New Feature: OpenSearch Favicon

  • MindTouch’s OpenSearch API now includes a reference to your MindTouch site’s favicon (the web browser bookmark icon). Web browsers that leverage OpenSearch to allow custom search input boxes (such as Mozilla Firefox) will show the site favicon next to the search input box.

New Feature for Site Visitors: Dutch, Swedish, and Finnish User Interface Localization

Changes to Existing Features

  • In preparation for some upcoming improvements to our search infrastructure, we are removing page comments from Search and GeniusSearch results starting September 4th, 2014.

Bug Fixes for Authors and Content Managers

  • When editing a page section, clicking the edit icon for a different section will refresh the page and leave page edit mode.
  • Creating a category within a category caused the new sub-category to be created at the root level of the page hierarchy (under the homepage).
  • The file attachment table headers were not aligned with their table columns.

Bug Fixes for Site Administrators

  • The editor layout preview in the site control panel was only partially localized, if the site language was set to a language other than English.

Bug Fixes for All Users

  • At first login, users are presented with a page that explains how to modify user preferences, contribute knowledge, and other information. The page now includes a link to reset a password, as users are sometimes initialized by site administrators with a randomly generated password.
  • If the result of a GeniusSearch query matched a category name, the category image would be visible in the list of sub-categories. Clicking the image would result in a message that there are no available search results, leading to a confusing user experience.

New MindTouch Documentation

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After over four years of hard work, MindTouch has finally completed it’s 100th sprint!

As an agile development house, MindTouch development teams work in two-week long sprints to fulfill new product goals and iterate based upon feedback. The expectation is that, with such tireless dedication by our team, MindTouch will be able to deliver a better, more seamless experience for all of  our customers (including top tier businesses like MakerBot, Accenture, Paypal, Code42), and their end users.

To highlight our fanaticism for customer success, our development team releases new product improvements and bug fixes every week. This constant stream of iterations shows how committed MindTouch is to listening to customers, adapting, and creating actionable results.

MindTouch commemorated its 100th sprint with a gazillion cupcakes and mimosas! If you love our product, these folks are the brains and brawn behind our development! Feel free to reach out and thank them! @MindTouch

Steve BJorg, MindTouch Founder and CTO

 

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Customer service has changed. Instead of being a cost driver, it is now viewed as a revenue-generator. To adapt to this rapidly shifting mindset, you and your team need to be able to understand how to measure success within your organization. Think about metrics through the lens of your own business model. And tailor these measures to help your end users become product experts.

But how do you do this when your organization has one foot stuck in the past (bogged down by legacy technologies, silos, and un-inspired staff) and the other inching towards a customer success model? Simple – through basic, hard-earned education.

In this crash course, we’ll discuss some important KPIs to help your business measure success. There is a lot of value in what we are about to show you and we urge you to share this with your coworkers to help your business do more.

Upsell and Cross-sell Rate: The number of people that accept an alternative or augmented offer. Upsell refers to an offer that is more beneficial to the company (like selling a more expensive product). Cross-sell refers to an item that’s related to the original desired item (like more improved features, a-la-carte service, or more).

Rate of Adoption: Define what adoption means in your organization. How would you define whether a user is a beginner, intermediate, or advanced? To calculate the rate of adoption, take the total number of users who you deem as “adopted” and divide this by your total number of users. Compare this number to itself over time for the “rate” of adoption.

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Average Revenue Per Customer: The average revenue that a company derives from a single customer over a given period of time. To measure this, take the total amount of revenue generated and divide it by the total number of customers.

Customer Churn Rate: The percentage of customers that do not renew at the end of their subscription. To measure this, take the total number of lost or canceled customers divided by the total number of active customers over a given time period.

Net Promoter Score (NPS): The percentage of customers who would recommend you to their friends, coworkers, and family. This is typically measured through a survey. The customer is asked a question of “How likely are you to recommend _____ to a friend or coworker?” and has an accompanying 0-10 scale. The NPS score is the percentage of Promoters (9-10) minus the percentage of Detractors (0-6).

Customer Effort Score (CES): A score that determines how much effort a customer had to take to accomplish a certain task. This is typically measured through a survey. The goal is to ensure all customers will select a 1, which denotes low-effort. If any number higher than a 1 is selected, it shows that there is something wrong with that particular segment of the customer journey. It is then up to you and your team to identify what is making your customers exert a lot of effort and fix it.

To learn more about the value of customer success, please check out our infographic here.

New Performance Optimization: Page Caching for Anonymous Site Visitors

  • Page Caching is a performance enhancement to increase page loading speed for your site’s anonymous visitors. 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. Example: http://example.com/category/page?nocache.

