New Feature for Site Visitors: French User Interface Localization

Bug Fixes for Site Visitors

  • Searching across the entire site for articles with GeniusSearch (without filtering by user guide or category), would result in a confusing message if no results were found. GeniusSearch would recommend searching the entire site, which was the action the user already took.
  • Some articles did not appear in GeniusSearch results due to unescaped HTML tags in article content.
  • The search result page’s clickable category breadcrumb links (which identify the category that is currently being searched) would sometimes be hidden when refining search results.

Bug Fixes for Authors and Content Managers

  • Uploading files with potentially malicious content (HTML, JavaScript, etc) would fail, but the explanation was not shown to the user who uploaded the file, resulting in a confusing experience.

Bug Fixes for Site Administrators

  • The ability to add the anonymous user to a security group, or modify the user has been removed. Previously it was possible to add the anonymous user to a security group, which is never recommended (as it would allow ALL site visitors to access permissioned private article content).
  • Long recommended search result URLs broke the layout of the Control Panel’s recommended search configuration form.
  • Site activity, search analytics, and Content ID Management tables would become misaligned if the web browser displayed scrollbars on the tables.

New MindTouch Documentation

Local fresh fruit and veggies? MindTouch has them!

MindTouch provides fresh fruit weekly, but there is something special about going outside your work environment and picking the vegetables that you personally planted. Miller made this happen.

Thanks to you Miller, we now have a MindTouch garden. His one requirement was “if you eat from the garden than you need to be present to plant and water.” This happened and several MindTouchers came together to create this awesome planter.

The planter is full of tomatoes, watermelon, cucumber, red bell peppers, basil, lettuce and kale. Yummy!

I may have to sneak a few tomatoes when no one is looking because I was out of town for the planting adventure.

Thanks MindTouch’ers!

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Upcoming Performance Optimization: Page Caching for Anonymous Site Visitors

  • On August 14th, we’ll be deploying a performance enhancement to increase page loading speed for your site’s anonymous visitors. Since this enhancement employs the use of content caches in the MindTouch infrastructure, some revisions to pages won’t be visible to anonymous visitors immediately.
  • Moving, deleting, restricting, and granting permission to pages take effect immediately, where as changing content in the page may take longer as the content is cached for anonymous visitors.
  • Page content revisions made using the in-page editing experience will be visible to anonymous visitors, whereas updating content via the MindTouch RESTful API will take up to one hour. This only pertains to the content displayed on the site, page content read via the API is always up to date.
  • A page’s author can refresh the visible page content by appending the “nocache” parameter to a page URL. This will clear out the page content in the cache, which will allow the next anonymous visitor to view the page at the latest revision. See Using the no-cache parameter at MindTouch Success to learn more about this feature.

New Feature for Site Visitors: Improved Spanish and Japanese User Interface Localization

GeniusSearch Widget Behavior Change

  • MindTouch is offering instructions to set up a GeniusSearch Widget, in order to test our new GeniusSearch experience. The documentation is located on MindTouch Success. We’ve been listening to customer feedback from those who have been testing this feature, and will be making a slight behavior change in the widget.
    • Currently under the default GeniusSearch widget behavior, when a user types search terms into the widget, GeniusSearch only searches under the current page category or guide. For example, if the user was browsing “Supply Lines/Widget Guide/Pipes”, GeniusSearch would return results from all pages under “Widget Guide”. With this release, the default behavior will now include results from the entire site. The GeniusSearch widget can still be configured to only return results from a parent guide or category, but this behavior must be configured when the widget is set up.

New MindTouch Documentation

A twist occurred in the game and a key was hidden in the office.  Matt Roberts put the clues together and found the key. Regardless if his tribe wins or not he is going to attend the MindTouch Survivor Night on November 14th.  Way to Go MATT!
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On July 18th several MindTouchers played some hardcore soccer at Mission Bay and earned points for their tribe.  Thank you to the families who came out and showed their support.
 
SOCCER GAME RESULTS
 
DACCI “T” BAMDAS and MOMCORP tied for first +10 points
50 Shadez +7 points.

 
WHO SCORED?
 
DACCI “T” BAMDAS – Conor 4 goals
MOMCORP – Yuri 1 and Evan 3
50 Shadez – Sahil 1
 
Thank you for a fun Friday that was full of laughs and sweaty players!
 
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The relatively new SaaS industry has experienced explosive growth over the last few years, and is expected to total $75 billion in 2014, with growth at 20% through at least 2020. Due to this growth, people are still in the process of figuring out the keys that will allow a SaaS company to become successful. This has led to the consideration of customer success as a focal point in a company’s strategy. So why is customer success so important?

A successful customer is a happy customer, and a happy customer is less likely to churn. How much does this matter? A subscription service relies on lengthy customer lifetime value as a driver for revenue. If one of your customers churns six months into a potential lifetime of two years, you’ve just lost 75% of the revenue you could have made, not including upsells and referrals! This slide by Guy Nirpaz, CEO of Totango, visualizes how much of your revenue comes after the initial sale:

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Moreover, the effects of churn compound. A 2% monthly revenue churn rate means a decrease of almost 25% in annual revenue. On top of this, it costs an average of 6-7 times more to acquire a new customer than to keep an old one. So now that we established the importance of keeping a customer happy, how do we do it?

