The One Thing Customers Want From Your Customer Engagement Strategy

August 25th, 2015 | | Customer engagement, MindTouch

There are many words that get thrown around when it comes to what matters for a customer engagement strategy: fun, social, feedback, and so on and so forth. But there’s one word that doesn’t get used too often in connection with customer engagement: SME. (Okay, that’s really an acronym for a phrase, subject matter experts.) […]

Why IT Projects Fail Before They Even Start

August 20th, 2015 | | MindTouch, Product, Sales

It’s no secret that IT projects implementing new hardware or software in an organization is a difficult task—one that gets exponentially harder as the size of the company increases. A good project finishes on time and on-budget, but the majority drag on and exceed budget. The real problem is that, according to a 2012 McKinsey […]

A Beginner’s Mind Guide to Customer Engagement

August 18th, 2015 | | Content in Context, MindTouch, Thought Leadership

Take a deep breath and repeat with me: I don’t know, I don’t know, I don’t know. So many customer interactions begin with the words “I don’t know.” Not-knowing is what necessitates most support calls and chat sessions. “I don’t know” is usually a frustrating barrier to customers becoming product experts—especially when the one who […]

Understanding the Manufacturer’s Customer Service Trinity

August 13th, 2015 | | MindTouch

We talk a lot about customer success on this here blog, and as a result we end up talking about software (specifically, SaaS) companies a lot as well. But companies that don’t fall into the subscription economy—i.e. manufacturers—are taking note of how investing in a unified customer experience, from marketing all the way to renewal […]

What in the World Do You Do With All That Self-Service Traffic?

August 6th, 2015 | | Best Practices

So here’s the thing about creating an effective online, self-service channel—it’s going to attract more than your current customers looking for support. Transforming all of your how-to’s, FAQs, and user manuals into web-ready pages gives Google hundreds or thousands of new pages to serve up when consumers run a search.  These pages are especially good […]

MindTouch Product Release – August 6, 2015

August 6th, 2015 | | Product, release notes

LDAP / Active Directory Optimization When signing in to MindTouch using LDAP or Active Directory your users will now experience updated messaging that aims to help users who are incorrectly authenticating. New and Updated Documentation Blog: Is Your Company’s Customer Onboarding Program a Sinking Ship? Blog: Honey or Vinegar? Improving Your Domain Authority Through Product […]

Let Your Customers Tell You What Customer Success Looks Like

August 4th, 2015 | | Customer Success

I came across a blog post discussing the just-finished Summit on Technical Communications, and it noted how Summit attendees were reporting that end-user input was decreasing. Whether your end user is your employees or your customers, not getting feedback is detrimental to your business and to your customer’s success. Without feedback, you’re essentially creating all […]

Hiring Marketing Leader – San Diego

August 3rd, 2015 | | Jobs

Marketing Manager or Director of Marketing, San Diego, CA. MindTouch is changing the way companies deliver product help, self-service, field service and customer support enablement by turning these traditional cost centers into a revenue generator. MindTouch not only improves self-service, but increases sales and customer renewals (learn more about our approach). We are a fast-growing Software as a Service […]

Why Self-Service Goes Beyond Support

July 31st, 2015 | | MindTouch, Self-Service, Video

At MindTouch, we are looking to create a world where people can easily become product experts; a world where people don’t have to struggle to find the information they need to make smarter purchases; a world where support is a Google search away, and not a 30 minute phone call away.   Self-service impacts our […]

MindTouch Product Release – July 30, 2015

July 31st, 2015 | | MindTouch, Product, release notes

Feature Change for Article Feedback When leaving feedback for an article, the text box that expands after you rate a page or click “Leave feedback” will now scroll the window down so that your customers can see the whole feedback section. New Feature: Group Based CSS A new CSS class has been added to the […]

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