The above flow helped users to understand
MY ROLE
As Product Manager and subject matter expert on CRM and related CS tooling, I worked closely with our multidisciplinary team as well as Mavenoid's integration experts to manage initial integration, content creation, and flow design. After initial implementation, I was responsible for subsequent content updates and maintenance, growing an internal process to improve and refine content based on performance and new feature releases.
Product
Mavenoid's self-service assistant was deployed on Superpedestrian's consumer app, serving as the first stop for around-the-clock support that focused on solving common customer problems. Mavenoid's support automation allowed the Product and Customer Support teams to build and deploy new content with little-to-no code required, freeing up developer resource for high-priority business needs.
The solution focused on providing guidance based on customer-reported vehicle and app behaviors. Leveraging the no-code solution allowed the Customer Support and Product teams to collaborate on content specific to new features, with coordinated rollout allowing for significant reduction in related support team requests and gains in self-service resolution rates.
Content publication was coordinated with new feature releases to ensure potential gaps in understanding were addressed at launch.