Product Focus

The first component of a great customer success is focusing on your product. As a SaaS company, your product’s goal is to serve your customer’s needs. This is directly in line with making your customer successful. Here are a few ways you can focus product development to achieve customer happiness:

  • Make your product as frustration free as possible.
  • Make sure your customers see a clear ROI from using your product.
  • Quickly correct bugs in the code, data loss, performance issues, and UI issues.
  • Talk to your customers regarding product features and integrations.

However,make sure to focus on their goals, not yours. It can often be easy to get obsessed with your product’s metrics, such as usage and engagement. It is a common mistake to forget that delivering better product metrics does not necessarily mean your customers are getting more value from it.

Key Performance Indicators

If your product is designed to help your customer become successful, then it follows that the more important KPIs to measure are your customers’. Stop worrying about how much you customers are using your products and start figuring out how to measure their success. This is the second component of a customer success strategy.

Build your own customer lifecycle. You want to be able to report on the effects that customer success has on your revenue. This will allow you to come up with quantifiable KPIs for your customer. By making clear the benefit you are providing to them, you make it easier for them to justify renewing with you. Furthermore, this will allow you to measure your customer success team’s impact on your company’s bottom line.

Structure the company for success

Make sure you have resources dedicated to customer success. Customer success starts at the top with you, the owner. Provide each department with clear, quantifiable goals and build teams around the KPIs in your customer lifecycle. You want dedicated people thinking about customer success all the time, and focusing on:

  • customer on-boarding
  • customer training
  • consulting
  • customer service
  • renewal sales

Each team should own their KPI and be focused on driving it north. This can have a huge impact on your revenue, as satisfied customers are more likely to refer other customers to you. On top of reducing user churn, referral leads have one of the highest conversion rates.

By using this framework for customer success, you will be on your way to keeping loyal customers. Remember, for every customer who bothers to complain, nearly 26 others remain silent. So go make your customers happy!

-Guest Blogger: Wilbur Han, Growth and Marketing at Framed Data

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On Thursday July 31st and Friday August 1st, MindTouch will be hosting a live webinar workshop about Customer Success best practices, trends, and tactics. MindTouch CEO Aaron Fulkerson will share valuable data that we’ve obtained from Forrester Research, other customer success evangelists, and our own customers. In this webinar we will discuss best practices for retaining and upselling existing customers and for improving customer support while lowering costs. Sign up today! Space is Limited.

[WEBINAR] Customer Success: Accelerating User Adoption by Rapidly Creating Product Experts

Today’s customers expect brands to support them throughout the entire ownership lifecycle and will jump ship (and churn) if it takes too much effort to become a product expert. Building a Customer Success strategy requires a collaboration across many departments in your organization and a new way of thinking about how you deliver content to your customers.

Aaron Fulkerson, CEO of MindTouch, a provider of cloud based customer success software, will explore how leading businesses including, Intuit, Success Factors, Salesforce Verizon, MakerBot and RSA Security, Zuora, Pentaho, RichRelevance deliver higher quality service to their customers, lower the barriers to success, and increase brand advocacy. You will leave this session with solutions and actionable next steps for achieving success in this new era of customer engagement.

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It’s no surprise that the customer service industry is in the process of a major shift. But with the rise of customer success, we can no longer embrace the strategies of the past. The evolution of customer service necessitates a new playbook and businesses, regardless of department, need to adapt to these tactics – fast.

4 Steps to Build a More Loyal Customer Base

The idea for customer success grew out of the subscription economy. In the past, it didn’t really matter if a customer was successful with a product or not. It was all about selling as most businesses were not subscription based. Therefore, once you got a customer through the door, they were stuck using that product for a couple of years. By the time they were ready to repurchase, the technology would have evolved significantly and not have been the same.

Things have clearly changed. Most businesses have transitioned to a subscription model. This means that if they cannot get their customers to succeed at using their product, they will churn. Customer service, in particular customer success,has become the new way to sell and build brand loyalty. Below, we have included four simple steps to build a more loyal customer base.

Identify Who Your Customers Are

The benefit of being able to identify who your customers are isn’t so much for competitive analysis, but rather it’s a great method to help you create a targeted, useful engagement strategy. By knowing your customers, you will be able to capture unique use cases, clearly define their journey from their first touch point to the very end of their lifecycle, and streamline.

customer-loyaltyThis will help you better understand what your customers’ use cases are and clearly define their journey from the first touchpoint to the very end of their lifecycle.

Streamline Channels: It’s Not What You Have, But What You Do With It

Omni-channel is both a blessing and a curse. According to research conducted by the Corporate Executive Board, “84% of customers value ease over choice of channel.” In other words, though customers expect to be able to interact with companies across multiple channels, they care far more about the ease of their customer journey than they do about whether they have chat options, forums, or virtual agents. Customers want to get from point A to point B in the quickest, most effortless way possible. Therefore, businesses should care less about the quantity of their service channels, but rather more about the quality.

