A recent social media customer service survey by TNS reveals that over half (57%) of consumers head directly online when they have a problem with a brand or product. That figure rises to 71% among 16-25 year old consumers and 65% among 25-34 year olds. The problems and questions of frustrated consumers are being gathered and published all across the web.

The question is: where are the answers coming from? 33% of consumers use on-line forums and chat rooms while 25% [...]

Give your customers what they want Every day at MindTouch we see companies come through our doors who find themselves with unhappy customers, low renewals and high support costs.

We’ve deduced the source of these problems to stem from poor relationship management. A relationship is a two-way street where the parties involved are happiest when all benefit. In the end, a social product help system resolves the relationship issues these companies experience and we want to share with you the secret to a healthy customer relationship: Give, [...]

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Many people want to be good writers. It is a central skill because so much of our communication is done through written channels. Everything from technical documents to emails to tweets requires writing.

Unfortunately, some regard writing as an almost mystical process where inspiration flows from your soul onto the paper where it emerges whole, perfect, and sacred. Thinking about writing this way is convenient, because then your crappy writing is the muse’s fault. But it’s more effective to realize that [...]

Recently I read a discussion thread at a LinkedIn Tech Comm group in which Aaron, my CEO, claimed MindTouch didn’t support single sourcing. He was promptly contradicted by a MindTouch customer, Amanda Cross of ExactTarget, and prominent Tech Comm leader who just kicked off a guest blog series here at the MindTouch blog. Later on another MindTouch customer from EMC echoed Amanda’s call that they too use MindTouch for single sourcing.

Recent studies concluded by Greenfield Online, Datamonitor, Ovum analysts and Genesys, concluded that companies in the United States lose about $83 billion annually in product abandonment, customer churn and defections due to customer support failures. Globally, across the 16 largest economies, the total loss to support failure was $338 billion annually. The main reason these losses continue is a lack of actionable insight to the consumers’ support expectations and the real customer experience with products. Companies using twenty year old [...]

Today MindTouch announced new product capabilities for enhancing CMS and CCMS vendors like Astoria, DocZone, SDL LiveContent, Trisoft and IXIAsoft.

WHY Better customer help, happier customers. HOW Socialize existing publishing pipelines. WHAT Replace PDF and static content outputs from current publishing pipelines with a social publishing endpoint.

XML and DITA based CMS’s have proven market value by decreasing the cost of authoring, maintaining and translating content. While powerful in lowering costs, CCMS platforms are publishing value laden content into obsolete pre-Web formats such as PDFs, [...]

MindTouch worked with the Gilbane Group, some of our customers, the Society for Technical Communicators and several industry experts to develop a toolkit that provides a “how-to” for repurposing Componentized Content Management Systems (CCMS’s) by adding a social publishing layer. This benefits your customers in profound and measurable ways. If you care about your users, you need this toolkit.

CCMS’s like SDL Trisoft and IXIAsoft have proven their value to the market by lowering the costs associated with producing, maintaining and [...]