MindTouch Announces Integration With Salesforce.com Help Desk to Improve Customer Experience

June 7th, 2012 | | Featured Post, Press Release
SFDC Search New

MindTouch Extends CRM to Post-Sale, Reducing Churn, Increasing Self-Help and Speeding Time to Resolution

Content recommended and searchable.SAN DIEGO, CA. June 7, 2012—MindTouch, the company dedicated to creating the world’s best self-service help experiences, announced today that its social help system now integrates with SalesForce.com Help Desk and support ticketing to dramatically improve support agents’ efficiency and customers’ help experiences.

The MindTouch social help platform is revolutionizing the user manual and SaaS customer experiences through a web-based environment that includes a knowledge base, help center, ticketing integration, and help button. Agents using CRM and web-based support ticketing systems have instant access to MindTouch powered help articles and knowledge base assets, thereby speeding time to resolution for customer issues. For support agents using SalesForce.com, MindTouch enables them to quickly pinpoint customers the most relevant content and to easily publish new content to the MindTouch knowledge base, as well as identify gaps in product documentation assets–all without ever leaving the SalesForce interface.

“Salesforce.com views customers as database fields, but exceptional customer experiences are not delivered by a handful of database fields. This is precisely why many of our customers have asked MindTouch to improve Salesforce.com by integrating our social help center,” said Aaron Fulkerson, founder and CEO of MindTouch. “Our customers are upgrading their customer experience and support tenfold by adding MindTouch. Quality customer experiences aren’t just about responding to support requests, it’s about delivering an experience that turns users into product experts and customer advocates.”

New functionality in the MindTouch product release includes:
Publish content to MindTouch in a click.

  • Faster support resolution (lowered support cost): Support agents provide faster resolution with the help of recommended articles and real-time search delivered by MindTouch adaptive search, a powerful search engine that indexes articles, comments and even the contents of file attachments to suggest the best content for any question.
  • Happier customers: 65% of software users prefer self-serve help (2011 TNS research). Users do not want to wait for a support response or be forced to sift through forums. MindTouch enables users to self-serve effectively.
  • Create experts and advocates: Context-rich help delivered just-in-time maximizes user learning and satisfaction, rapidly creating experts to advocate products and brands.

Resources

About MindTouch

An enterprise collaboration leader since 2005, MindTouch turns your customers into happy users and product experts with a cloud delivered social help center. Convert technical, help and product documentation into a two way communication channel that increases support self-service and customer happiness. MindTouch software includes a new kind of product help center, a knowledge base, support ticketing integration and a help button that can be added to any web application in minutes. Millions use MindTouch every day.

Great companies like Cisco, Intuit, Paypal, Autodesk, Hewlett-Packard, Palm, SuccessFactors, RSA, SAP and EMC rely on MindTouch. Read more at www.MindTouch.com.

Elegant Support Integration: Creating Context Rich Environments

December 22nd, 2011 | | Uncategorized
MindTouch can plug into any support ticketing system. Within support ticketing environment agents receive real-time search results from MindTouch that are relevant to the article their viewing. Then agents can drag and drop relevant articles and click send to immediately respond to inbound support requests. Thanks to MindTouch dynamically organizing related articles the agents aren’t just “throwing fish” at the customer, but rather are teaching them to fish because the customer can discover related articles, tutorials, references and maybe even videos that will help them develop their skills.

Furthermore, support agents can also publish to MindTouch in a click and MindTouch organizes the content into the appropriate knowledge base, maps meta-content into our tags and auto-organizes the articles across all content so users can discover this new knowledgebase article via the related pages section available on each MindTouch page.

However, I heard an interesting customer story today that I wanted to share. Sure, we can integrate MindTouch into support ticketing to prevent context switching, but what about if the agent is browsing MindTouch? Here’s the user story:

As a support agent I want to see a button in MindTouch that allows me to click-to-copy the URL and abstract of an article in MindTouch to my clipboard so that I can easily and quickly paste and share with my customers the correct article with context.

Great idea! In fact, we plan to implement for this customer such that only members of the support user group in MindTouch see this button so as to prevent visual clutter in the UI of MindTouch.