Bug Fixes for Authors and Content Managers

  • Creating a link to a page in the page editing experience with ” \ or & in the page title would result in a link missing those characters – which is a link that would not resolve to the correct page.
  • The help link for “Drag and Drop” on a newly created blank page experience led to a page not found error on the MindTouch Success site.
  • Content ID management had a missing warning to alert Content Managers that they were overwriting a Content ID definition.
  • The editor feature that makes it easier to identify and place the cursor and add content inside elements, tables, and lists, did not appear on comment boxes in the editable content area.

Bug Fixes for Site Administrators

  • Hovering over the “Username” header in the control panel’s user management section did not display a clickable cursor (hand icon). Clicking the “Username” header selects all usernames in the view, in order to proceed with bulk operations.

New MindTouch Documentation

It’s no longer a question of whether you’re going to implement a customer success strategy, but rather a question of when. To help our customers, we – at MindTouch – have created a cheat sheet for those interested in learning more about the value of Customer Success. If you’re interested in sharing, please make sure to back-link and give us credit!

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Every business wants to make their customers successful. And every customer has questions and will find themselves navigating to a self-service help center at one point or another. Businesses should see this golden opportunity for what it is. If they can create a help center that helps rather than frustrates, they will be able to win over their customers and establish brand loyalty.

With GeniusSearch, businesses are able to deliver this high-quality, self-service experience to their customers.

What is GeniusSearch?

GeniusSearch is a search tool that provides a dynamic decision tree interface that helps customers quickly locate what they need by customizing a visual learning pathway of related articles based upon their search. Customers can effortlessly self-serve, tackle downstream issues, and learn how to wield complex features with more expertise. The best thing about GeniusSearch is that it dynamically organizes articles to maximizes discovery and each use will reinforce and improve the navigation experience of your Help Center.

geniussearch_imageWhile your customers are typing their search queries (in real time), GeniusSearch can surface articles and help them find answers faster. It also displays all search results on the same page with a dynamic “show more results” button, so you’ll never need to navigate away from the initial results to learn more. And, if by chance, you cannot find the necessary documentation, you can also contact support directly from the very bottom of the search results. It’s simple, easy, and intuitive.

These common-sense features will ultimately improve your customers’ self-service experience.

How Does GeniusSearch Integrate with the Self Service Workflow?

GeniusSearch is a game changer. With help content that is organized hierarchically, customers can quickly hone their search results, filter by category, and find answers. This dynamic decision tree workflow helps your customers navigate through the site by organizing content hierarchically, the same way the human brain intuitively learns and processes information.

Once your customers locate the necessary documentation, MindTouch will automatically recommend related, downstream articles to incentivize your customers to learn more. Such optimization enables GeniusSearch to deliver a level of self-service that is comparable, if not much better, than being routed to a support center and dealing with a live agent. GeniusSearch ultimately makes self service effortless.

Another unique part of our GeniusSearch feature is that it integrates seamlessly into GeniusLink which can be used to deflect tickets. And, if it is passed along to a live agent, GeniusLink helps your internal team quickly find, surface, and share relevant help articles without ever leaving their support dashboard. This optimization not only reduces  your  support costs, but also help your agents deliver a more high-quality, effortless support experience for your customers. To learn more about how GeniusLink is used in popular CRMs like Salesforce Service Cloud, please check out our article here.

By being able to optimize your customers’ learning pathways, you will be able to hone your content strategy so that you can help your customers succeed.

When will GeniusSeach be available?

GeniusSearch is currently not the default search for all sites powered by MindTouch, but it will be as of December 11, 2014. You can preview this new search experience at /Special:GeniusSearch. Our team here at MindTouch wanted to communicate this timeline to you so that you’ll have plenty of notice when we replace the default search experience with GeniusSearch.

If you have any feedback about GeniusSearch, please email us at [email protected]

MindTouch has reviewed and made adjustments to our list of supported browsers and operating systems to ensure that we continue to support the environments that are used prominently by our customers. With this goal in mind, we made the following changes:

Officially Supported:

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  • Firefox has moved from Beta support to full support on OS X and Windows 7
  • Internet Explorer 10 moved from Beta support to full support on Windows 7

Changed Support:

  • Internet Explorer 8 support reduced to just Anonymous and Community Members

Beta Supported:

  • Windows 8.1 in Beta support
    • Internet Explorer 10 in Beta support
    • Internet Explorer 11 in Beta support
    • Google Chrome in Beta support
    • Firefox in Beta support
  • Internet Explorer 11 in Beta support on Windows 7

Remove Support:

  • Windows XP and Vista are no longer supported

Read more information on Supported Browsers in our Customer Success Center.

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