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Due to the holiday’s alignment with our regular release days, this is our final release of 2014.  I would like to extend my sincerest thanks for your continued support and input. 2015 is sure to be an exciting year for our product, we’re eager to reveal our latest work.  The first release of 2015 will be on January 8th.
Everyone here at MindTouch wishes you a happy holidays and a fantastic New Year!

MindTouch Sales Cloud Integration

  • The MindTouch Salesforce Sales Cloud Integration has been added to the Mindtouch > Salesforce package.  For more information about integrating your deployment with Salesforce please contact us.

Feature Optimization for Genius Search

  • When adding a classification filter to your search, the URI will now have a parameter appended to it. This creates the ability to share and bookmark search results.

Feature Optimization for Restrict Access

  • Our page restriction interface, where you set page permissions and user grants, has been updated to provide a more clear and intuitive layout. It has now been split into two sections: page restrictions and user/group permissions.

Bug Fix for all MindTouch 4 users.

Bug Fix for Site Administrators

  • When deactivating or removing a user from a group, the event spinner would continuously spin if there were no other users to be displayed.
  • If an article had the ‘&’ or ‘%’ symbol in its title, it would not show the article’s full URL in the feedback e-mail. Instead it would just give you the site URL. This issue has been resolved so you now see the appropriate URI.
  • The feedback e-mail would encode certain symbols in the user’s feedback section. It will now display all special characters correctly.

Bug Fix for Content Managers

  • When comparing article modifications, the revision dates would show the site’s time zone rather than the user’s time zone. We have modified the interface to now display the date according to the user’s time zone.
  • The page path dialog in the Page Classification Manager would only show the homepage, you would have to double-click it in order to view its children. It will now automatically display all the immediate children to your homepage.

Bug Fix for Authors

  • The help link in Page Settings would shift down when you hovered over it, making it difficult to click.
  • You would receive a generic error message when either a file was unsuccessfully attached or you tried to attach a malicious file (.html, .exe…) without the proper permissions.
  • Closing out the progress dialog while uploading a page thumbnail resulted in the attachment still being attached. We are removing the close button as you can delete the thumbnail immediately after it is attached.
  • An updated file’s history would show the upload time set to -0 GMT. It will now display the date according to the user’s time zone.

Known Issue

  • In order to save you time, we migrated all overviews that did not have any scripting in them to the new Page Settings. If you view the page’s history or site’s history you will see that “Anonymous User” has updated the overviews.

New and Updated Documentation

Launch

MindTouch receives a lot of positive feedback from customers about our technology and our Customer Success program (included with every license). Most of our new customers come to us inbound from referrals other customers or returning customers that have changed companies. Our current Net Promoter Score (NPS) is 87% and our trailing NPS average this year is 71%, which puts us ahead of the best brands in software. We do a poor job of sharing our customers’ success stories though. We tend to take these for granted because we obsess about how we can improve and serve the market and our customers better, but also I think it’s because we’ve just grown accustomed to customers literally professing their love for our product.

Whenever we receive these glowing reviews from customers it always fills me with pride and emotion. In 2010 we began our mission to change how companies drive user adoption and customer success. We also set our company goals as follows:

  1. Deliver a product that users love so much they recommend it to their friends and colleagues.
  2. Create a culture that attracts smart, hard-working people who want to do great work.

When I read feedback like this following email from our customer Newmar it’s hard not to swell with pride and get a little emotional. I realize the following is a long read, but the author touches every single department at MindTouch. The Newmar use of MindTouch has afforded the company press attention and is actually shaking up their industry.

newmar logoIn the last 20+ years I have implemented dozens of enterprise applications/services with a myriad of providers across many industries.  Looking back on those projects, once I get past the shiver that comes from the rush of bad memories — cold pizza, late nights at the office, burnt coffee [yuck!], the line of angry users at my office door, and the feeling of “rush, rush, rush” — there are only a handful I can recall that “weren’t so bad.”  It seems that no matter how hard we tried to plan for everything there was usually something we [my teams and/or the vendor's] completely missed that put us in a pickle at the last moment.  Now, my first thought as I look forward to any implementation is usually, “How much worse could this one be?”  To be honest, that went through my mind when we signed the contract with MindTouch… but I could not have been more wrong!

