San Diego, Calif., Nov. 14, 2013 – MindTouch, the company that continues to transform product help through web, social and mobile innovations, today announced a product milestone – MindTouch GeniusLink™, a “universal knowledge connector” that integrates MindTouch with any customer management technology, including any CRM, chat, forum, community and social tools
MindTouch has established a name as an easy-to-use collaborative knowledge service that includes a knowledge center, in-product contextual help system and powerful search. Until now, the out-of-the-box experience increased agent empowerment by integrating with a few popular CRM systems (SAP Cloud, Salesforce and Zendesk). MindTouch GeniusLink now takes that knowledge-as-a-service to an entirely new level. Unlike other products that demand a high degree of customization, MindTouch GeniusLink now works out-of-the-box with any system – seamlessly. Companies can now serve relevant support knowledge to customers, support agents or community managers regardless of their system while enriching that customer support knowledge with feedback, collaboration and analytics.
The MindTouch solution takes the usual process of serving customers and, using the GeniusLink, transforms it into a self-improving cycle that:
- Supports ticket deflection
- Promotes first call resolution
- Decreases average handle time
- Increases user adoption
- Accelerates customer success
“We’re passionate about helping our customers serve their users better and MindTouch GeniusLink extends the ability to create a continuously improving help cycle for managing customer interactions quickly and knowledgeably,” said Aaron Fulkerson, CEO, MindTouch.
Avalara Inc., a market-leading provider of sales tax and compliance automation services in the cloud, uses GeniusLink to help its call centers and support agents deliver on the company’s commitment to deliver the best possible customer experience each and every time. Avalara’s integrated CRM system, now enhanced with MindTouch GeniusLink, creates a support cycle that improves support ticket deflection, first call resolution, average handle time, user adoption and customer success and client satisfaction.
Since its founding nearly a decade ago, Avalara has pioneered the service-based platform for tax automation and emerged as a dominant player in this market by leading the automation effort for financial, ecommerce, POS and mobility applications for businesses. Today Avalara’s SaaS solution provides a complete set of transactional tax compliance services developed specifically to serve the needs of small to mid-sized businesses.
“Our business is built around helping businesses focus on their core offering by eliminating the tedious work and complexity of calculating taxes across multiple jurisdictions,” said Tom Pacholke, VP Customer Success. “MindTouch helps us achieve that goal by providing a solution that facilitates a self-improving support cycle for our customers and, with GeniusLink we’re able to extend our knowledge and feedback into all of our support channels.”
MindTouch leads the way in providing the ultimate product support experience for users and customer service agents using a collaborative, self-service platform. The multi-channel solution allows clients to track and analyze customer needs and behavior in order to provide knowledge faster. MindTouch continues to create great customer experiences that increase customer retention, and reinforce your company’s brand image. MindTouch serves millions of users daily. For more information, visit www.mindtouch.com.
Avalara makes sales tax compliance simple and automatic for thousands of customers every day. Its SaaS-based, sales tax and compliance automation software solutions span the compliance spectrum; each year these solutions process billions of financial transactions, manage millions of exemption certificates, file hundreds of thousands of sales tax returns, and remit billions of tax dollars to states nationwide.
Recognized as one of America’s fastest growing technology companies, Avalara is integrated with leading ERP and E-commerce software systems that serve millions of small to medium sized businesses. Founded in 2004 and privately-held, Avalara’s venture capital investors include Battery Ventures, Sageview Capital and other institutional and individual investors. Avalara employs more than 500 people at its headquarters on Bainbridge Island, WA and in offices across the U.S. and in Pune, India. More information at: www.avalara.com