Customer Management Solutions
Streamline customer processes & admin
The following are the features and sub-features (which are smaller features within a main feature) that streamline and automate your customer management processes, workflows and administrative work – thereby, helping you solve for the challenges of customer operations.
Self-Registration
Automating the initial step of the onboarding process cuts down on administrative tasks and speeds up the customer’s access to the portal.
Automation
Automates your tasks with workflows, such as email notifications, record updates, task reminders, unread messages, and more.
Analytics, Reports, Dashboards
Simplifies access to real-time insights on customer cases, knowledge base usage, or cases deflected. With streamlined data collection and visualization, you can track KPIs, identify trends, and make informed decisions. It also simplifies reporting and gives support agents and customers the data visibility they’ve been lacking, enhancing their experience.
User Journeys
Building journeys offers a step-by-step framework that guides customers through predefined tasks in the portal, providing clear visibility into their progress and reducing manual tracking. This is especially helpful for customer onboarding, training, and other activities.
File-sharing & Content Management
Minimizes administrative tasks by providing customers with quick access to a centralized location containing the latest resources, eliminating the need for follow-ups to send updated collateral. You can track which documents customers are viewing, and version control ensures everything stays current without repeatedly resending documents or updating links.
Surveys
Incorporating surveys into Customer Journeys ensures you gather the feedback you need while customers are engaged in the portal. This keeps survey data within the Customer Portal, simplifying the tracking of customer activity and communications.
Role-based Record Sharing
Sharing specific records with designated users ensures that only relevant teams or individuals have access to necessary data. This targeted access enhances efficiency, reduces confusion, protects sensitive information, and minimizes administrative burden by limiting unnecessary data-sharing.
Content-sharing Permissions
Simplifies assigning access to specific users or groups for designated resources, directly from within the file itself.
Customer Team Access Management
Empowers to manage their own team's access to the customer portal saves you from having to track and handle it all yourself.
This includes tasks like adding new users from the customer's organization who need access or revoking permissions for users who are no longer with them.
CRM Integrations
Super simple and quick Salesforce CRM integration as well as Microsoft Dynamics.
It will take you just 5-8 minutes to set up the CRM connection.
REST API or iPaaS
Provides integration options: Use our REST API to connect Magentrix with any application by building your own integration, or connect through Zapier or Make.com for easy integration with other platforms.
Pop-up Alerts
Delivering targeted message reminders to specific users (based on various criteria) can encourage them to take the desired action.
Custom Hubs
Enables you to deliver a VIP experience to users by creating customized microsites tailored to their branding, offering them a more personalized interaction.
E-signature
Simplifies the process for customers to sign contracts or documents directly within the customer portal, without needing to navigate away.
Single Sign-On
Eliminates the need for customers to remember multiple usernames and passwords. Using Single Sign-On (SSO) is convenient, saves time, reduces password fatigue, and minimizes login-related issues.
Multi-lingual portal
Having the customer portal in the user's preferred language makes it very convenient for them to navigate.
Events
Lets you streamline your event registration process and manage it all in one place along with your other customer activity.
Storefronts
Lets you provide access to your organizations offerings and track your customer purchase interactions in the customer portal along with your other customer data.
Give customers the option to self-serve support
Support Tickets & Case Management
Enables customers to centralize all support requests for easier issue tracking and resolution. Case updates offer visibility into the status of each request, while ticket deflection empowers customers to find solutions on their own without submitting a support case.
Wikis
Comprehensive, well-organized documentation allows customers to find answers independently, reducing reliance on your customer support team.
File-sharing & content management
Streamlined document filing and retrieval for customers, allowing them to easily search all files you've shared in one location. The search function, powered by OpenAI, provides refined results to customer queries.
Resource Collections
Assists customers in locating relevant information through collections organized by specific topics and available in various formats, eliminating the need to contact support.
FAQs
Enables customers to quickly find answers to frequently asked questions.
Blogs
Allows customers to access informative articles for self-service, including best practices, written tutorials, how-to guides, and explanations.
*Uses the Articles feature.
Knowledge Base
Customers can address their own issues by consulting the knowledge base, which is a collection of articles designed to help them find the information they need.
*Uses the Articles feature.
Help Documentation
A centralized place for all support documentation, FAQs, training materials, and troubleshooting guides. Customers can easily access this information, reducing the need for individual support calls or emails to your team.
*Uses the Articles feature.
Global Search
Coming soon.
Idea Exchange
Facilitates customer collaboration by allowing them to share ideas and engage with others' ideas.
Social Groups
Facilitates customer collaboration by establishing a community environment and promoting open communication among customers.
Train customers: share content, enable & certify
The features and sub-features that help with certification management or onboarding, educating, training, and generally, enabling customers.
Training (LMS)
The organized training, certification, and educational resources are more accessible and easier to engage with through our LMS format.
Additionally, all data is mapped to the Contact and Account records in your CRM – whether it’s Salesforce, or MS Dynamics.
Document Management
Facilitates file-sharing and content management. This repository simplifies access to all your customer enablement materials in one location while providing visibility into which files customers are engaging with.
Wikis
Assists in organizing information into a more structured and navigable format. Wikis offer interconnected content with clear hierarchies, enabling customers to engage with complex or detailed enablement resources in a more intuitive manner.
Blogs, News, Knowledge Base
Empowers customers by offering detailed, searchable articles designed to address specific issues or answer questions.
*Uses the Articles feature.
User Journeys
A structured progression of phases and tasks guides customers by outlining clear paths, ensuring they understand exactly what steps to take for onboarding and other stages of their journey with you.
Resource Collections
Provides customers with a centralized collection of resources to access in one designated location, simplifying the search for related materials.
*Used with files uploaded in the Document Management feature.
Engagement Pages
Bring attention to the most relevant resources and sections of the customer portal that you want customers to visit for completing training or reviewing other enablement materials. This focused approach can enhance the onboarding experience too.
FAQs
For enablement, FAQs offer answers to common questions regarding processes, tools, or best practices, allowing customers to become familiar with information quickly.
