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Is Your Company’s Customer Onboarding Program a Sinking Ship?

July 30th, 2015 | | MindTouch

The subscription economy has made customer onboarding one of the most crucial parts on the customer journey. According to data from Scout Research, if your customers don’t become loyal in the first 90 days, there’s only a 10 percent chance that they remain loyal users. Loyalty takes more than happy customers; they need to be […]

PDFs Are Killing the Value of Your Product and Help Content

July 28th, 2015 | | content strategy, MindTouch, Thought Leadership

Since PDFs (Portable Document Format) became an open standard in 2008, they’ve been a go-to resource to create simple, web-ready-yet-printable content for every department from Marketing to Product. E-books, Case Studies, Menus, and User Manuals all make their way into our download folders as PDFs. Today we’re going to focus on how putting the product […]

MindTouch Product Release: July 23, 2015

July 23rd, 2015 | | Product, release notes

Optimization for Support Agents When using GeniusLink for Salesforce with Firefox, agents attempting to suggest articles may have experienced challenges with submitting their suggestion.  New and Updated Documentation Blog: Stop Sabotaging Your Customers From Becoming Products Experts Blog: Is Your Customer Engagement Strategy Too Noisy?

Honey or Vinegar?: Improving Your Domain Authority through Product and Help Content

July 23rd, 2015 | | MindTouch

Whenever I see someone  acting abrasively towards another person on the train or at the store, I always think back to the old adage: you catch more flies with honey than vinegar. I’ve always loved the saying, partly because I want to meet the person who spends their days catching flies. I was reminded of […]

MindTouch Product Release: July 16, 2015

July 16th, 2015 | | Product, release notes

Bug Fix for Authors When moving a page and not selecting a target location the dialog would appear to be processing it but never finish the operation. You can use the title section of the move dialog to change the URL of the page while keeping it at the same location. When saving a page […]

Why Ticket Deflection Is Important to More than Your Support Team

July 16th, 2015 | | MindTouch

When you talk about ticket deflection, people are inevitably overjoyed at the prospect of lower support costs (hooray!). But if lower support costs are the endgame for your initiative to increase ticket deflection, then you’re missing out on the big picture. When you talk about ticket deflection, what you should be stoked about is your […]

Stop Sabotaging Your Customers From Becoming Product Experts

July 14th, 2015 | | Customer Experience Strategy, MindTouch, Self-Service, Thought Leadership

This past week I got a first hand experience in a) the joys of homeownership, and b) the tragedy that is one company’s approach to turning customers into product experts. So bear with me while I share my story, and I’ll elaborate more on the business lesson I learned from this experience: companies are screwing […]

MindTouch Product Release: July 9, 2015

July 9th, 2015 | | Product, release notes

New Site Language: Arabic MindTouch will now be available in Arabic (Modern-standard) localization. You can find a full list of all supported localizations at the MindTouch Customer Success Center. Bug Fix for All Users The search interface was inconsistently displaying the progress indicator when conducting multiple searches. This experience could have resulted in confusion regarding […]

Is Your Customer Engagement Strategy Too Noisy?

July 9th, 2015 | | Customer engagement, MindTouch

When it comes to creating content for customer engagement, the question becomes how much is too much? There is so much noise put out to our customers through Twitter, blogs, the website, email, and more. Companies should take any chance to cut down the noise to just what the customer needs to succeed. Nowhere is […]

MindTouch Product Release: July 2, 2015

July 6th, 2015 | | Product, release notes

Bug Fix for Authors Previously, you would not be able to use the Content Reuse Dialog when working in a new, unsaved, page. A prompt will now notify you that the page has to be saved in order to use the content reuse dialog. When editing a page, your browser will now autoscroll to location of […]

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