Fast forward to nearly eight months with MindTouch in place. Thanks to a single portal for customer support, customer education, and partner management, the Conga team now has data-driven insights into customer behavior. Namely, they can see what kind of support content their customers are searching for and how they’re consuming it—before, during, and after submitting a case. Instead of being tied to product iterations, the content experience is now based on how customers implement and customize their Conga solutions, independent of product releases. And Customer Support can now link articles directly to cases, then leverage MindTouch analytics to inform Conga’s ongoing root cause analysis efforts. All of this useful content is available across Conga’s various customer touch points, including in-product, support ticketing, and their customer relationship management interface. With smarter content comes improved customer success.
For Conga’s customers, a single look and feel across all customer-facing digital assets has vastly improved customer confidence through navigation. This improvement is underscored by a significant uptick in ticket deflection. Within the product itself, Conga can now link to contextual help at certain touch points, which helps keep the user interface clean and easy to use. “More than anything, [our customers] want to be able to take care of themselves,” says Doug Rybacki, Chief Product Office at Conga. “They want to be self-enabled. They don’t want to have to pick up the phone to call customer support.” And as Rybacki has seen with new product releases, improved customer confidence leads to higher rates of adoption.
Overall, it now requires less effort for customers to find useful support and best practices no matter whom they’re interacting with, be it the support team, customer success, or otherwise. And improved customer effort, loyalty, and trust are crucial to growth-stage companies like Conga, companies that need scalable support to meet the demands of their rapidly expanding user bases.
Watch the brief video below and learn more.