What sets MindTouch apart from all of the other implementations I’ve been involved in?  Is it the people?  Not exactly.  I mean, of course they’re all polite and intelligent, but they aren’t really the defining factor.  Is it the product?  Not really.  Oh, it’s a great product, but that really isn’t the difference maker either.  Is it how much the people know about the product?  While there’s no doubt that everyone I’ve interacted with knows a lot about their product, that isn’t what makes the MindTouch implementation stand out from all of the others I’ve been involved in.  What really sets MindTouch apart from other providers I’ve worked with is that the people who know so much about the product also understand how their customers actually use the product.  That had a profound impact on our setup, configuration, implementation, and rollout.

During the sales process our rep, Tim O’Brien, earned our business with all the demos, Q&A emails and phone calls, and his patient persistence!  He was able to provide insight and examples of different ways that other companies use MindTouch.  One of the most refreshing things that he demonstrated is that MindTouch doesn’t expect everyone to use their product exactly the same way!

Once we signed our contract we moved into the on-boarding process, which was practically the easiest part of the whole thing.  It was unbelievable to see that all of their checklists and documentation for setting up our site was openly available on the MindTouch customer success website.  Having access to that information during the sales process allowed us to see what was coming and what to expect along the way.  Beyond the documentation, though, our Implementation Manager, Shannon Gearing, guided us by making sure that we understood what we needed to do and how to use the product to accomplish the task at hand.  Whether we were following the process for standard functionality or delving into a question/feature/use-case for our specific implementation needs, Shannon would walk us through a hands-on demo or facilitate a meeting with a subject matter expert to be sure we were well-trained.  By the time we were finished with the training we were well “on board” with MindTouch.  But our interaction with Shannon didn’t stop there.

Even after completing the training portion of the Onboarding Process, I have continued to receive some check-in and follow-up emails from our Implementation Manager.  Talk about a surprise!  Not only did she take notes during our many meetings and phone calls, but I wonder if she didn’t memorize the transcriptions!  Of course, I’m [mostly] kidding about the memorization, but the level of detail that she includes in such correspondence certainly shows that she pays close attention to what we’re saying.  For example, we had multiple, phased rollouts lined up for our implementation.  Shannon emailed me in plenty of time before a couple of them to check on our status/progress, remind me of a couple details that early on I had mentioned we would want in place before those specific rollouts, and even assisted getting some of those things coordinated.  Oh, yes, the on-boarding process assured our success because MindTouch made sure that they understood what we wanted out of the product, saw to it that we were equipped to make it happen, then they went the extra distance to follow up and check in on our progress.  We were never just left to make it on our own after training, and that’s reassuring.Loyalty_RVs

I can’t talk about a successful sales and on-boarding process without also mentioning the pleasant, timely, and very helpful assistance I’ve received from Customer Support.  Will Dobbs and Tom Charland have both provided very thorough front-line support.  They have answered several questions and helped troubleshoot some things with me.  I have also quickly come to count on Ben Ratajesak as a valuable resource for some of the deeper functionality/programming concepts of the product!  There have been occasions where my questions/incidents have been escalated to Ben and he’s known the answer right off the top of his head, and there have also been a couple times that he has gone further up stream to find an answer for me.  All in all, the Customer Support team has been very timely, responsive, and helpful.  As if all of that isn’t enough, though, I’ve even received some personal follow-up messages from the VP of ‘Customer Success’, Damien Howley.  Of course, anyone would expect an executive in that area to be polite and courteous when dealing with a customer, but aside from that what I have seen is that Damien rolls up his sleeves and gets directly involved.  I’m sure that some of the things he’s communicated with me about could have been left for others in his team to take care of, but the fact that he handled them personally is a characteristic I admire.  That’s something I look for in the leadership of the companies I choose to do business with because it speaks volumes about the culture of the organization.

