2013 lavacon nola workshop - mindtouch

2013 LavaCon NOLA

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Apply innovations from the web, social and mobile software to transform the product help experience.

Creating product experiences that increase brand value, product competitiveness and user happiness. 

The MindTouch Vision

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• Inconsistent, fragmented• Each channel is different• Too slow to update with modern

release schedules

• Customers, partners and product experts can not contribute

• No analytics, no SEO, no marketing automation value

• Really FRUSTRATING

Today’s Help Experiences

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Customer Experience Tools are Reactive

Customer

Experience:

Reactive Technology

Call Center

Customer Support Ticketing

Chat

Social Business

and Forums

Social Streams

Customer Experience• Reacts to customer

problems• Customers must wait• Inconsistent quality• Require full time staff• Costly for companies• Frustrating for customers

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Convert the best content into:• A web native self-serve

help center• In-product help system• Knowledge-as-a-Service

Transformative: • Deploys in days not

months• Web-based and

collaborative – empower experts to contribute

• Machine learning optimizes content organization and search results

• One place for analytics• High in SEO value• Rich for marketing

automation

Proactive Experiences

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Web Self-Service In-Product Help System

Chat IntegrationFacebook and

Social Integration

Case Management andCRM Integration

Discussion ForumIntegration

Customer Success: Silo Free, Proactive and as-a-Service

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Proactive Support

Product Experience:

Proactive Technology

Self Service Help Center

In Product Help

Success/Retention

Automation

Knowledge Collab

Knowledge-as-a-

Service

Product Experience• Prevents customer

problems• No wait required• Consistent quality• Content augments staff• Saves money• Delights customers

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PX Improves CX Via Knowledge-as-a-Service

Customer Experience Reactive Customer Help

• Call Center• Support ticketing• Social monitoring/streams• Discussion tools

Product ExperienceProactive Customer Help

• Self-help• In-Product help• Knowledge collaboration• Knowledge-as-a-Service• Success/Retention

Automation

Knowledge-as-a-Service improves CX technologies: response quality and resolution times.

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Holistic Analytics and Marketing Automation

1. Identify trends rapidly (weeks and days)2. React immediately3. Informs:

• Content strategy• Customer retention• Up and Cross-selling• Product strategy• Marketing strategy

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• Consistent, complete and quality content• Speed and time to value• Complete customer experience analytics and

automation capabilities

Mostly though, because your: • Customers will be happier• Brand more valuable• Products more competitive

Why?

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MindTouch is trusted by hundreds of the world’s most respected brands.

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• 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 content

organization optimization• Conditional (Adaptive) Content• Deep search• Content analytics enabling web analytics

Some Unique and Valuable Features

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• 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 value

Common Benefits

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Objective• Global Initiative to

establish brand control

Scope• 120+ mobile devices• Tutorials, videos, FAQ’s,

Troubleshooting, user guides, FAQs…

• Global audience, 16 languages

• Web self-serve• Agent facing• .COM integration• In product

Outcome• Success powered by

MindTouch

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Objective• Increase customer success

and improve retention

Scope• Web self-service• In-product help• Case management

integration• Knowledge collaboration

Outcome• Success powered by

MindTouch

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Objective• Increase the speed of

customer success• Speed time to deploy

Zuora

Scope• Web self-service• Support ticketing

integration• Knowledge collaboration

Outcome• Success powered by

MindTouch

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Objective• 45 day deployment

deadline for global launch• Global multi-channel help

experience

Scope• Web self-service• Support ticketing

integration• In-product contextual help• Knowledge collaboration• Marketing automation

integration

Outcome• Success powered by

MindTouch

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Objective• Create social learning

environment to drive peer to peer help

• Empower customers, partners and subject matter experts to collaborate

Scope• Web self-service• In-product contextual help• 40 products• 13 languages• 2.5 million community

contributions

Outcome• Success powered by

MindTouch

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• 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 value

Common Benefits

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Let’s Talk

Contact MindTouch for a product demo, a product trial or more customer success stories.

www.MindTouch.com

Info@MindTouch.com 

Product Experience Software: Proactive Support