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Creating Customer Service Experiences That Turn Prospects Into Promoters
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Creating Customer Service Experiences That Turn Prospects Into Promoters

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From Prospect to Promoter: how MindTouch and SAP Cloud for Service use Big Data from Customer Support to strengthen Brands …

From Prospect to Promoter: how MindTouch and SAP Cloud for Service use Big Data from Customer Support to strengthen Brands

MindTouch is a new kind of software that is rapidly transforming how all businesses support customers’ success by revolutionizing the creation and consumption of product and service knowledge.

Convert customer support channels into a new marketing channel by capturing valuable product knowledge from subject matter experts as they support and engage your customers.

Advantages:

Accelerates the buying decision
Customers become Promoters
Continually improving customer support cycle
Product Experts are included in the creation of Product Knowledge
Updates in real time  HelpRankTM  SEO & analytics
Deeper customer relationships
Lower customer retention costs

Differentiators:

Performance at scale as a feature (300ms average response time)
Cross-Channel Ticket Deflection
Improved search (faceted by subject, indexed)
Company-wide knowledge creation, administration and collaboration
No code – Drag & drop, WISIWYG interface
Full version control and audit trail of all changes
Rich-media and video support
Reporting and Content Moderation Workflows

Published in Technology , Business
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  • 1. From Prospect to Promoter: how MindTouch and SAP Cloud for Service use Big Data from Customer Support to strengthen Brands Aaron Rice – MINDTOUCH INC. CeBIT 2014, 14 March 2014
  • 2. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 2 As diverse and innovative as the presenters at are… they share one not so innovative quality…
  • 3. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 3 …their product knowledge looks like this: Barriers to customer self-service Limited support staff. Unscalable to high demand Product information sprawl. Lack of easy overview Newest information, not “unboxed” and in use
  • 4. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 4 What our customers said prior to their MindTouch deployment: Fragmented Product Knowledge “[Product knowledge] is spread over more than 30 systems and seven formats. Every department is using something different.” Remington
  • 5. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 5 Hard to Update “It takes us 18 months, maybe longer, to update knowledge across our support channels. We can’t say for certain that it has been updated.” HP
  • 6. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 6 Inconsistent “I have no idea what we’re responding with across most of our support channels.” HTC
  • 7. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 7 No user analytics, no SEO “I can tell you which articles support is using, but we have no clue what else is being used by customers and [prospects] or how this affects our business.” Juniper Networks
  • 8. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 8 When SAP looked for a partner for their Cloud Knowledge offering they chose MindTouch – we will now show you why
  • 9. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 9 Others treat product knowledge as a break-fix feature, MindTouch is the only comprehensive solution that turns prospects to promoters Prospect Customer KnowledgeManagement Promoter
  • 10. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 10 MindTouch loves your Brand
  • 11. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 11 MindTouch supports multiple- Brands for one organization
  • 12. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 12 So what is the customer experience… The customer can select knowledge on a product Regular visitors can see what has changed FAQs are truly the articles most accessed Or the customer can just search And get served with articles only relevant to that search term
  • 13. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 13 A key differentiator and benefit of MindTouch is that every article has a place within a knowledge landscape. Doing so MindTouch serves only THIS query but also their NEXT knowledge need of the customer along a knowledge path towards success, adoption and advocacy.
  • 14. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 14 Should your customer decide to submit a support ticket anyhow, MindTouch continues to serve – reading the support query, and… …suggests the most relevant articles in real time in order to get the customer to their solution faster
  • 15. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 15 As much as you love your brand, your support agents only call one place home…
  • 16. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 16 Agent-Empowerment Here the Support Agent has full access to MindTouch from the comfort of their SAP Environment
  • 17. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 17 Before responding to the ticket, MindTouch provides a full summary of articles already viewed by the customer – providing a basis for a more informed response to the query The agent can search MindTouch and due to the power of MindTouch permissioning, can access articles that the public cannot Request new article from this ticket Formulating a new response, the agent can enrich the MindTouch knowledge offering by entering it into the publishing workflow
  • 18. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 18 This creates a virtuous cycle that continually strengthens the Brand’s knowledge offering Knowledge request Transact Self-Service/Agent Optimize HelpRankTM and collaboration Synchronize in real-time
  • 19. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 19 Knowledge-as-a-Service that is truly multi-channel and integrates with whatever your organization has already deployed Contextual KnowledgeKnowledge Center SAP Cloud for Service SAP Cloud for Sales Chat Community SAP Cloud for CRM Ticket Deflection SAP Cloud for Social
  • 20. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 20 Advantages 1. Accelerates the buying decision 2. Customers become Promoters 3. Continually improving customer support cycle 4. Product Experts are included in the creation of Product Knowledge 5. Updates in real time  HelpRankTM  SEO & analytics 6. Deeper customer relationships 7. Lower customer retention costs
  • 21. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 21 Key Differentiators of MindTouch 1. Performance at scale as a feature (300ms average response time) 2. Cross-Channel Ticket Deflection 3. Improved search (faceted by subject, indexed) 4. Company-wide knowledge creation, administration and collaboration • No code – Drag & drop, WISIWYG interface • Full version control and audit trail of all changes • Rich-media und video support • Reporting and Content Moderation Workflows
  • 22. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 22 62% Tickets 200%+ Web Hits within 1 month of deployment
  • 23. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 23 9% Tickets in the first week alone
  • 24. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 24 The only comprehensive solution
  • 25. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 25 Your Product is only as good as your Product Knowledge
  • 26. © 2014 SAP AG or an SAP affiliate company. All rights reserved. Thank you • http://mndt.ch/rqmt • SAP@MindTouch.com • Aaron Rice, COO aaronr@mindtouch.com 619-519-9528 • Aaron Fulkerson, CEO aaronf@mindtouch.com 619-316-7487