I was told up front about the ways that MindTouch interacts with its customers to be sure they are happy and getting the most out of the product, but I never expected the experience to be this good!  Everyone I’ve had the privilege of coming into contact with at MindTouch has consistently proven this and reinforced the fact that I made the right choice with MindTouch.  I’ve never had such a pleasant overall experience with a product, and I’m looking forward to our future success with this partnership.”

Tim Bergman, Business Analyst at Newmar

As I’ve said before, at MindTouch the last S in SaaS doesn’t just mean hosting, scaling and maintaining our software. When we tell you we have a mature and valuable customer success program we’ve developed over the years by engaging thousands of companies we mean it. When we say that our customers are partners; we mean this sincerely too. In short, MindTouch is fanatical about our customers’ success. Whether you are Accenture, PayPal, Docker, Newmar RV, or a 20 person startup, you receive the same care and attention.

We’re finishing this year strong, putting in some pretty great features into your hands.  These features wouldn’t be here if it wasn’t for the important feedback we received from you all.  So on behalf of MindTouch I’d like to thank you all for your help.  We are ecstatic that these tools can be used to kick off a great 2015 for all MindTouch 4 customers!  Due to the day of the week the holidays fall on this year our last release of 2014 will be next week, December 18th.  The following release will be on January 8th.

Genius Search has been Enabled on all MindTouch 4 Deployments!GeniusSearch

The Page Settings Editor has been Enabled on all MindTouch 4 Deployments!

  • The brand new page settings editor will be enabled for all MindTouch 4 deployments.  This will replace the requirement of adding an “Overview” header to an article.  The tool will make it easier than ever to add summaries and thumbnails to a page. Page summaries are an important part of a user’s search and navigation experience while thumbnails are used to add category images and thumbnails to the GeniusSearch Carousel. You can read all about the page settings editor at the MindTouch Success Center.

Page Settings

Feature Change for MindTouch 4 Authors

  • The new page gallery, a dialog that appears after clicking new page, has changed it’s styling for a cleaner interface and optimized performance.

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F1 Contextual Help Feature Optimization

  • In order to ensure success for the MindTouch deployments, we held the release of the improved F1 Contextual Help to December 11th. Your F1 Contextual Help has been restructured to load faster, more efficiently, and also supports custom CSS via the Control Panel Configuration section. MindTouch F1 allows you to instantly add a contextual help system to your web applications. You will not see any changes in the way you embed F1 or use it on your MindTouch deployment other than the increased speed and support for the site’s custom CSS.

Bug Fix for GeniusSearch

  • Hitting enter after inputting a second query would expand/collapse the GeniusSearch classification filter window.
  • After searching a second time on your FireFox browser, the GeniusSearch category carousel would take a little longer to load compared to other browsers.

New GeniusSearch Classification Filter Permissions

  • The classification filter option will not display for community or anonymous (not-logged in users) if no custom classifications are set. It will also not display for all users if no search results are returned.
  • The classification filter option will also display “Article” and “Stage” classifications for site administrators.

Verbiage Change in User Management

  • For a more accurate depiction, the “Last Active” column has now changed to “Last Login” as it tracks the user’s last log-in. Depending on activity, a user can remain logged in for longer than a day so this will clear up any confusion.

Bug Fix for Authors

  • Additional html styling would be added to formatted text that was highlighted and dragged to another area in the editor.
  • You will now be able to copy tables from one article to another while maintaining table formatting. Before you could see some skewing of the table’s size when pasting into another article.
  • Previously, you could not drag and drop an image into the editor upon article creation. You would have to save and re-edit the page in order to add an image. Now you can drag and drop images into an article before saving.
  • Copying a page with two backslashes in the title would create a new page after the second backslash.
  • A load indicator will display when exporting articles. When exporting a large amount of articles it may take a little time for the event to finish and this will help display that the event is still processing.

