Access All Support Resources from One Search
One of the biggest challenges for product and device manufacturers, when offering self-service support, is maintaining unique support instructions for 100s or 1000s of products. Typically, these brands have two options:
- Generative AI chatbots are easy to launch, but only offer generic advice. For example, if you ask a chatbot “how to fix a yellow blinking light” for a specific coffee machine, the bot will respond with a long list of suggestions that might apply to any machine.
- Rule-based chatbots can be programmed to answer questions with precision, but this requires support teams to create time-intensive models that ask customers multiple follow-up questions (do you know the exact model of your coffee machine?).
We’re proud to give brands the best of both options with Global Search now integrated in our Virtual Assistant. Global Search lets brands configure a smart search field that can access support knowledge from thousands of different products. Depending on a customer’s question, Global Search will present relevant filters to narrow down the product family, model, variation, and other criteria, before showing relevant starting points for self service.
Global Search makes support conversations faster without losing the accuracy of individually-modeled support flows, allowing brands to extend self service to more product lines while increasing resolution rates.
More Product Wins
Personalize Dynamic Help Center with 'Write Data' in Site Links
Brands using Mavenoid’s Dynamic Help Center can further personalize their customers’ experience by sharing parameters within a site link. For example, a support agent could invite me (Galina) to register my product (SuperSound123) with serial number (SN245326) with this site link:
Details shared within the link can be used to pre-fill forms, making product registration simpler.
Subtitles Improve Context
With recent feature launches such as Multi-Card Experiences in Dynamic Help Center, we’ve increasingly improved navigation for users across Mavenoid’s support platform.
Now, brands can configure subtitles to accompany selection options presented to their customers. This helps increase resolution rates by decreasing confusion throughout self-service troubleshooting. Brands can configure how selection options appear by choosing grid or list view, showing or hiding images, and selectively displaying subtitles.
Organize Components and Step-by-Step Guides
We continue making Mavenoid’s Virtual Assistant admin portal more scalable for larger organizations. Previously, we rebuilt flow management to organize flows better and make bulk updates possible.
Now, we've done the same for reusable components and step-by-step guides — you can group them in folders, use filters (e.g. "last modified"), delete multiple guides, and view translations for one or multiple components or guides.
Fixes and Polishes
- [Assistant] Scrolling is smoother for multi-card layouts
- [Flow Builder] Preview images in step-by-step guides no longer break
- [Flow Builder] Version history performance is improved on the canvas
Thank you and stay tuned for more updates!
Use this form to submit your pain points, ideas, and feedback straight to our product team. As always, we’re eager to hear your thoughts.
