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MindTouch: Drive Customer Success with Self-service Support
 

MindTouch: Drive Customer Success with Self-service Support

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MindTouch, Inc is a provider of cloud based customer success software. MindTouch is transforming how all businesses drive customer success by empowering them to author, capture and serve knowledge to ...

MindTouch, Inc is a provider of cloud based customer success software. MindTouch is transforming how all businesses drive customer success by empowering them to author, capture and serve knowledge to their customers in new ways and by creating insight from customers' behavior. MindTouch creates shorter sales cycles, increases organic site traffic, and turns new users into experts and brand advocates.

MindTouch is used by millions of people every day. Industry leaders like Intuit, Remington, Hewlett-Packard, Verizon, SAP, Zuora, MakerBot and RSA Security rely on MindTouch to support their customers' success. Read more about MindTouch here: http://mindtouch.com

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  • Product help = Brand = Product
  • Hard to know which document is the latest “official” versionProduct enhancements occur with greater frequency and legacy help systems cannot keep upOfficial versions of help need to incorporate user suggestions and be comprehensive – one stop shoppingContent fragmented in silos
  • Hard to know which document is the latest “official” versionProduct enhancements occur with greater frequency and legacy help systems cannot keep upOfficial versions of help need to incorporate user suggestions and be comprehensive – one stop shoppingContent fragmented in silos
  • Hard to know which document is the latest “official” versionProduct enhancements occur with greater frequency and legacy help systems cannot keep upOfficial versions of help need to incorporate user suggestions and be comprehensive – one stop shoppingContent fragmented in silos
  • Hard to know which document is the latest “official” versionProduct enhancements occur with greater frequency and legacy help systems cannot keep upOfficial versions of help need to incorporate user suggestions and be comprehensive – one stop shoppingContent fragmented in silos

MindTouch: Drive Customer Success with Self-service Support MindTouch: Drive Customer Success with Self-service Support Presentation Transcript

