There are many Salesforce Service Cloud integrations available on the AppExchange. But, few are capable of generating as much direct value as MindTouch. It is a point of pride that we’ve been able to streamline our integration and on-boarding operations so well that customers, quite often, are productive from day one and are fully up and running within weeks.
So how does the MindTouch integration with Salesforce work?
It Starts With A Problem
Despite how intuitive and user-friendly a product is, customers will always find themselves stumped at one point or another. When this occurs, most customers will whip out their smartphone, Google their question, and attempt to self-serve. If the company’s help center is optimized for SEO, the customer should be able to find the information that they need relatively quickly. If it is not optimized, the customer would need to go to the company’s help center to mine for information.
Self-Service Help Center
Not all self-service solutions are created equally. Some are great, others barely function. The ones that do a good job effectively lead customers on a journey: starting from an easy search, surfacing content-rich, accurate articles, and then guiding customers to related articles. This promotes learning, resolves downstream issues, and creates an effortless experience. Most customers can complete their tasks through self-service. But, when they can’t – they head off to file a support ticket.
When a customer files a support ticket, often times, it’s because they couldn’t self-serve and find the information that they need. To save customers the hassle of dealing with a support agent, MindTouch surfaces knowledge articles to customers in real-time while they’re filling out the support ticket. By mining the site and surfacing information in this manner, we give customer a last-ditch opportunity to self-serve. If they find the information they’re looking for, we successfully deflected the ticket. If not, the ticket case is then shot over to Salesforce Service Cloud and our MindTouch integration.
Salesforce Service Cloud + MindTouch: How It Works
Now, a support ticket is shot over to Salesforce Service Cloud with a case number. The support agent is able to use the MindTouch Customer Insights to quickly overview a customer’s behavior before getting on a call (such as what articles the customers have read, how long they spent reading each article, what search queries they used, etc.)
This helps agents clearly identify the problem that the customer is experiencing, streamline the customer journey so the customer won’t need to repeat themselves, and ultimately provide a quicker, more effortless service experience.
Once the agent gets on a call with a customer, they can search for articles from their MindTouch powered help center directly in Salesforce Service Cloud. Then, they can link the case to a relevant knowledge article (that the customers have not read based on Customer Insights) and share the link directly. This is an extremely powerful technique because it drives customers back to the self-service help center which incentivizes them to continue to self-serve and learn.
Salesforce Service Cloud + MindTouch: Improving Self-Service Help
When there’s either no supporting documentation or only low-quality, inconsistent docs, support agents occasionally need to come up with new solutions. Instead of having to repeat this process multiple times (with different customers), agents can now use MindTouch to capture their solutions (or revisions) directly in Salesforce Service Cloud, submit it as a non-customer facing draft, and then shoot it back to the knowledge queue for editors to review. This not only improves agent efficiency (as they’ll never run into the same problem twice), but will also improve the self-service capabilities of your entire business.
In other words, the next customer that runs into a similar problem should be able to find the new (or improved) documentation and self-serve instead of having to contact support.
The MindTouch integration with Salesforce helps businesses deliver a more effortless experience for customers. If you’re not doing so already, you need to get this integration to help your business transform itself into a customer-success machine. Contact us directly @MindTouch for more information.