New Set of Help Links for MindTouch 4

  • Another installment of help icons have been provided in the MindTouch 4 product. These icons will display on certain pages and when clicked will display an F1 Contextual Help window with relevant information on that area of MindTouch 4. Help icons will only be visible to pro-members. You will find these new links at the following locations:
    • Restrict Access
    • The Site Activity, Community Scoring, Content Aging, Search, and Usage reports
    • Print Book
    • The video dialog in the editor

Known Issue

  • In order to save you time, we migrated all overviews that did not have any scripting in them to the new Page Settings.  If you view the page’s history or site’s history you will see that “Anonymous User” has updated the overviews.  Do not fear, it is just MindTouch making you more successful!

New and Recently Updated MindTouch Documentation

New Features in the Upcoming Release December 11, 2014

  1. GeniusSearch
  1. ​The Page Settings Editor will be Enabled on all MindTouch 4 Deployments
  • The brand new page settings editor will be enabled for all MindTouch 4 deployments. This will make it easier than ever to add summaries and thumbnails to a page.  This will replace the requirement of adding an “Overview” header to an article.  Page summaries are an important part of a user’s search and navigation experience while thumbnails are used to add category images and thumbnails the GeniusSearch Carousel. You can read all about the page settings editor at the MindTouch Success Center.
  1. Feature Change for MindTouch 4 Authors
  • The new page gallery, a dialog that appears after clicking new page, has changed it’s styling for a cleaner interface and optimized performance.

F1 Contextual Help Feature Optimization

  • Your F1 Contextual Help has been restructured to load faster, more efficiently, and also support custom CSS via the Control Panel Configuration section. MindTouch F1 allows you to instantly add a contextual help system to your web applications. You will not see any changes in the way you embed F1 or use it on your MindTouch deployment other than the increased speed and support for the site’s custom CSS.

Wordage Change for Light Speed Framework

  • The term “Topic Guide” referring to article type will change to “Guide” for a more clear understanding of the classification.

Bug Fixes for Genius Search

  • Previously, a loading wheel appeared on the first search. You will now see a loading wheel appear on any subsequent searches until the search results populate.
  • The contact support button would flash as the GeniusSearch page loaded, it will now only appear after a query is entered.

Feature Change: Self Service SAML SSO Configuration

  • Site Administrators will now be able to configure the integration between your MindTouch site and your SAML 2.0 Identity Provider. SAML stands for Security Assertion Markup Language, it is an industry-standard way to secure your MindTouch deployment to exchange user authentication and authorization data. Documentation and help will always be accessible at the MindTouch Success Center.

Feature Optimization: Link Picker Hierarchy system

  • Our link picker has been re-styled and optimized. The link picker is used to quickly find articles on your site when adding guide links, linking an article to a content id, and setting a filter path in the Classification Manager.

Bug Fix for Authors

  • Authors will now be able to exit out of custom formatted text so long as the custom format has the div style “wrap:true”.
  • The editor would drop to the bottom of the article when switching from WYSIWYG to Source view on the Chrome browser.

Bug Fix for PrintBook

  • The border in the “Browse for pages” section would expand as you hovered over articles using Internet Explorer 9.

Known Issue

  • The Page Classification Manager path filter will only show the “Home” path of your site rather than displaying the hierarchy.  In order to expand the hierarchy to select a path you’d like to filter down to you will need to double click the “Home” link.

The New Article Feedback Has Arrived!

  • The new article feedback feature will be released across all MindTouch 4 sites on November 20, 2014. It will continue to only show for articles with “Topic”, “Reference”, or “How-To” article types unless otherwise specified with your Site CSS Configurations. It has already been implemented at MindTouch Success. This feature will give users the option to leave feedback whether or not they rate the article. You can read more about it in our new Article Feedback and Rating document.

GoodFeedback

Bug Fix for Site Administrators

  • The support link in the Control Panel is now linked to MindTouch Success. Any questions you have regarding the Control Panel or anything in the MindTouch product can be found there.

