Maia Basics
 

How it all works

Welcome to your new everything, organized. Maia is the technology backbone of BHS, allowing us to work as efficiently as possible and provide the best support for our agents. 

In a nutshell, you can think of Maia as a telephone switchboard - for every kind of request or action you make on the site, we can route that request to the right team and more efficiently track our support services, thus ensuring you have all the help and accountability you need to work seamlessly.

On the back end, it organizes all your requests into queues and task lists for the staff, and with all our media and vendors plugged into the system, the entire company can operate as one proper ecosystem.

In short, it's bringing us to the head of the pack when it comes to modern standards of customer service, technology, and enjoying our daily work!

 

The Request Page Layout

A common theme across the whole site is the “Request Page layout” for virtually all your requests. While it may look daunting at first, the information is organized and quite simple in the end.

The best way to understand it is in three sections:

  1. The “Highlight Panel” on top, where you have all your key information about the request

  2. The “Request Detail Panel” on the left, where you enter in all the key information about this request

  3. Your “Chatter Feed" on the right, where all communication around this request happens

The “[Postcard] Information” tab is where you fill out all your collateral details. Double click any of the fields to edit, and don't forget to save your work!

​The “Listing Information" tab is an auto-feed of all the relevant information for the listing you have selected, if any.

The “Request Information” tab is mostly autofill sections to provide maximum transparency for you on this request. There, you can see information like who is working on your request, what the order status is and even the tracking number once your collateral is ordered.

What is Chatter

 

Chatter is the name for the internal messaging system within Maia. The best way to understand it is like a Facebook feed, or the comment section on your favorite publication.

To give you some examples, with Chatter we can handle all the back-and-forth of revisions on collateral requests, including uploading and sharing files, tagging relevant people, and receiving notifications.

We can also use it for large group communication. For example, we will use Chatter for the new version of the “Opt-In List” - Instead of a reply all email system, you can subscribe to the Chatter groups you want to be a part of (this is called BHS Community, for reference).

Chatter is located on almost every single request page, so you always have access to the people and information that are working on that request item.

Getting help on Maia with Instant Chat

 

​While automation makes everything easier, it doesn’t replace good ol’ fashioned human help! We want to make sure you have constant access to our team, wherever you are.

That’s where the chat function comes in. Across the entire site you will see the “Live Agent” instant chat feature (not to be confused with “Chatter”...).

Clicking on the tab will open a chat request with the admins from your office. Since the chat feature extends to mobile, you will have access to your support team any time you need it, whether in the office or on the fly.

That's all for this section! You can navigate to other helpful areas in the help center here: