Challenge:
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.

Solution:
Self-service and personal service in one platform

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
Mavenoid helps customers narrow down possible solutions fast with simple diagnostic questions.

Deep product analysis
Historic support data is used to identify common problems and areas best suited for automation.

CRM integration
Mavenoid leverages existing support center content and automatically creates tickets.

Smart escalation
Requests that need a human touch are automatically routed to the right person, along with the case history.

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