Bug Fix for Authors

  • Pasting formatted text within another block of formatted text would not preserve spacing (tabbing). For example, if you had a block of DekiScript you copied and wanted to add it to another block of DekiScript, the spacing would not be preserved.
  • Some browsers’ security permissions wouldn’t allow an author to use the cut and copy buttons. We have now enabled the editor’s cut and copy buttons to adhere to the browser’s default permission settings.

Bug Fix for GeniusSearch Classification Filters

  • The classification filter’s width would change if the number of categories or guide pages in the GeniusSearch carousel dropped.  The classification filter’s width will now remain fixed and independent of the GeniusSearch carousel.

New Feature: Notification Banner for Unsupported Internet Explorer Browser Usage

  • A banner will now appear if you visit a MindTouch via an unsupported browser. For example, running Internet Explorer 7 or using Compatibility Mode. The messaging will detail why this message is appearing and what the user can do to enhance their experience with MindTouch software. To learn more about the MindTouch support scope please see our browser support article.

New and Recently Updated MindTouch Documentation

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The company website—it’s the double edged sword of modern business. On the one hand, it’s the most easily accessible and most public face of your company. Even more than that, businesses that lack a website (or a mobile-optimized version of their website) are generally considered old-fashioned and irrelevant, and thus end up driving away a large portion of their potential customer base. On the other hand, a website that is badly designed—whether functionally, aesthetically, organizationally, etc.—may be as dangerous to the success of an organization as no site at all.

It may seem like a paradox (you’re doomed if you do, and you’re doomed if you don’t), but it is in fact merely a case of having to walk a razor-thin line. Creating a website that will draw visitors and drive sales takes effort, time, and money, but it is possible. And besides, it sure the beats the alternatives.

Here are seven tips to help you create a company website that will leave your customers clicking for more.

1. Provide value

If you believe in your business, then you must also already believe that you’re offering something of value to your customers. However, today’s internet users are often a skeptical bunch. They’re not going to want to take their chances with your business without some proof that they’ll be getting what they expect. So, be the first to extend the hand of goodwill, and offer free trials, special gifts, and new-customer discounts wherever possible.

You might also consider holding a contest or a giveaway. Beyond that, branch out by providing useful or entertaining content in association with your brand. A company blog is an obvious place to do this, but don’t discount social media sites such as Facebook, Twitter, Pinterest, etc. After all, 33% of consumers now use social media to discover new brands, websites, and products. That means if you can create content that viewers will want to share (such as an informative of funny video), then you’ll be able sit back while your audience does your site marketing for you.

In fact, website conversion rates are nearly six-times higher for organizations that rely on content marketing. By providing value, and not demanding anything in return, your organization will quickly develop a following, and that following will build off of itself.

Chat feature

2. Offer to help

You probably know your business frontwards and backwards, so to you, what you’re offering may seem obvious. But spend a moment to disconnect yourself from the bias you have as a professional in your field, and take an objective look at your site. Will visitors that don’t have your background be able to quickly and easily comprehend the points that your site is trying to get across?

No matter what you’re offering, there’s a good chance that some of your visitors are going to get confused or run into hurdles along the way. Don’t leave them to their own devices; instead, offer some assistance. By incorporating a live chat feature that will connect visitors with a friendly and knowledgeable representative at any time, day or night, you’ll be letting your potential customers know that they needn’t be confused. Is this generally appreciated? You bet it is.

According to a study by Forrester Research, 44% of online customers identify the ability to have questions answered by a live person during a transaction as the most important feature that a site can offer. Of course, there are those who would rather not speak (or type) with a real live person. For these individuals, a helpful ‘Troubleshooting,’ or ‘Frequently Asked Questions (FAQ)’ section may be exactly what your site needs to keep visitors from bouncing away in frustration.

3. Become website literate

It has been said that every great writer is also a great reader. That may or may not be true, but there is certainly something valid about the point that it is being presented: If you want to be good at something, familiarize yourself with the works of others who are good at it. While designing your site, get out there onto the web and explore. See what other organizations have done with their sites, and take note—from the perspective of a visitor and potential client—of what works and what doesn’t.

