MindTouch can plug into any support ticketing system. Within support ticketing environment agents receive real-time search results from MindTouch that are relevant to the article their viewing. Then agents can drag and drop relevant articles and click send to immediately respond to inbound support requests. Thanks to MindTouch dynamically organizing related articles the agents aren’t just “throwing fish” at the customer, but rather are teaching them to fish because the customer can discover related articles, tutorials, references and maybe even videos that will help them develop their skills.
Furthermore, support agents can also publish to MindTouch in a click and MindTouch organizes the content into the appropriate knowledge base, maps meta-content into our tags and auto-organizes the articles across all content so users can discover this new knowledgebase article via the related pages section available on each MindTouch page.
However, I heard an interesting customer story today that I wanted to share. Sure, we can integrate MindTouch into support ticketing to prevent context switching, but what about if the agent is browsing MindTouch? Here’s the user story:
As a support agent I want to see a button in MindTouch that allows me to click-to-copy the URL and abstract of an article in MindTouch to my clipboard so that I can easily and quickly paste and share with my customers the correct article with context.
Great idea! In fact, we plan to implement for this customer such that only members of the support user group in MindTouch see this button so as to prevent visual clutter in the UI of MindTouch.
I should probably mention that our customers, after deploying MindTouch, see double digit percentage increases in customer satisfaction, dramatic drops in mean time to response and because the end user is shown “how to fish” big drops in support costs.