gotowebinarlogo

On Thursday July 31st and Friday August 1st, MindTouch will be hosting a live webinar workshop about Customer Success best practices, trends, and tactics. MindTouch CEO Aaron Fulkerson will share valuable data that we’ve obtained from Forrester Research, other customer success evangelists, and our own customers. In this webinar we will discuss best practices for retaining and upselling existing customers and for improving customer support while lowering costs. Sign up today! Space is Limited.

[WEBINAR] Customer Success: Accelerating User Adoption by Rapidly Creating Product Experts

Today’s customers expect brands to support them throughout the entire ownership lifecycle and will jump ship (and churn) if it takes too much effort to become a product expert. Building a Customer Success strategy requires a collaboration across many departments in your organization and a new way of thinking about how you deliver content to your customers.

Aaron Fulkerson, CEO of MindTouch, a provider of cloud based customer success software, will explore how leading businesses including, Intuit, Success Factors, Salesforce Verizon, MakerBot and RSA Security, Zuora, Pentaho, RichRelevance deliver higher quality service to their customers, lower the barriers to success, and increase brand advocacy. You will leave this session with solutions and actionable next steps for achieving success in this new era of customer engagement.

sign-up-button-png-i2

happy-customer

It’s no surprise that the customer service industry is in the process of a major shift. But with the rise of customer success, we can no longer embrace the strategies of the past. The evolution of customer service necessitates a new playbook and businesses, regardless of department, need to adapt to these tactics – fast.

4 Steps to Build a More Loyal Customer Base

The idea for customer success grew out of the subscription economy. In the past, it didn’t really matter if a customer was successful with a product or not. It was all about selling as most businesses were not subscription based. Therefore, once you got a customer through the door, they were stuck using that product for a couple of years. By the time they were ready to repurchase, the technology would have evolved significantly and not have been the same.

Things have clearly changed. Most businesses have transitioned to a subscription model. This means that if they cannot get their customers to succeed at using their product, they will churn. Customer service, in particular customer success,has become the new way to sell and build brand loyalty. Below, we have included four simple steps to build a more loyal customer base.

Identify Who Your Customers Are

The benefit of being able to identify who your customers are isn’t so much for competitive analysis, but rather it’s a great method to help you create a targeted, useful engagement strategy. By knowing your customers, you will be able to capture unique use cases, clearly define their journey from their first touch point to the very end of their lifecycle, and streamline.

customer-loyaltyThis will help you better understand what your customers’ use cases are and clearly define their journey from the first touchpoint to the very end of their lifecycle.

Streamline Channels: It’s Not What You Have, But What You Do With It

Omni-channel is both a blessing and a curse. According to research conducted by the Corporate Executive Board, “84% of customers value ease over choice of channel.” In other words, though customers expect to be able to interact with companies across multiple channels, they care far more about the ease of their customer journey than they do about whether they have chat options, forums, or virtual agents. Customers want to get from point A to point B in the quickest, most effortless way possible. Therefore, businesses should care less about the quantity of their service channels, but rather more about the quality.

Reduce Effort: Determine What Your Customers Want

Customers don’t start a support interaction for no reason. It always begins with a problem. Therefore, the earlier you are able to identify and fully resolve their problem, the less effort your customers will exert. And the less effort that’s exerted, the happier your customers will be and more likely they will be loyal and promote your brand.

Deliver

Don’t make false claims. If your customers don’t trust you, they will be less willing to invest their time in learning how to use your product which will ultimately result in higher churn. The Harvard Business Review states that customers are 4x as likely to leave a support interaction disloyal than loyal. Therefore, it is of highest importance to deliver high-quality, self-service content to customers so that they can quickly resolve their needs.

MindTouch provides multiple ways to gather feedback from your users and strives to improve this experience so that the feedback provided is actionable and easy to manage. With this in mind, I’d like to announce some upcoming changes and new MindTouch features (available today).

New Feature

feedback

Courtesy of cogdog on Flickr

Social Discussion

You can now integrate with 3rd party comments and threaded discussion tools like Disqus to add social discussion to your MindTouch articles. When you add Social Discussion to MindTouch, you’ll get the following features:

  • Threaded discussion
  • Moderated discussions through advanced dashboards
  • Spam filters
  • Social login for commenting
  • Rich media support in the comment
  • Notifications of new comments
  • and more!

Read more about setting up Social Discussion in our Best Practices doc.

Upcoming Product changes

To make it easy to capture feedback, we will be transforming the structure of comments at the bottom of your articles on your MindTouch powered site into new, flexible feedback forms. The goal of this is to enable you to add individual, targeted questions in the feedback form so that you can capture higher quality responses to your article. When a user fills out this new feedback form, it will be sent to you via email or will be logged in your CRM to align with a feedback triage workflow.