‘Read-up’ on what successful sites are doing, and then consider implementing traits from those pages on your own site. Of course, before you do so, you’ll need to understand your audience, otherwise you may end up with site features that are completely inappropriate for you target demographic—which brings us to our next point…

Google keyword tool4. Know your audience

Of course, all of these tips are purely academic if you don’t understand the circumstances and desires of your market. After all, you won’t be able to help your customers if you don’t have any idea what it is that they want. Social media is a great place to start. By keeping an eye on the interests and comments posted by your target audience, you’ll gain a sense of what they care about. Likewise, fun surveys and quizzes tend to do well across most social media platforms, and can yield invaluable demographic data. Of course, for more specific numbers, you’ll need to delve into analytics.

Programs such as Google Keywords make it possible to determine how often general keywords and phrases are being searched, and where these searches are occurring. Website analytics will also help you determine which search terms are leading to your page, and as well as which of the pages on your site are getting the most traffic. And lest you forget the low-hanging fruit, be sure to provide multiple venues for visitor-feedback across the site itself.

5. Get an eye for design

If your idea of a good-looking site is one featuring large blocks of text, high-contrast colors, and spinning GIFs, then you need to join the new millennium. Modern sites are generally clean and crisp, and rely heavily on the elements of design. As such, your best bet is to pay for the services of a professional (and proven) designer, and to allow them the freedom to make your site look as appealing as possible.

Of course, if professional design isn’t in your budget, you may end up having to do the designing yourself, or at least in-house. And while we don’t have the space here today to provide a comprehensive course on web design, we will fill you in on the three most important design elements for web sites: space, color, and typography.

Space allows you to direct the flow of the site, in essence directing visitors along the path that you have predetermined. By keeping the pages from becoming ‘cluttered’ or ‘busy,’ you’ll be able to have a site that is easy to navigate and to understand.

Color may seem unimportant in the grand scheme of things, but the reality is that there are few design elements as closely tied to meaning and emotion as color. When dealing with colors, try to adopt a ‘less-is-more’ attitude, and to choose colors that not only complement each other, but that also work well with your logo and brand.

Typography may be the most difficult of the three principles, perhaps because it seems so simple. Too many designers pick a font style on a whim, either because they’re in a hurry, or because they want something that looks unique. But when it comes to typography, the best advice that we can give is don’t get fancy. Choose a typeface that is simple and unassuming, and one that will be easy to read no matter the font size or the amount of text. Also, keep your overall number of different fonts down to two or three, even in headings and titles.

GeniusSearch6. Focus on navigability

Proper design may assist in the navigability of your site, but without specific tools designed to help your customer find the information they need fast, it will only get you so far. Visitors to your site don’t want to have to spend hours—or even minutes—tracking down a specific page. And if they feel as though your site is wasting their time, they’ll just click on that ‘back’ button and try their luck elsewhere.

Intuitive menu controls and organization are a start, but to really get things going, you’ll need a built-in, site-wide search function. These operate in much the same way as other internet search engines, in that they rely on keywords and phrases to locate the most relevant page results. The difference is that they limit their results only to pages located on the site in question.

Search barTools exist that take it a step further. For example, MindTouch GeniusSearch is a search tool that organizes results into easy-to understand branches of related pages, so that they don’t have to continue refining their search parameters in order to figure out exactly how your website works.

7. Keep purchasing simple

When you get right down to it, your website exists for one purpose: to drive revenue. So, why in the world would you want you site’s checkout process to be anything other than simple? Well, there are number of reasons that businesses cite to defend their complicated online checkout processes: They want to gather more customer information for marketing purposes. They want to take things step by step so as not to scare customers away. They want to provide a lot of different options so that customers can get exactly what they want. But, worthy intentions aside, an overly-complicated process will often result in an abandoned transaction and a lost sale.

