Product support automation platform Mavenoid has announced a new Internet of Things (IoT) integration that provides proactive support for smart device brands.
According to the company, the integration can "fix problems before they happen" as it enables smart device brands to provide help to their customers at their fingertips. For example, if a customer sees a fail code on their washing machine, they can easily open the brand's mobile app, follow a series of instructions for their specific machine model, and solve the issue.
Enabling Mavenoid for IoT devices involves three key steps:
- API Integration: Mavenoid connects to a brand’s IoT cloud via an API, enabling communication to match error codes and resolutions to customer devices.
- Learning and Categorization: Mavenoid learns and categorizes the brand's error codes, linking them to troubleshooting steps from the brand's product documentation. It then uses this information to provide personalized troubleshooting instructions.
- Embedding: Mavenoid is integrated into the brand's mobile app or other communication channels, guiding users through self-service troubleshooting with text, images, and videos via a Virtual Assistant or web links.
The integration also enables brands to connect sensor data to revenue opportunities that would be unattainable otherwise. For example, a brand selling air purifiers can now not only show users when it’s time to replace their filter but also guide them through a replacement order with Mavenoid. The same process works for printer ink, vacuum bags, and any other home or office device with consumable components.
