The Building Blocks of Self-Service Support
Offering a successful self-service product support experience requires three primary components: an AI model, a user-friendly interface, and comprehensive product documentation. Brands tend to focus on AI when evaluating support automation providers, but the truth is — product documentation is often the most important part. Even sophisticated large language models (LLMs) require up-to-date product information to accurately resolve issues. Without this information, great design will only communicate inaccurate information to customers.
The need for product documentation varies based on the complexity of the service or product a brand sells. SaaS and airlines, for example, typically have 100–200 FAQ articles and a few thousand pages of manuals. Multinational enterprise brands selling physical items can have over 10,000 FAQs and 50,000 pages of PDF manuals published at any given time.
Keeping this information up-to-date and available in self-service is a major undertaking made even more unwieldy when implementing support automation because the content wasn't created to be consumed by AI. Thankfully for Mavenoid customers, we're continually building features and tools that help brands make the most of their existing libraries of product documentation. Here's the latest addition:
Advanced Knowledge Import
Advanced Knowledge Import (AKI) allows brands to use a variety of sources within their Mavenoid instance: product manuals, product detail pages, and articles hosted by content management systems like Zendesk Guide, Salesforce, Storyblok, and others. Whether this information is imported once or synced to update automatically, AKI allows brands with 1000s of products and parts to easily power their self-service support with existing product knowledge spread across multiple sources.
- Importing content into Mavenoid is a great option for brands who want to create, manage, and optimize their content within Mavenoid. Imports are typically performed at the time of migration; when a brand moves away from a legacy static knowledge base in preference of Mavenoid.
- Syncing content into Mavenoid is best suited for brands who manage their content across multiple systems. Syncing content gives brands immediate access to use all of their existing product knowledge in Mavenoid without needing to update documents in two places.
While importing and syncing content might seem simple, we built Advanced Knowledge Import to work out-of-the-box so our customers can launch fast, learn fast, and resolve more of their users' issues.
- No-code or low-code: Import or sync content without needing to write scripts or train less technical colleagues.
- Reduce manual effort: AKI can ingest content that includes images, tables, and step-by-step instructions — no need for reformatting. When sync is used, changes in source material are automatically reflected within Mavenoid.
- Content scalability: AKI works with vast amounts of content, whether a brand has 100s or 1000s of PDFs or articles to process.
Advanced Knowledge Import is supported by existing Mavenoid features that allow brands to get the most out of their imported or synced product documentation. Here’s a reminder:
AI Retrieval
After import, our proprietary AI processes each document for future self-service consumption. Interpreting reading order, figures, tables, titles, and topics within each piece of support content allows Mavenoid’s AI to respond to users’ questions with the most relevant information available.
Mavenoid’s ability to understand information regardless of how it's formatted is another example of how we build for enterprise product companies. Our competitors, even the most reputable ones, limit the amount and type of documents brands can use, for example:
If you want to use PDF documents for the AI assistant, they must be text only (no columns, images, or tables) and under 45 MB in total.
This is not an option for brands with 100s of products, 1000s of parts, and global teams contributing to product support documentation.
Reusables
In Mavenoid, areas of content are broken down into “nodes” and then organized for reuse as flow links, components, step-by-step guides, media files, and document libraries. This means brands can import, create, and update content once and then easily reuse it across multiple support flows, reducing the time and effort required to maintain self-service knowledge.
Auditing & Updating Content
As brands launch new products and update or retire existing ones, they require a simple solution for keeping track of their product documentation. In Mavenoid’s Flow Builder, users can set reminders for when to review nodes highlighted as ‘unreviewed,’ ensuring outdated content is updated or removed before it’s no longer relevant. Using search and bulk editing features, users can update content once and automatically reuse the updates throughout Mavenoid.
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.