Once we implement this new change, the comments that currently exist at the bottom of your article will cease to exist on your MindTouch powered site. We plan on making this change in approximately 7 months so if you have any processes based upon the old comment mechanism, you’ll have plenty of time to adjust and adapt to the new feedback experience. If you still wish to make discussion available on your articles, you can leverage the new Social Discussion functionality and take advantage of all of its great features.

If you have any questions or feedback about this change, please don’t hesitate to email us directly at: [email protected].

finger-pointing

Collaboration models are essential for customer success but require stringent internal controls to hold authors accountable for their work.

This accountability is what keeps the content in a self-service, help center tight, targeted, and focused so that it will consistently meet and fulfill customer expectations. The newly released Site and Page History gives content managers superior control over their MindTouch-powered help center. This increases user accountability, enables real-time oversight, and enforces site security.

The Oldies

In the past, the Site History and Page History only recorded changes made directly to the content. Businesses, at the time, could only overview the content changes that were made, identify who made the changes, and when the change was made.

By being able to compare revisions side by side, content managers were able to revert and undo changes to reflect a previous version, track how their content was evolving, and see who their content contributors are.

sitehistoryThe New

The new Site and Page History is built on an entirely new database and it captures every single action that takes place on a MindTouch powered site.

You can see changes in tags, file attachments, permission levels, when a page went private/public…and more. Not a single action can take place without being captured and displayed in the MindTouch site and page history dashboard.  

 

The Value of the New Site and Page History is that:

  • there’s increased security. Content managers can easily monitor everything that happens on their site. Because there is an audit trail, all interactions are captured and there’s no speculation.
  • content managers can validate the changes that have occurred in their system to ensure that no useful information has been lost.
  • content managers can enforce accountability as they can monitor what each contributor is doing and see changes have occurred on an individual page.
  • it offers peace of mind to content managers as they’ll know every single action that has taken place on the site and will be able to revert back to a previous state in the case of an emergency.

Conclusion:

If you haven’t used the Site History and Page History tools yet on MindTouch, we would highly recommend that you give it a try. These tools will amplify your company’s ability to monitor, track, and manage content knowledge in a collaborative environment. Businesses will now be able to overview their entire knowledge layer, pinpoint weaknesses, and make quick, actionable decisions in real time.

Bug Fixes for all Site Visitors

  • The cursor did not change to a ‘clickable’ icon when hovering over sortable table column headers. The table columns could still be sorted, but it wasn’t visually apparent.
  • Loading an invalid Content ID in a contextual help window displays an error page instead of simply redirecting back to the home page. The latter, desired behavior is what also occurs when loading invalid Content ID’s in the full website experience.
  • An HTTP 500 Internal Server Error was displayed to an anonymous site visitor trying to access a site’s sitemap (ex: http://mysite.mindtouch.us/sitemap.xml). The correct HTTP 403 Forbidden error code is now returned.

Security Improvements for all Site Visitors

  • Brute force login protection has been enabled for all sites that use MindTouch’s login page (no Single Sign On). After 10 failed login attempts the user account will be locked and require the Site Administrator to unlock it. This threshold can be increased or decreased per site by contacting MindTouch Support.

New MindTouch Documentation

New MindTouch Training Video

Interested in becoming a guest contributor for the MindTouch blog?

With more than 11,000 page views per month, the MindTouch blog is a great platform for engaging conversation around the future of customer success and business trends for fast-growing, innovative companies. 

Check out our program overview and start sending your blog ideas over today!

 

What is MindTouch?

MindTouch, Inc is a provider of cloud based customer success software. MindTouch is transforming how all businesses drive customer success by empowering them to author, capture and serve knowledge to their customers in new ways and by creating insight from customers’ behavior.  MindTouch creates shorter sales cycles, increases organic site traffic, and turns new users into experts and brand advocates.

MindTouch is used by millions of people every day. Industry leaders like Intuit, Paypal, Remington, Hewlett-Packard, Verizon, SAP, Zuora, MakerBot and RSA Security rely on MindTouch to support their customers’ success.

 

logo_salesforce

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.

Ticket DeflectionSelf-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.

Ticket Deflection

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.)customer_insights

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.

Conclusion

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.

logo_salesforce

Truth is, every single customer interaction should not only generate value for the customer, but also for the company as a whole. This is why omni-channel customer success solutions – like MindTouch – are in high demand.

