critical issue, as it affected the communication and functionality of the system. Prior to Mavenoid, Frontpoint had tried to reach out to these customers through various channels, such as phone calls, emails, and texts, but these channels had a low response rate. Many customers either ignored the messages, forgot about the system, or were not aware of the urgency of the upgrade.
Frontpoint decided to use Mavenoid as a way to create a more engaging and effective campaign that could educate customers about the importance of the upgrade, guide them through the process of requesting and installing the new radio, and troubleshoot any issues that might arise along the way. The Frontpoint team included the Mavenoid link in its emails to customers, and was able to increase the conversion rate of the upgrade campaign, reduce the number of support calls, and ultimately ensure that customers had a reliable and secure system.
Additionally, Frontpoint is working to integrate Mavenoid with its e-commerce platform so that prospective customers can easily build the home security system that fits their needs. The integration will alsocustomers the option to checkout with or without assistance from one of Frontpoint’s top-notch sales agents. Frontpoint aims to use Mavenoid in many different parts of the business, such as billing, marketing, sales, and fulfillment. The company believes that Mavenoid will enable Frontpoint to create more innovative and effective solutions for its customers, while also saving time and resources for its team by streamlining processes, improving customer satisfaction, and increasing revenue.
Key features implemented
Al-guided self-service troubleshooting
Step-by-step upgrade & installation instructions