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2013 LavaCon NOLA
2Apply innovations from the web, social and mobilesoftware to transform the product help experience.Creating product exper...
3• Inconsistent, fragmented• Each channel is different• Too slow to update with modernrelease schedules• Customers, partne...
4Customer Experience Tools are ReactiveCustomerExperience:Reactive TechnologyCall CenterCustomerSupportTicketingChatSocial...
5Convert the best content into:• A web native self-servehelp center• In-product help system• Knowledge-as-a-ServiceTransfo...
6Web Self-Service In-Product Help SystemChat IntegrationFacebook andSocial IntegrationCase Management andCRM IntegrationDi...
7Proactive SupportProductExperience:Proactive TechnologySelf ServiceHelp CenterIn ProductHelpSuccess/RetentionAutomationKn...
8PX Improves CX Via Knowledge-as-a-ServiceCustomer ExperienceReactive Customer Help• Call Center• Support ticketing• Socia...
9Holistic Analytics and Marketing Automation1. Identify trends rapidly (weeks and days)2. React immediately3. Informs:• Co...
10• Consistent, complete and quality content• Speed and time to value• Complete customer experience analytics andautomatio...
11MindTouch is trusted by hundreds ofthe world’s most respected brands.
12• Collaboration - LightSpeed Web-based collaborative authoring – crowdsourcing Content dynamically organizes• Knowledg...
13• Speed• Brand control• Lowered support costs Dramatic improvements to ticket deflection (100%+) Faster mean time to r...
14Objective• Global Initiative toestablish brand controlScope• 120+ mobile devices• Tutorials, videos, FAQ’s, Troubleshoot...
15Objective• Increase customer successand improve retentionScope• Web self-service• In-product help• Case managementintegr...
16Objective• Increase the speed ofcustomer success• Speed time to deployZuoraScope• Web self-service• Support ticketingint...
17Objective• 45 day deploymentdeadline for global launch• Global multi-channel helpexperienceScope• Web self-service• Supp...
18Objective• Create social learningenvironment to drive peerto peer help• Empower customers,partners and subjectmatter exp...
19• Speed• Brand control• Lowered support costs Dramatic improvements to ticket deflection (100%+) Faster mean time to r...
20Let’s TalkContact MindTouch for a product demo, aproduct trial or more customer successstories.www.MindTouch.comInfo@Min...
Product Experience Software: Proactive Support
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2013 Lavacon NOLA Workshop - MindTouch

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2013 Lavacon NOLA Workshop - MindTouch