The number of customer touchpoints have increased steadily over the past couple of years. And though self-service is still the most popular, it is not a stand-alone solution. Modern customer success organizations (many of whom use Salesforce Service Cloud)  still need to engage with customers when a problem escalates and/or to resolve a complex issue.

By creating a system that captures insights and data from all channels, companies can strategically optimize their self-service capabilities to better engage customers. This will help them identify customer pain points, streamline channel switching, and identify weaknesses in their self-service help center. In effect, customers will be able to self-serve more effectively.

So what should you do when you’re thinking about creating an omni-channel customer success engagement center? We’ve put together a simple checklist combining features from both MindTouch and its Salesforce Service Cloud integration to help you and your customers succeed.

Get a 360 view of your customer.

Determine what their goals are.

Track from their first interaction all the way through their entire lifecycle.

Streamline channel switching to reduce customer effort during their journey.

Offer real-time analytics and insights.

Listen and respond to feedback.

Have subject matter experts contribute content.

Capture and reuse solutions so agents won’t be asked the same question twice.

Create a publishing workflow to maintain the quality, consistency, and security for your docs.

By understanding what your customers’ goals are, what content they’ve already read, and what queries they’ve searched for, etc. you can reduce customer effort and incentivize learning.

webinar_mindtouch_logo

On Thursday July 17th and Friday July 18th, MindTouch hosted a live webinar workshop about Customer Success best practices, trends, and tactics. MindTouch CEO Aaron Fulkerson shared valuable data from Forrester Research, other customer success evangelists, and our own customers. Due to high demand from our viewers, we agreed to share our presentation:

Customer Success: Accelerating User Adoption by Rapidly Creating Product Experts

Today’s customers expect brands to support them throughout the entire ownership lifecycle and will jump ship (and churn) if it takes too much effort to become a product expert. Building a Customer Success strategy requires a collaboration across many departments in your organization and a new way of thinking about how you deliver content to your customers.

Aaron Fulkerson, CEO of MindTouch, a provider of cloud based customer success software, will explore how leading businesses including, Intuit, Success Factors, Salesforce Verizon, MakerBot and RSA Security, Zuora, Pentaho, RichRelevance deliver higher quality service to their customers, lower the barriers to success, and increase brand advocacy. You will leave this session with solutions and actionable next steps for achieving success in this new era of customer engagement.

purple

Matt Atherton is the Owner of purpleplanet – Software Solutions, a Germany-based web solutions company. purpleplanet has been working with MindTouch since 2012 and has proven to be an effective and reliable resource for design, site branding and creation and implementation of custom widgets. 

In this blog post, I’d like to reveal some tricks and tips for enhancing your MindTouch pages using effective styling, pre-defined MindTouch widgets and some basic DekiScript.

To start us off, we’re going to focus on adding a box to the top of an article that contains information about the page author and some basic statistics about the article itself. Here’s the result we’re aiming for:

purple_planet

As you can see, the new box incorporates:

  • Page Author – which can be linked to an email address, LinkedIn page, etc.
  • Job Title and Company – with a link to the company’s homepage
  • Page Views
  • Page Updates
  • Page Votes

The method for creating this new “widget” is two-fold.

Building the Template

First, we need to create the template that gathers all this information together. To do this, navigate to your site Templates and create a new template with this path:

http://www.mysite.com/Template:Custom/Views/Author

Once your new template page is in place, you need to create a Dekiscript block, in order to add the variables required for the elements of our new widget. To do this, first “Edit” the template page, then choose “DekiScript” from the “Styles” drop-down. Make sure the following code is added inside the red-bordered DekiScript area:

code0

Now that we have these variables declared, we can define the structure of the widget beginning with the author information. This should also be contained inside the DekiScript area we just created, below the variables we added in the first step:

code1

Finally, we add in the statistics counters, which will sit on the right side of the widget. Here’s our final DekiScript block:

code2

code3

Now that we have the correct information coming through, the final stage of the template build is to style the elements. Beneath the DekiScript block, inside the new Author template, add a blue-bordered CSS block (Styles -> CSS) and paste in the following CSS:

code4

Stage two of the process is to call this template into place on a page. This requires a list of values to fill the variables which will then be passed into the template as arguments. Open the page where you wish to add the author widget and add the following code inside a DekiScript block at the top of your page:

code5

The values here will need to be amended for each page you add this widget to. If you leave the ‘name’, ‘companyname’, or ‘companyurl’ out of this argument list, the values will be automatically added, as follows:

  • name: the name of the page Author stored in MindTouch
  • companyname: the site name in the Configuration of your MindTouch site
  • companyurl: the URL of your MindTouch site

For more information on branding, please head over to the MindTouch Customer Success Center.