I should probably mention that our customers, after deploying MindTouch, see double digit percentage increases in customer satisfaction, dramatic drops in mean time to response and because the end user is shown “how to fish” big drops in support costs. :-)

Zendesk and MindTouch Announce a Combined Product to Deliver Customer Support and Product Help Nirvana

May 6th, 2011 | | Press Release
import-ticket-publish-in-mindtouch-cycle

The most world’s most lovable help desk now includes integrated social knowledge base

San Diego, CA, May 06, 2011—MindTouch, the provider of exceptional and engaging product help experiences, today announced a co-development product with the industry’s most innovative provider of web-based help desk and support ticketing: Zendesk. Available immediately, all Zendesk customers receive a free, one agent license of the MindTouch TCS social knowledge base.

The jointly developed solution provides a seamless experience for support agents to search against MindTouch TCS, the social knowledge base, in the context of the support ticketing system. In a click, users can publish support tickets to MindTouch as knowledge base articles.

Current knowledge bases are often an after-thought, and are where support tickets go to die. MindTouch replaces these legacy products with a collaborative and social knowledge base. This is the first time that customer support, technical writers and product marketers and managers have been given a compelling offering for efficiently growing their product help content, while at the same time engaging with their community of users and brand advocates.

Integration Features and Capabilities

MindTouch TCS is the industry’s first truly social knowledge base, bridging the gap between those users who want to know, and those that do, providing a community setting for product users to learn and flourish. It includes the following features and capabilities:

  • Wiki-like collaborative authoring for support agents and subject matter experts, even end users, to co-author and edit KB articles.
  • Video and rich media support.
  • An adaptive search engine that learns from user behavior.
  • Content scoring and feedback mechanisms, which give your community a voice in helping you grow and improve your content
  • Curation analytics, which provides site owners and community managers the insights into how your users are engaging with your content

Companies like Autodesk, Intuit, Paypal, HP-Palm, HTC, RightScale and ExactTarget already leverage MindTouch TCS to lower support costs by ticket deflection and improved resolution on first contact. MindTouch is used by millions every day.

The new product integration forms a continuously improving, cross-functional relationship reflecting today’s service and support best practices. This seamless relationship creates high-value customer interactions that can then be fed back into products and marketing initiatives, creating a competitive advantage for Zendesk and MindTouch joint customers.

MindTouch TCS re-defines existing customer support solutions by allowing customers to easily search and discover product help information, and both actively and passively participate in the creation of updated content.

Features of the MindTouch for Zendesk support widget include:

  • Fully integrated search of your MindTouch powered social knowledge base from your Zendesk interface
  • 1-Click posting of Zendesk support tickets to your MindTouch powered social knowledge base
  • Completely integrated, no additional services required

As existing support processes evolve, the content and communities themselves adapt to become increasingly social and collaborative.

“With the help of Zendesk, we are building a social knowledge base that turns costly support conversations into a profit center,” said Aaron Fulkerson, Founder and CEO of MindTouch. “Great support interactions are an opportunity to educate and evangelize, but only if the experience is immediate, and in context. This product sets a new standard for businesses committed to developing strong and unique support communities.”

Zendesk customers can create their free, single seat MindTouch TCS instance by visiting this page.

About MindTouch

An open-source and collaboration leader since 2005, MindTouch provides the world’s most respected social knowledge base and develops purpose-built help 2.0 communities for many of the world’s most trusted brands. Millions use MindTouch every day. MindTouch delivers exceptional and engaging product help experiences by creating a community experience atop online help content. Thousands of great companies like Paypal, Autodesk, The Washington Post, Mozilla, HTC, HP-Palm, and Intuit use MindTouch. Learn more at .

About Zendesk

Zendesk is a leading provider of web-based help desk software that is reinventing how companies engage with their customers. The company serves more than 5,000 businesses large and small, including Groupon, MSNBC, Twitter, OpenTable, Adobe, and Rackspace Cloud. Zendesk products are easy to customize, integrate, and use so companies can quickly start offering better customer support. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners. Learn more at www.zendesk.com