5 Ways To Radically Reinvent Product Help for a Competitive Edge

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Let’s assume that product documentation and support is a major pain point at your company (for most, it is). The first step is to fix it by looking at it from the outside-in. In other words, what would you do differently if you really measured the usefulness and accessibility of your documentation from your customers’ perspective? For example, why can’t they search your documentation for the answers they need? Why can’t they easily let you know whether or not they found what they were looking for? Why can’t they use your documentation to do more than find answers, but to learn and enhance their product expertise?

Solutions to address these questions may seem costly and burdensome at first, but by staying ahead of disruptive social trends and creating cutting edge innovations, MindTouch provides cost effective tools any company can use to effectively–and profitably–turn traditional approaches to product documentation and support upside-down. Let’s take a look at what product documentation and support at your company could look like.

Imagine how you could delight your customers and leapfrog your competition if. . .

  • Your customers could access a powerful search engine dedicated to helping them quickly and easily find the most relevant information from the most credible source (your company, not a 3rd party forum).
  • Your software users could access product help when and where they need it without having to leave your application.
  • Your customers could easily provide feedback and ask a question directly from within your documentation rather than having to email you or waiting on hold for a support agent.
  • You connected every piece of product documentation customers used to an analytical service that could more quickly diagnose product and documentation problems and quickly offer customers relevant guidance.
  • You could eliminate documentation silos and distribute the latest, most up to date, documentation internally so that all product information was instantly accessible to any customer-facing employee.

With MindTouch you can!

Adaptive Search MindTouch includes a powerful search engine that indexes articles, comments and even the contents of file attachments. We call it adaptive because MindTouch learns from user interactions and continues to get better as your users score content, visit, click and interact with pages. No work on your part – just let MindTouch do its job. Site admins have access to tools for analyzing search, manipulating and specifying recommended results.

 

 

F1 Help Button: Contextual Help System In just minutes you can add a contextual help system powered by MindTouch to your web applications. This allows your users to receive screen or field level contextually relevant help within your applications. Because MindTouch automatically relates content your users will get answers to their questions and be recommended content that will help them develop their expertise even further.

 

 

Feedback Tools MindTouch offers page and search result scoring and feedback mechanisms. Scoring impacts the adaptive search and informs behavioral analytics. Also, user feedback can open a support ticket in your current ticketing system via email and MindTouch will email the appropriate author or editor who can respond directly to the user’s feedback.

 

 

Analytics These powerful reports were designed to inform content strategy: which articles need to be written or improved. Reviewing user search patterns will also help product, marketing and sales teams. Marketers and content strategists value the ability to tactically execute on search engine optimization (SEO) strategy. Support and product leaders rely on these reports to identify hot-spots.

 

 

 

 

 

 

 

 

 

 

CRM/Ticketing Integration.  MindTouch plugs into pretty much any support ticketing system. Support agents will receive real-time search results from MindTouch. Agents can drag and drop relevant articles and click send. Your users will get the best possible solution, will know where to return to self serve and with auto-related articles they will develop their product expertise. Agents can also publish to MindTouch with a click.

 

 

 

With these capabilities, companies in every industry have improved their customers’ brand and product experience while significantly reducing documentation and support costs.

To learn more about how MindTouch can help your company get a competitive edge, gain valuable insight into your customers’ sense of product satisfaction and improve your customers’ experience: click here.

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