Simplify the ordeal by first eliminating requests for personal information. Stick with only what you need to ensure that the process can be completed and the item be shipped—anything more than that will leave customers feeling uneasy. Holding their transaction ransom until the customer agrees to give up personal data is a poor way to drive business, and even those customers who decide to go through with the transaction will most likely resent you for it.

Next, see where you could possibly reduce the steps leading to the ‘Order Complete” page. The checkout process should include a place to enter pertinent billing information, a review of the purchase and shipping information, and then a reassurance that the order has been completed successfully (along with a link to an e-receipt). Beyond that, every additional step is just another opportunity for your buyers to change their minds.

Above all, keep the checkout process intuitive. If your audience needs detailed instructions in order to finalize the purchase, you’re going to find fewer and fewer customers making it all the way to the end. And, given that retailers lose on average $18 billion annually as a result of online order abandonment, customers who give up on purchases are no laughing matter.

About the author: Cameron Johnson is a business consultant and social media expert. Over the course of his career he has conducted case studies on both social media optimization and non-profit marketing. Cameron has also had the opportunity to speak at international marketing conferences and was recently recognized as one of the world’s top 100 advertising experts to follow on social media.

 

New Feedback Feature Release Date: November 20, 2014

  • The new article feedback feature will be released across all MindTouch 4 sites on November 20, 2014. It will continue to only show for articles with “Topic”, “Reference”, or “How-To” article types. It has already been implemented at MindTouch Success. This feature will give users the option to leave feedback whether or not they rate the article. You can read more about it in our new “Article Feedback and Rating” document.

GoodFeedback

New Feature Optimization for GeniusSearch

  • Thanks to important feedback from MindTouch users, we have now implemented search filtering by classification. This includes custom classifications. We are excited to implement a feature never before used with any MindTouch search engine.  We are still working on this optimization and there will be additional refinement in this.  Any feedback is appreciated, please contact MindTouch Support with any feedback you may have.

GSfilter

Feature Optimization for PDFsExportPDF

  • When generating a PDF and it’s children, the PDF dialog will now display a message if it cannot complete the PDF generation due to too many articles.

Feature Optimization for Localized Sites

  • All 19 supported languages have had a user interface update and any changes in wording or new features have been updated accordingly.  As detailed in the Localization Support article, the next update will be February 2015.

Bug Fix for GeniusSearch for Internet Explorer 8 users.

  • The GeniusSearch engine will now display the search results for Internet Explorer 8 users.

New and Recently Updated MindTouch Documentation

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Getting the best information to the right people, at the right time, can be challenging. By integrating MindTouch GeniusLink into Salesforce Service Cloud, all customer-facing agents will be able to easily search, share, create, and record relevant content with customers directly from their company’s web native, Success Center without ever leaving their Salesforce dashboard.

SEARCH: All content within MindTouch is optimally organized into topic-based hierarchies. This, coupled with the MindTouch GeniusLink integration into Salesforce Service Cloud, allows agents can quickly facet and filter their search results down to exactly what they would like to send to a customer; thereby, giving your customer-facing agents access to the best possible content at all times.

Linked_article

SHARE: Agents can view the article highlighted in the search results to verify that it’s the correct (and best) solution to share. If it is, the agent can then link the article to the case.

  • Information showcasing that “this article is related to this case” is stored.
  • With a click of the button, agents can send an email that is pre-formatted with the articles that they’ve linked to. This solution comes directly from case comments and can be configured in a couple of clicks.
  • Improve the accessibility to MindTouch content across your organization which can help you close cases, capture new leads, and ensure the success of your customers.

CREATE: However, if an agent cannot find an article to resolve the customer’s problem, they can, with a click of a button, create a new solution and push it back into their Success Center. This will help:

  • Reduce the time to resolution for customer questions.
  • Reinforce and support the KCS methodology of capturing and reusing content.

new_article

RECORD: In the backend, MindTouch stores the aforementioned information that’s captured by customer-facing agents in Salesforce Service Cloud and allows it to be surfaced in reports and dashboards.

