Customer Management Features
Customer portals for streamlining customer operations, self-service, support, training and knowledge management.
To gain a deeper understanding of the problems each of these features can help you address, check out our Customer Management Solutions page.
Case Management
Customers can submit, track, and manage support tickets. They can create tickets with attachments (documents & images). They can also self-close or re-open closed tickets. Ticket deflection included: Three types of ticket deflection workflows: 1. user submits ticket first, knowledge articles displayed after submission, user confirms helpful article to close ticket. 2. user describes issue first, knowledge base results displayed, option to proceed to ticket submission. 3. similar to the second workflow but with the added step of creating a closed ticket for auditing.
Seamlessly integrates with Salesforce Service Cloud or Microsoft Dynamics Incidents.
Ticket fields layout builder
Email notifications
Ticket deflection
Training (LMS)
Courses can be organized into chapters, each featuring lessons or quizzes in various formats, including video files, YouTube or Vimeo links, PDFs, PowerPoint, or Word documents. Lessons are uploaded in TinCan (XAPI) format, created from widely-used course authoring tools such as Adobe Captivate or Articulate Storyline. You can set course access, deadlines, language preferences, and the sequence of lessons and quizzes. View analytics and reports for courses in progress, failed, passed or many other actions.
Certification
Learning paths
Quizzes
Compliance
Resource Collections
A variety of resources combined in gallery-style pages. For instance, onboarding a new customer may involve reviewing articles, documents, and courses – having them all accessible in one place makes it easier for the customer.
Content filtering
Branded experience
Permissions management
Reporting and Analytics
Articles: Blog, News, Knowledge Base & more
Equip customers with the information they need, such as help documentation, product updates, announcements, blogs, news, or a knowledge base for self-service support.
Multimedia
Categorization & Tagging
Version Control
Subscriptions & Notifications
Document Management
Share files with customers. Store and organize documents such as product guides, tutorials, and presentations. The powerful search tools enables customers to quickly find what they need. Supported file formats include PDFs, Word docs, Excel sheets, PowerPoints, images, email templates, links, bookmarks, videos, audio, and code snippets.
Usage Analytics
Granular Permission Management
Organized Folder Structure
Version Control
Wikis
Wiki pages lets you create organized and thorough resources for customers. Develop wikis for technical references, guides, or any subjects that customers may need assistance with.
Hierarchical categorization
Search & filtering
Rich-text editor
Permissions management
FAQs
Reduce the time spent on customer support by providing answers to frequently asked questions. Empower customers to quickly and independently find the information they need.
Idea Exchange
A place for customers to submit, vote on, and like ideas. Customers can come back and see if their idea is being worked on and track its progress.
Idea categories
Status of idea
Comment on ideas
Duplicate idea prevention
Customer Engagement Pages
Create customized CMS-style pages for different user groups, showcasing all necessary elements and tools to keep them informed and engaged. Design unique pages for customers, tailoring each one by selecting the relevant resources, training materials, and tools to fit their specific needs and roles. These pages can be shared either individually or with automatically segmented groups.
Drag & drop, no-code
Carousel, banner & widget options
Customer Journeys
Design and track user journeys with defined phases and steps for structured progress. Build different task-based journeys to guide customers through processes like onboarding or other activities you have tasked them with.
Phases and due dates
Journey reporting
Journey activity email notifications
Sequential progression
Pop-up Alerts
Image or video pop-up messages. Spread awareness for new information, drive engagement, or any other actions you want users to take. Ideal for task reminders, cookie policies, GDPR, announcements, training reminders, event reminders, new collateral uploads, etc.
Size & position options
CTA buttons
Target specific users, groups & pages
Reporting and Analytics
Surveys
Create surveys to gather and evaluate customer sentiment and feedback, helping you enhance the customer experience. Categorize responses into Detractors, Passives, or Promoters for deeper insights.
Drag-&-drop questions
9 question types
Shareable link to survey
Reporting and Analytics
Theme Builder
Customize UI design themes for your customer portal with ease. Magentrix offers a design editor that requires no coding skills. Choose from preset themes and tailor them to fit your preferences. You can also create theme variations for different occasions, such as aligning branding with events or holidays, or simply refreshing the portal's appearance.
Customize colors
Customize fonts
Banner customization
Customize navbar
Customer Team Access Management
Empowers your customers to manage the access permissions for their own team to the portal. They can invite new users or revoke permissions from old users.
Define manager roles
Email notifications when new members are invited
Analytics
Analytics are available in 2 ways in Magentrix: with Reports & Dashboards and built-in, feature analytics.
Reports & Dashboards: Generate reports for yourself or for customers to view (if enabled, and with the necessary permissions granted). Additionally, you can allow customer users to create their own reports.