  1. 1. 2013 LavaCon NOLA
  2. 2. 2Apply innovations from the web, social and mobilesoftware to transform the product help experience.Creating product experiences that increase brandvalue, product competitiveness and userhappiness.The MindTouch Vision
  3. 3. 3• Inconsistent, fragmented• Each channel is different• Too slow to update with modernrelease schedules• Customers, partners and productexperts can not contribute• No analytics, no SEO, no marketingautomation value• Really FRUSTRATINGToday’s Help Experiences
  4. 4. 4Customer Experience Tools are ReactiveCustomerExperience:Reactive TechnologyCall CenterCustomerSupportTicketingChatSocialBusinessandForumsSocialStreamsCustomer Experience• Reacts to customerproblems• Customers must wait• Inconsistent quality• Require full time staff• Costly for companies• Frustrating for customers
  5. 5. 5Convert the best content into:• A web native self-servehelp center• In-product help system• Knowledge-as-a-ServiceTransformative:• Deploys in days notmonths• Web-based andcollaborative – empowerexperts to contribute• Machine learning optimizescontent organization andsearch results• One place for analytics• High in SEO value• Rich for marketingautomationProactive Experiences
  6. 6. 6Web Self-Service In-Product Help SystemChat IntegrationFacebook andSocial IntegrationCase Management andCRM IntegrationDiscussion ForumIntegrationCustomer Success: Silo Free, Proactive and as-a-Service
  7. 7. 7Proactive SupportProductExperience:Proactive TechnologySelf ServiceHelp CenterIn ProductHelpSuccess/RetentionAutomationKnowledgeCollabKnowledge-as-a-ServiceProduct Experience• Prevents customerproblems• No wait required• Consistent quality• Content augments staff• Saves money• Delights customers
  8. 8. 8PX Improves CX Via Knowledge-as-a-ServiceCustomer ExperienceReactive Customer Help• Call Center• Support ticketing• Social monitoring/streams• Discussion toolsProduct ExperienceProactive Customer Help• Self-help• In-Product help• Knowledge collaboration• Knowledge-as-a-Service• Success/RetentionAutomationKnowledge-as-a-Service improves CX technologies:response quality and resolution times.
  9. 9. 9Holistic Analytics and Marketing Automation1. Identify trends rapidly (weeks and days)2. React immediately3. Informs:• Content strategy• Customer retention• Up and Cross-selling• Product strategy• Marketing strategy
  10. 10. 10• Consistent, complete and quality content• Speed and time to value• Complete customer experience analytics andautomation capabilitiesMostly though, because your:• Customers will be happier• Brand more valuable• Products more competitiveWhy?
  11. 11. 11MindTouch is trusted by hundreds ofthe world’s most respected brands.
  12. 12. 12• Collaboration - LightSpeed Web-based collaborative authoring – crowdsourcing Content dynamically organizes• Knowledge-as-a-service: every customer channel Enhance CRM, contact center, in-product, chat… Analytics help define content and product strategy New customer loyalty automation opportunities• API First and strict adherence to standards• HelpRank – machine learning search and contentorganization optimization• Conditional (Adaptive) Content• Deep search• Content analytics enabling web analyticsSome Unique and Valuable Features
  13. 13. 13• Speed• Brand control• Lowered support costs Dramatic improvements to ticket deflection (100%+) Faster mean time to resolution (33%) More effective agents (lowered costs)• Improved content, product and marketing strategy• Increased up-selling• Happier customers• Increased customer loyalty (retention)• Increase brand valueCommon Benefits
  14. 14. 14Objective• Global Initiative toestablish brand controlScope• 120+ mobile devices• Tutorials, videos, FAQ’s, Troubleshooting, userguides, FAQs…• Global audience, 16languages• Web self-serve• Agent facing• .COM integration• In productOutcome• Success powered byMindTouch
  15. 15. 15Objective• Increase customer successand improve retentionScope• Web self-service• In-product help• Case managementintegration• Knowledge collaborationOutcome• Success powered byMindTouch
  16. 16. 16Objective• Increase the speed ofcustomer success• Speed time to deployZuoraScope• Web self-service• Support ticketingintegration• Knowledge collaborationOutcome• Success powered byMindTouch
  17. 17. 17Objective• 45 day deploymentdeadline for global launch• Global multi-channel helpexperienceScope• Web self-service• Support ticketingintegration• In-product contextual help• Knowledge collaboration• Marketing automationintegrationOutcome• Success powered byMindTouch
  18. 18. 18Objective• Create social learningenvironment to drive peerto peer help• Empower customers,partners and subjectmatter experts tocollaborateScope• Web self-service• In-product contextual help• 40 products• 13 languages• 2.5 million communitycontributionsOutcome• Success powered byMindTouch
  19. 19. 19• Speed• Brand control• Lowered support costs Dramatic improvements to ticket deflection (100%+) Faster mean time to resolution (33%) More effective agents (lowered costs)• Improved content, product and marketing strategy• Increased up-selling• Happier customers• Increased customer loyalty (retention)• Increase brand valueCommon Benefits
  20. 20. 20Let’s TalkContact MindTouch for a product demo, aproduct trial or more customer successstories.www.MindTouch.comInfo@MindTouch.com
  21. 21. Product Experience Software: Proactive Support

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