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Collaboration



Collaboration is at the heart of the Magentrix Customer Community with a central network
where customer success teams can communicate and collaborate on issues and follow everything they need to know about.


Magentrix Customer Success Collaboration

Power the Team

Free your customer success team from endless email threads. Magentrix powers your team with real-time messaging and dynamic newsfeeds that track conversations in context so no one is in the dark.


Engage with Customers

Improve everyone's ability to communicate with customers through real-time and asynchronous messages, group newsfeeds, announcements, alerts and notifications so everyone is in the loop.

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Content Management



Information on Demand

Help your customers find the information they need when they need it. For common questions, multiple types of knowledge resources can easily be set up; knowledge base, FAQs, announcements, even blogs.


Customer Communications

From communications with specific groups to announcements and blogs, Magentrix Articles lets you create, publish, approve and share a wide variety of rich-content types in a collaborative environment.


Connect and Engage

From subscriptions and digest notifications to sharing, ratings and moderated comments, you can encourage engagement, sharing and feedback with the partner community and within specific groups.

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Magentrix Customer Success Content Management

Document Management



Magentrix Customer Success Document Management

Customer Resources

Provide customers with better access to resources by sharing and storing documents, files and video in one secure, mobile-friendly location. Customers can search for resources, view in-line or download.


Access Control

Organize any file type in easy-to-navigate nested folders including links and YouTube/Vimeo videos. Manage sharing options and document versioning to insure the customers find what they need, when they need it.


Collaboration & Insights

Let customers follow, like and comment on files to engage in conversations and collaborate with your customer success team. Full analytics give you the insights you need to monitor and improve engagement.

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Community Self-Help



Improve Customer Engagement

Let customers engage with each other and your service reps to ask questions or collaborate on subjects of interest in dynamic online Community Forums. Easily manage sharing permissions to limit or open up discussions.


Resolve Issues Faster

Community Forums provide another way for customers to effectively communicate with each other and you to get help and resolve issues. Topics and marking a Community Forum reply as an answer make it easy to find solutions.


Foster a Sense of Community

Grow the community and engagement with topics for everyone. Create multiple interactive Discussion Forums where customers can go to get help and search for previously answered questions.

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Magentrix Customer Success Community Self Help

Ideation



Magentrix Customer Success Ideation

Share Ideas

Find out what matters to your customer community as they share, review, and collaborate on new ideas to give you important feedback. Customers can post, read, comment and vote on ideas within the Ideas module.


Categorize Feedback

Create categories for easier navigation and grouping of Ideas Posts. Customers can easily apply a category or multiple categories to Posts where other customers can engage with feedback, comments and voting to enhance the idea.


Manage Status

Administrators have full control over Posts and can be alerted to inappropriate Posts. They can review specific Ideas Posts and mark them with a status for future consideration or delivery.

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Cases & Deflection



CRM Integration

Leverage your CRM to provide a customer-facing help desk where customers can submit Help Tickets and open cases that your support staff can quickly access, update, and resolve.


Self-Service Support

Give customers access to their account information and the ability to submit and check the status of their support tickets to streamline the support process. Communicate directly through Case Comments when needed.


Reduce Case Volume

Easily integrate with the Knowledge Base to present customers with relevant articles when they submit a Help Request. Built-in feedback lets you know what articles are most effective to deflect cases when the customer can find the answer.

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Magentirx Customer Success Cases and Deflection

Training



Magentrix Customer Success Trianing and Certification

Reduce Training Costs

Save on training costs with a fully integrated and native Learning Management Solution (LMS) that lets you provide customers with a wide variety of on-demand training materials in a user-friendly, mobile-enabled, interactive environment.


Flexible Course Content

Design course materials with video, Powerpoint slides, popular authoring tools and more. From onboarding to product and technical training to updates on your latest release, your customers will be up to speed in no time.


Track and Report

Complete User Management lets you easily assign courses to customers, mark quizzes and track progress in dashboards as well as many of the metrics you need to identify where customers may need help.

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Analytics



Analyze Customer Satisfaction

Gain insights into your key Customer Success and satisfaction metrics with powerful reports and dashboards. Whether its engagement or resource usage, you can easily track any data for current status.


Flexible Reporting

With dozens of pre-configured reports, you have easy access to the critical data that drives decisions. An intuitive report builder lets you create your own reports on any data Entity or across multiple Entities.


Dynamic Dashboards

Leverage the power of real-time visual dashboards to help customers understand and access key data sets. Give your Customer Success team the ability to instantly analyze key data for issues and trends.

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Magentrix Customer Success Analytics

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