How Knowledge Management Supports WFH Customer Service
Complimentary Gartner report outlines best practices for maximizing both customer and agent experiences with a knowledge management solution.
Case study: Gainsight
How Gainsight drove customer lifetime value by creating a post-sale customer experience centered around self-service.
How to revolutionize your CX in less than two weeks
MindTouch CEO Aaron Rice explains a customer self-service methodology focused on time to value.
Finally, a knowledge platform that’s as obsessed with customer experience as you are
The customer experience is broken, and we can help you fix it. Instead of poor search experiences and hard to find content, leading to higher customer effort and lower customer satisfaction, MindTouch does it differently. Our multi-channel approach engages your customers where they are and provides multiple paths to success.
Helping the world’s leading brands make life easier for customers
“We’ve used several products historically and Mindtouch’s product is the most effective and soundly constructed tool we’ve used. They very clearly have a sound philosophy in how they approach knowledge management, while also having a tool that is customizable enough to meet a wide range of applications and needs.” – Mike D
“The main problem we solved with MindTouch was how to make our external-facing documentation easier to manage by internal staff and create a more robust user-experience. MindTouch makes it very straightforward to reuse content in multiple places which reduces redundancy and administrative overhead” – Ben M
“The MindTouch platform is being used as our internal Knowledge Base. It is a critical application for the contact centre. We are extending use to customer self-service functions (which, of course, aligns with MindTouch core capability). This is how software should be written and sold.” – David G
“With our Mindtouch site, we are able to provide all necessary internal documentation as well as have a customer facing support section. This has allowed us to ensure all our documentation is up-to-date and in a single location. Providing current, relevant, problem-solving information to our employees right at their fingertips has been a huge benefit to us.” – Alicia T
“MindTouch is helping to support our efforts by allowing us to implement KCS. We have the MindTouch widget enabled in Service Cloud for all of our support engineers. So everyone is able to link and create and search through the widget there. They also have access to the site. So the platform is really easy to use. That’s the biggest praise that we’ve gotten in this switch is by creating content, and updating content is super easy on the platform.” – Jessica C
Built to make finding answers a breeze
Proactive customer service depends on enterprise-grade knowledge management. A robust platform capable of handling large amounts of content across the organization, blended and linked together, all playing nice with your existing mix of technology—that’s MindTouch. A single source of truth that can extend knowledge to all the channels your customers and agents use most.Learn more about MindTouch
Gartner, the world’s leading research and advisory company, has shortlisted MindTouch as a knowledge management provider in its “Customer Service Technology Vendor Guide, 2019,” its “CRM Vendor Guide, 2018,” and its “Hype Cycle for CRM Customer Service and Customer Engagement, 2017.”
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Looking to improve agent productivity? We can do that, too.
With MindTouch integrations, agents can quickly search and view content without switching windows, get valuable customer insights, and reduce time to resolution. MindTouch easily extends into some of the leading CRM and contact center solutions from vendors like Salesforce, SAP, Zendesk, Genesys, Five9 and ServiceNow. No lengthy rollout times or heavy customization. No keeping the customer waiting.