  • ! ! ! Serving the demands of your 71%!
  • Agenda! 1.  Relevant trends and research! 2.  MindTouch overview! ! 3.  Contact Sales@MindTouch.com for a live demo with live customers sites and real world best practices! 4.  Product tour – with screen shots! ! 5.  Benefits! 6.  Commonly cited differentiators!
  • Driving Shareholder Value! Customer service and customer effort with products or services were principal factors of CXI.! Source: October 2013 “Technology Management In The Age Of The Customer”! *    
  • Preference and Growth of Customer Service Channels !
  • Preference and Growth of Customer Service Channels ! 71%  in  2013  Study  by  Forrester  
  • Key Research Trends! ! Online self service is top demanded channel! 70% of Buyers self educate online before buying! 71% of Consumers prefer self-service channel! Source: Forrester Research 2013! ! ! Customers Requiring Agent Interaction! 4 times more likely to leave disloyal than loyal! Source: Harvard Business Review July 2010! ! ! !
  • Business and Project Planning! MindTouch drives customer success, user adoption and creates brand advocates for large brands in technology, manufacturing and services.!
  • And many emerging technology brands.!
  • Product Stages! Departments! Content Types! Create or! Package! •  Engineering! •  Product management! •  Subject matter experts! •  Technical communication! •  Product manuals ! •  In-product contextual help! •  Editorials – best practices! •  Specifications! •  Release notes! •  Product announcements ! •  Known issues! Market! •  Product management! •  Product marketing! •  Product videos! •  Technical sales sheets and marketing! •  Competitive differentiators! Sell! •  Sales engineer! •  Technical sales reps! ! •  Samples created during sales cycle to validate product! •  Customer configurations! •  Workflows and technical use cases! Execute! •  Client services! •  Partners! •  Integrators! •  Implementation documentation! •  Partner information ! •  Customer configurations and samples! Train! •  Customer success! •  Subject matter experts! •  eLearning! •  Training! •  Training materials! •  Best practices! •  How-tos and tutorials! Support! •  Customer support! •  Closed cases! •  Knowledge base ! Renew / Sell! •  Account management! •  Customer Insights – product usage and customer value! •  Same as Sell and Implement phases! Success Assets Span All Departments!
  • Product Stages! Departments! Content Types! Create or! Package! •  Engineering! •  Product management! •  Subject matter experts! •  Technical communication! •  Product manuals ! •  In-product contextual help! •  Editorials – best practices! •  Specifications! •  Release notes! •  Product announcements ! •  Known issues! Market! •  Product management! •  Product marketing! •  Product videos! •  Technical sales sheets and marketing! •  Competitive differentiators! Sell! •  Sales engineer! •  Technical sales reps! ! •  Samples created during sales cycle to validate product! •  Customer configurations! •  Workflows and technical use cases! Execute! •  Client services! •  Partners! •  Integrators! •  Implementation documentation! •  Partner information ! •  Customer configurations and samples! Train! •  Customer success! •  Subject matter experts! •  eLearning! •  Training! •  Training materials! •  Best practices! •  How-tos and tutorials! Support! Renew / Sell! •  Account management! •  Customer Insights – product usage and customer value! •  Same as Sell and Implement phases! Knowledge Tools Are Narrow Break / Fix! Knowledge Base
 Knowledge Management!
  • Product Stages! Departments! Content Types! Create or! Package! Market! Sell! ! ! ! Execute! Train! Support! Renew / Sell! Author, Capture, Organize and Serve All Content Types!
  • Driving Customer Success – Serving Your 71% ! Fragmented - SOLVED! “[Product knowledge] is spread over more than 30 systems and seven formats. Every department is using something different.” - Blackboard.com! ! Inconsistent - SOLVED! “I have no idea what we’re responding with across most of our support channels.” - SuccessFactors! ! Hard to update - SOLVED! “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! ! Collaboration and Feedback - SOLVED! “The people closest to our customers need to contribute to and provide feedback on [knowledge], but we’re still using PDF and printed materials.” – Verizon! ! No analytics, no SEO - SOLVED! “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!
  • 13 Customer Success Center! Contextual Help System! Real-time Chat and Phone!eLearning / Training! Support! Channels! Sales and ! Marketing! Ticket  Deflec:on   Driving Customer Success!
  • 14 Continuous Optimization! ! Optimization! ! Agent and Customer Feedback ! •  Score articles! •  Request edits or topics! ! Capture and Reuse! •  Flexible publishing workflows ! ! HelpRankTM ! •  Machine learning optimization of search and organization! Knowledge Analytics! •  Identify gaps in content or quality! ! Knowledge   Request   Proac:ve  or  Reac:ve   Transact   Self-­‐Service  or  Agent   Op6mize   HelpRankTM  and   Collabora:on   Synchronize   In  real-­‐:me,  customer   channels  update   Continuously Improving: ! •  Deflection! •  First call resolution! •  Average handle time! •  Customer Effort Score! •  Net Promoter Score! •  Happiness!
  • Easy to Customize Omni-Channel Success Center!
  • Customer Success Assets Span Many Departments!
  • Product Management, Techcomm and Engineering! Product and Engineering!
  • Customer Success, Training, Best Practices from SMEs! Training  
  • Customer Support Knowledge Articles and FAQs! Customer Support!
  • Content Types Dynamically Organized with Machine Learning! All content types organized and optimized with HelpRank!
  • Easy to Customize Omni-Channel Success Center!
  • Customer Success Assets Span Many Departments!