Features with built-in analytics for admins: Case Management, Training (LMS), Document Management, Articles, Wikis, Resource Collections, Pop-up Alerts, Surveys, Marketplace, Customer Journeys.
Schedule reports to be emailed
Build raw data or visual insights
Use any data point
Export to .csv or Excel
Advanced Security
Magentrix uses industry-leading security measures, including 2-factor authentication (2FA), session management, single sign-on (SSO) with SAML 2.0 (and Google, Facebook, X, LinkedIn), CORS, domain whitelisting, comprehensive audits, and detailed reports - just to name a few.
Role-based Sharing
User Segmentation
Whitelisted URLs
Whitelisted CORS
Customer Self-Registration
Allow new users to self-register when they join the customer portal, accelerating the onboarding process and making it more efficient.
Customer Segmentation
Group users into subcategories to streamline content-sharing, course assignments, and specific permissions management.
Manual & Automated Groups
Establish filters based on CRM data
Events
Customers can register for webinars, conferences, product launches, and more. Invite all or specific customer groups. Events can be organized by type and include location maps, event images, and details.
Event registration
Listing and calendar views
Cancellation notices
Multilingual support
Security: Role-Based Record Sharing
Share specific records with defined sets of users. Three types of roles available: Employee, Customer and Guest roles.
Employee roles: portal administrator, content publisher, etc. Employee roles allow certain administrative tasks such as document management and LMS management.
Customer roles: restrict access to CRM data, ensuring data privacy.
Guest roles: Designed for public access control.
Customize navigation menus & app access
Audit trail of changes
CRUD permissions for data points
Reports
Social Collaboration
Social media-style messaging integrated into the portal for targeted communication with customers or employees.
Social Groups: Encourage collaboration by allowing users to create, join, and manage groups.
Social Threads: Enable communication directly from contact records, documents, invoices, orders and more, through message threads.
Social Feeds: Stay updated by following users of your choice, with activity delivered in a feed format.
Social Messaging (DMs): Privately send one-on-one messages to other users.
@ mention users in messages
Add code snippets, emojis, files, or create a poll
Like, star, or comment on posts
Notifications of new activity
Forums
Facilitate discussions and collaboration amongst customers with forums. Customers can create new posts, "follow" existing discussions, respond to the thread, vote someone else's answer as "best answer", search for topics they're interested in, view posts by statuses, and view & sort posts by latest or popular activity.
Topic Segmentation
Notification management
Sticky posts within threads
Thread locking
REST API
Magentrix's API is public. We offer a robust REST API for integrating with the our platform and allow you to access everything so you can customize what you need and scale your customer operations.
Metadata discovery
Unified entity querying
Document management
CRUD records
Automation
Automated actions. Possible actions include:
- Configuring email alerts
- Specifying users to follow records and receive updates
- Sending an instant message to users or groups
- Creating automated task reminders
Customizable criteria
Combine multiple rules (AND, OR logic)
Rich-text email alerts
Triggered by specific events (e.g. record creation or updates)
Custom Hubs
Create customized micro sites for specific user groups (e.g. branded portals for your customers' organizations). Each customized hub operates autonomously, featuring its own distinct domain, separate member login access, and individual management capabilities.
Separate Domains
Custom From Field in Emails
Branding Flexibility
Self-Registration
Developer Console
Magentrix operates as a platform as a service (PaaS), which means you can go far beyond the default setup. Using our Developer Console, you’re able to build on and customize the platform however you need.
This flexibility is key because it allows you to expand the system’s capabilities to fit your business's unique requirements. You can create custom features, applications, web-hooks, and triggers, all within the platform’s existing structure. By doing this, you can ensure the portal integrates seamlessly with other systems and meets the specific needs of your customers, even beyond what the standard offering provides.
Software Development Kit (SDK)
UI framework customizations & business logic
Built-in editor for CSS & JavaScript
Query console
E-Signature
Let customers manage contracts, agreements or any document that requires an e-Signature, directly from within the customer portal. Integrations with various e-signature services, including AdobeSign, YouSign, and DocuSign.
Template management
Data mapping
Agreement distribution
Agreement tracking
Multi-currency
Magentrix allows for the addition of multiple currencies that are displayed based on a partner's locale settings. This means that partners from different regions can see currency values in their preferred currency format.
Multi-lingual
The Magentrix platform can be configured to operate in several languages: English, French, German, Italian, Portuguese, Russian, Spanish, Simplified Chinese, Japanese. Works with associated features only.
Storefronts
Ecommerce stores to sell your product to customers. The accepted forms of payment are: credit card, Stripe, Authorize.NET, Paypal Express Checkout or Moneris.