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      Mize Customer Connect Experience

       

      A Digital Experience Specifically Optimized for End Customers 

      Customer Connect Experience Screenshot
       
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      Customer Connect


      Today’s empowered customers want a simple, fast, and personalized service available across different channels from anywhere, at any time, and on any device of their choice. An easy-to-use customer self-service portal and app available 24×7 will lead to happier customers, reduced costs, and incremental revenues.

       

      Cultivate loyal and profitable customers

      Most generic websites and customer service portals fail to address the unique challenges and opportunities in satisfying the needs of durable goods customers. You require a Customer portal that enables you to manage the complex products, the independence of dealer and service networks, and long ownership cycles.

      Customer Connect provides simple, convenient, and online access to all the services needed by your customers as they own and use products for years. Customer Connect allows you and your channel partners to stay connected with your customers, deliver a better customer experience, build brand loyalty, and maximize customer lifetime value.

       

      Customer Onboarding

      Customer Connect helps customers access all resources, including setup, installation instructions, user manuals, and training videos that your customers need to start using your product.

      New customers can use their email address to access key customer support, service resources, and tools.

      Product Registration

      Customers can register products with specific product information and serial number. In addition to durable products, customers can register software, activate licenses, or provision connectivity.

       

      My Products

      All registered products, including the ones added by channel partners, can be accessed online at any time to track warranties and initiate any support or service requests.

      Buy Service Plans

      Customers can buy Service Plans for additional protection and activate plans purchased using other channels. All service plan entitlements are tracked along with the standard warranty to show all customer service options throughout the product life cycle.

      Customer Self-Service

      Over 75% of today’s customers prefer to use self-service. The Customer Connect Portal empowers your customers with a self-service option, accessible 24/7 on any channel. Customers can easily and quickly find the answers they need freeing up your contact center agents and reducing your overall service costs.

      The Customer Connect Portal provides a simple search option to find and access all knowledge resources, including user manuals, articles, FAQs, documents, and videos. All content is indexed, organized, and filtered to ensure your customer’s self-service journey is an excellent and effortless experience.

      Effective self-service options will boost customer satisfaction and long-term retention while lowering the cost of service operations.

      Initiate Support Request

      When customers need assistance, they can initiate a support request online or via a mobile device. The customer can add pictures and even a video to the support request, which will help contact center agents diagnose and resolve the issue quickly and more accurately.

      Customer support requests from the portal are routed to support agents at your contact center, and all communications can be tracked and viewed online.

      Buy Accessories and Parts

      The Customer Connect Portal allows your customers to find and buy any related parts and accessories online, increasing your revenues and profits from your existing customer base.

      Schedule Services

      The Customer Connect Portal allows customers to schedule inspections, maintenance, and service with the company’s authorized service network. Portal keeps track of all service events and provides timely reminders and notifications to ensure product uptime and performance.

      Engage Customers

      The Customer Connect Portal leverages CX Engage, the Connected Customer Experience platform's engagement engine, to present relevant and personalized messages and offers on different channels to generate additional revenues. 

      Companies can realize higher service revenues and maintain stronger customer relationship throughout the life of a product.

      IoT and connected products and services

      The Customer Connect Portal provides a dashboard to customers based on the data collected from the connected products. Companies can share product usage data, alerts, proactive service recommendations, and more on IoT data. Companies can also build and deliver more value-added services and applications via the Customer Connect  Portal.

      Subscription Services

      Subscription services are becoming more common. Customers can subscribe to regular consumables, protection plans, or value-added services, providing a recurring revenue source for companies. The Customer Connect Portal enables you to manage subscriptions, renewals, and payment information.

      Voice of Customer (VOC)

      The Customer Connect Portal captures customer feedback (VoC) about products, knowledge, support, and services at different touchpoints during the customer journey. Usage data captured on the Portal provides vital clues on how customers want to engage with you and what channel they use to enhance the customer self-service journey.

      Strengthen Relationships with Channel Partners

      The Customer Connect Portal strengthens the customer’s relationship with the channel partners such as a local dealer, retailer, or service provider. Portal connects the customer to local channel partners based on the customer's location and drives traffic to physical locations.

      The Customer Connect Portal can also brand the site and engagement based on your partner branding and redirect the sales and service opportunities to local channel partners for fulfillment. Mize Channel Connect enables Channel partners to receive and respond to service requests from the CustomerConnect Portal:

      • Customer support requests can be dispatched to the right Field Service Technicians.
      • Customers can locate a store, service center, product, or parts inventory.
      • Sales of Service Plans, Subscriptions, and Parts can be shared based on the channel partners' Area of Responsibility (AOR).
       

      Connected Customer Experience

      Organizations struggle to get back-office functions integrated with the self-service customer portal to provide assistance when needed and fulfill customer service requests.

      Mize Customer Connect Portal powered by Connected Customer Experience platform and Smart Blox enables you to provide customers with highly personalized, interactive service on the Web or any mobile device.

      Customer Self-service Portal is connected to Customer Central and Channel Connect to allow you and your channel partners to fulfill the customer service needs.

      Mize Customer Central enables your service and support organization to effectively manage Registrations, Warranty, Service Plans, Support, Parts, Knowledge, and Service.

      Mize CX Connect integrates the Customer Connect Portal with ERP, CRM, and other enterprise systems to deliver a seamless experience.

      The Customer Connect Portal can be configured and easily integrated into your existing websites and applications using CX Touch to deliver an optimal brand experience on the web and mobile devices.

      Simple and Cost-Effective

      Your Customer Connect Portal can be turned on quickly and cost-effectively with a simple subscription fee (Saas). Completely hosted on CX Cloud, Customer Connect Portal is highly scalable and delivers fast response times whether you serve a few hundred or a few million customers.

       

      FEATURED CAPABILITIES

      experience-customer-connect-landing

      Fleet Customer Service Portal

      Fleet customers represent a significant portion of the revenue and profits for many manufacturers in asset-intensive industries.  Fleets can be rental companies, Government entities, 3rd party fleet managers, leasing companies, or large customers that rely on the assets to run their business operations.

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      Mize Customer Central Icon

       

      Customer Connect

      Connected Customer Experience 

       

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