  • Product Management, Techcomm and Engineering! Product and Engineering!
  • Customer Success, Training And Best Practices From SMEs! Training   Training  
  • Customer Support Knowledge Articles and FAQs! Support  
  • Content Types Dynamically Organized with Machine Learning! All content types organized and optimized with HelpRank!
  • 27 Authoring, Auditing and Publishing! Drag-and-Drop Authoring! ! ! •  Easy to use authoring with drag-and-drop controls! •  Complete audit trail and revision control! •  Full support for rich media (video and images)! •  Unbreakable links! •  File and page versioning! •  All content is stored as highly portable standard formats! •  Easy to automate ! •  No training required!
  • 28 Scalable Collaboration and Workflows!
  • 29 Case and Call Deflection! Filter agent interactions through self-service! ! ! •  No customization necessary ! •  Real-time search! •  Dynamic decision tree! •  Search faceting! •  Add to any system in minutes (HTML)! •  Entirely Customizable ! !
  • 30 Self-Service: Customer Success Center ! While contacting support, MindTouch recommends relevant articles.! Customers search / find and browse / discover. If content is not available they contact Support. !
  • 31 Real-Time Customer Insights! Improve Salesforce Service Cloud Cases and Live Agent Chat:! •  Customer Insights! ! ! Customer Service! ! -  Understand your customers’ needs! -  Never send the same article twice! ! ! Customer Success! ! -  Detect at-risk and advocates! -  Understand and optimize learning paths by examining customer behavior! Customer Insights! ! Real-time reporting on customer behavior across all engagement channels. ! !
  • 32 Contextual Recommendations! Improve Salesforce Service Cloud Cases and Live Agent Chat:! •  Automatic recommendations! •  Dynamic decision tree! •  Custom filters! •  Link to case for Salesforce reporting! •  Build reports in Salesforce! ! Results! •  Faster response! •  Lower costs ! •  Improve Customer Effort Scores (CES)! •  Improve Net Promoter Scores (NPS)! •  Teach self-service! •  Increase customer success!
  • 33 Global Search ! Improve Salesforce Service Cloud:! •  Automatic recommendations! •  Dynamic decision tree! •  Custom filters! ! Results! •  Faster response! •  Lower costs ! •  Improve Customer Effort Scores (CES)! •  Improve Net Promoter Scores (NPS)! •  Teach self-service! •  Increase customer success!
  • 34 Capture, Authoring and Workflow! Publish from Salesforce to MindTouch in a click! ! •  Draft/approval and publishing workflows! •  Easy to use authoring with drag-and-drop controls! •  Complete audit trail and revision control! •  Full support for rich media (video and images)! •  Unbreakable links! •  File and page versioning! •  Easy to automate ! •  No training required!
  • 35 Request  Ar:cle   AGENT EMPOWERMENT! Pre-packed API endpoints for integration with any system.! ! Customer Insights
 Agents may view customer activities--articles viewed and searches executed. ! GeniusSearch 
 Relevant articles recommended in real-time. Agents may search and results are faceted based on decision tree. ! ! Capture! Agents may request knowledge, edits and score articles. Curators manage requests and contributions with workflow and analytics with drag-and-drop tools and workflow. Knowledge auto- organized with HelpRank (machine learning). !  
  • 36 Unique Search Capabilities! •  Automatic and real-time recommendations! ! •  Dynamic decision tree! ! •  Custom facets!
  • 38 Embedded Knowledge! Descrip6on   •  Place  an  interac:ve  KB  on   your  exis:ng  site  or  forum   •  F1-­‐powered  layout  to   navigate  and  search   without  leaving  your  site   •  Embed  any  subsec:on  or   hierarchy   •  Page  permissions  s:ll  apply   •  Supports  custom  branding   HTML  Embed  Code   <iframe  src=“…”  ></iframe>  
  • 39 In-Product Contextual Help! Descrip6on   •  MindTouch  F1  -­‐  embed   contextually  relevant   content  on  any  site  or   within  your  product   •  Change  which  ar:cle   appears  without  making   website  changes   •  Customizable  triggers   (click,  hover,  :mer,  etc.)   •  User  permissions  s:ll  apply   •  KB  naviga:on  and  search   •  Supports  custom  branding     Include  MindTouch  F1  Javascript   Click  help  
  • 40 HelpRequest Reporting! Value-Based Reporting! ! ! •  Track preferred channels! •  Daily reporting on usage! ! A HelpRequest is a unit of help delivered to a user across any channel. Includes: ! •  Success Center, contextual help (F1) or API page view ! •  PDF file generation! •  Search query! •  File download! ! ! ! !
  • Benefits! 1.  More prospects, faster sales and customer promoters! •  Organic search traffic +50%! •  Increase Net Promoter Score (NPS)! 2.  Improves Customer Effort Score (CES)! •  “How much effort did you personally have to put forth to handle your request?”! •  Impacts NPS (see 2010 HBR study)! ! 3.  Fastest time to value! •  Weeks or months! •  Does not require customer services work! ! 4.  Decrease support costs! •  Ticket deflection +20% to +67% ! •  Agent empowerment -40% mean time to resolution! !
  • Commonly Cited Differentiators! 1.  Fastest to deploy ! •  Launches in weeks not months! 2.  Fastest to customize ! •  100% adherence to standards ! 3.  Fastest to integrate! •  100% adherence to open standards ! •  Pre-packaged interfaces are plug-and-play! •  100% API coverage! 4.  Unique authoring, capture and publishing! •  Easy to use (drag-and-drop)! •  Automate capture from any engagement system! 5.  Customer Insights and Knowledge Analytics! 6.  Unique search features! •  Dynamic decision tree, custom faceting! 7.  Strict adherence to SEO best practices! 8.  Performance and reliability ! •  250ms baseline response – guaranteed uptime! 9.  “It’s just easy to use”! 10.  Fanatical Customer Success program!
  • Serving the demands of your 71%!