This will allow upper management to instantly see if their agents are following procedures and best practices, such as: linking tickets to articles, creating new articles when articles (and information) don’t exist, consolidating articles that convey the same concept, etc.

What are the benefits to your customer? 

The MindTouch GeniusLink integration will help your team deliver faster service, offer more accurate, technical answers, and create a less painful service experience for your customers. Best of all, it only takes four clicks to install. This results in improvements to your Net Promoter Score (NPS) and Customer Effort Score (CES) which are both good indicators of customer loyalty. To learn more, please check out the video below:

New Feature with MindTouch 4 Salesforce Integration

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New Help Links Throughout MindTouch 4

  • In an effort to enhance success for all users across the product you will see more help links for all users. When clicked, an F1 Contextual Help Dialog will appear with MindTouch Success articles to further enhance knowledge throughout the product.

Bug Fix for Authors

  • The upload progress bar would not display in the image dialog when using Internet Explorer 9 and will now display when an image is uploading.

Feature Enhancement for Authors

  • The previous limit for setting custom classifications to a page and all of its subpages was 150. You’ll now see a great improvement to the number of articles and guides that can be updated. Along with the performance enhancement, users will now be informed of which articles were not updated due to a lack of authoring permission on an article.

Feature Enhancement for Support Agents

  • Previously, data displayed in the MindTouch User View and Search Activity for the 10 most recent views and searches was limited to the last 10 days. Now data displayed will detail the 10 most recent user views and searches within the past month.

New and Recently Updated MindTouch Documentation

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There’s been a lot of talk about Customer Success lately. It was a major, if not the main, theme at Dreamforce this year. MindTouch is a Customer Success Software company that has partnered with Salesforce to drive your Customer Success initiatives.

But what is Customer Success? Simply put, Customer Success, whether a department or methodology, is centered around empowering your customers and potential customers. Customer Success is the conglomeration of several departments in a company such as support and product who work together to accelerate positive customer experiences.

And why should you care? Let me break it down. MindTouch certainly impacts and benefits every department in a company, but admittedly some more than others. I’ll begin with the top level tier where the most value is experienced.

SUPPORT

The support department is only as good as the support agents. Support agents can be made more efficient in two ways: imgres

  1. Decreasing the mean time to resolution per support case,  AND
  2. Decreasing the amount of support cases coming in.

The first issue is accomplished by implementing a MindTouch powered Customer Success portal. These portals break down every department’s silo in your company and pulls in that help-content across your entire company and places it into one centralized repository. This Customer Success portal is automatically formatted, putting all your content in a web-native document that can be updated and pushed out after editing.

The second issue is resolved by implementing the first solution. Because all your PDFs, word documents, Google docs, and emails are turned into a web-native document accessible in a Customer Success portal, end users are able to self-help and don’t require support. MindTouch customers have seen on average 57% ticket deflection, cutting in half the amount of incoming support tickets. Improve support and lower your cost.

PRODUCT

Product teams want their users to be experts of the product and advocates of their brand. It only helps that the support team is now more  equipped to handle product inquiries and product information is now centralized and easily accessed.

MindTouch offers a great product tool, known as F1 contextual help. MindTouch plugs right into your product and enables your users to pull help-content directly from the Customer Success portal to your application, without leaving the browser or switching tabs. Help content is available at the fingertips of your users and can be strategically placed where you know difficulties have previously existed.

MARKETING

Not to beat a dead horse, but the benefits of having your documentation web-based and attached to a URL is pretty awesome. How many articles do you have? A thousand, a hundred thousand? Can you imagine if all those articles were cleaned up slapped with a URL and became public facing? On average, MindTouch customers have seen a 64% increase in site traffic.

SALES

I mention sales here only to demonstrate the internal use case capabilities of a Customer Success portal. The sales process at MindTouch, like many other SaaS companies requires many steps. Most of those steps require some form of guidance and that guidance comes from internal use only documents that have been created, edited, and updated by the sales team.