Reduce Effort: Determine What Your Customers Want

Customers don’t start a support interaction for no reason. It always begins with a problem. Therefore, the earlier you are able to identify and fully resolve their problem, the less effort your customers will exert. And the less effort that’s exerted, the happier your customers will be and more likely they will be loyal and promote your brand.

Deliver

Don’t make false claims. If your customers don’t trust you, they will be less willing to invest their time in learning how to use your product which will ultimately result in higher churn. The Harvard Business Review states that customers are 4x as likely to leave a support interaction disloyal than loyal. Therefore, it is of highest importance to deliver high-quality, self-service content to customers so that they can quickly resolve their needs.

MindTouch provides multiple ways to gather feedback from your users and strives to improve this experience so that the feedback provided is actionable and easy to manage. With this in mind, I’d like to announce some upcoming changes and new MindTouch features (available today).

New Feature

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Courtesy of cogdog on Flickr

Social Discussion

You can now integrate with 3rd party comments and threaded discussion tools like Disqus to add social discussion to your MindTouch articles. When you add Social Discussion to MindTouch, you’ll get the following features:

  • Threaded discussion
  • Moderated discussions through advanced dashboards
  • Spam filters
  • Social login for commenting
  • Rich media support in the comment
  • Notifications of new comments
  • and more!

Read more about setting up Social Discussion in our Best Practices doc.

Upcoming Product changes

To make it easy to capture feedback, we will be transforming the structure of comments at the bottom of your articles on your MindTouch powered site into new, flexible feedback forms. The goal of this is to enable you to add individual, targeted questions in the feedback form so that you can capture higher quality responses to your article. When a user fills out this new feedback form, it will be sent to you via email or will be logged in your CRM to align with a feedback triage workflow.

Once we implement this new change, the comments that currently exist at the bottom of your article will cease to exist on your MindTouch powered site. We plan on making this change in approximately 7 months so if you have any processes based upon the old comment mechanism, you’ll have plenty of time to adjust and adapt to the new feedback experience. If you still wish to make discussion available on your articles, you can leverage the new Social Discussion functionality and take advantage of all of its great features.

If you have any questions or feedback about this change, please don’t hesitate to email us directly at: [email protected].

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Collaboration models are essential for customer success but require stringent internal controls to hold authors accountable for their work.

This accountability is what keeps the content in a self-service, help center tight, targeted, and focused so that it will consistently meet and fulfill customer expectations. The newly released Site and Page History gives content managers superior control over their MindTouch-powered help center. This increases user accountability, enables real-time oversight, and enforces site security.

The Oldies

In the past, the Site History and Page History only recorded changes made directly to the content. Businesses, at the time, could only overview the content changes that were made, identify who made the changes, and when the change was made.

By being able to compare revisions side by side, content managers were able to revert and undo changes to reflect a previous version, track how their content was evolving, and see who their content contributors are.

sitehistoryThe New

The new Site and Page History is built on an entirely new database and it captures every single action that takes place on a MindTouch powered site.

You can see changes in tags, file attachments, permission levels, when a page went private/public…and more. Not a single action can take place without being captured and displayed in the MindTouch site and page history dashboard.  

 

The Value of the New Site and Page History is that:

  • there’s increased security. Content managers can easily monitor everything that happens on their site. Because there is an audit trail, all interactions are captured and there’s no speculation.
  • content managers can validate the changes that have occurred in their system to ensure that no useful information has been lost.
  • content managers can enforce accountability as they can monitor what each contributor is doing and see changes have occurred on an individual page.
  • it offers peace of mind to content managers as they’ll know every single action that has taken place on the site and will be able to revert back to a previous state in the case of an emergency.

Conclusion:

If you haven’t used the Site History and Page History tools yet on MindTouch, we would highly recommend that you give it a try. These tools will amplify your company’s ability to monitor, track, and manage content knowledge in a collaborative environment. Businesses will now be able to overview their entire knowledge layer, pinpoint weaknesses, and make quick, actionable decisions in real time.

Bug Fixes for all Site Visitors

  • The cursor did not change to a ‘clickable’ icon when hovering over sortable table column headers. The table columns could still be sorted, but it wasn’t visually apparent.
  • Loading an invalid Content ID in a contextual help window displays an error page instead of simply redirecting back to the home page. The latter, desired behavior is what also occurs when loading invalid Content ID’s in the full website experience.
  • An HTTP 500 Internal Server Error was displayed to an anonymous site visitor trying to access a site’s sitemap (ex: http://mysite.mindtouch.us/sitemap.xml). The correct HTTP 403 Forbidden error code is now returned.

Security Improvements for all Site Visitors

  • Brute force login protection has been enabled for all sites that use MindTouch’s login page (no Single Sign On). After 10 failed login attempts the user account will be locked and require the Site Administrator to unlock it. This threshold can be increased or decreased per site by contacting MindTouch Support.

New MindTouch Documentation

New MindTouch Training Video