You cannot have a discussion with a customer about business measurements or metrics without covering customer KPIs (Key Performance Indicators) in some way. Tracking KPIs is highly critical for customer-facing professionals, as they are a reliable and quantifiable way to analyze performance. KPIs also help organizations set clear business objectives, which makes Customer Success tangible, both for customers and internal executive stakeholders. Plotting out the measurements needed to attain … [Read more...] about Why is Tracking Customer KPIs Difficult for CSMs?
A knowledge base can make or break the self-service experience, for your customers and internal support agents. Yet the KB is just one aspect of a sound knowledge management strategy. Shortcomings can make it difficult for customers and customer support agents to be successful with your product or service. Flagging customer satisfaction KPIs? Ballooning support costs? Rampant agent inefficiency? It might be time to evaluate your approach to knowledge management. What is a Knowledge … [Read more...] about How Good is Your Knowledge Management Strategy?
If you’re gathering customer feedback, you know that the trouble is not in gathering feedback, but rather, getting actionable insight from the feedback you’ve gathered. Customer feedback analysis, to be precise. Even if you feel like you’re sitting on a goldmine for understanding your customer base, getting value out of your feedback can seem like a monumental task. You might find yourself frustrated by: Feedback from different channels being locked in data silos The enormous time … [Read more...] about Why Machine Learning is the Hero of Customer Feedback Analysis
MindTouch for Salesforce has arrived! Our brand-new Salesforce integration is specifically designed to boost agent efficiency and make customers happier. It is a seamless knowledge base experience within the CRM that can help shorten mean time to resolution, limit context switching, and reduce frustrating (and time-consuming) repetition. How does MindTouch for Salesforce work? Essentially, the MindTouch for Salesforce integration is a way for customer support agents to access knowledge base … [Read more...] about MindTouch for Salesforce Integration is Here
Part workshop, part challenge and competition—always a rush! This is what the Lambda # Hackathon is all about. Lambda # (λ#, as it is officially known) is a community of passionate technologists. The group is highly focused on Serverless Architecture, .NET Core, and AWS Lambda. And each month, the group hosts a meetup at the MindTouch headquarters downtown. What is a Hackathon? A Lambda # Hackathon is an opportunity for people of all ages and skill levels to dive into a variety of coding … [Read more...] about A Very Special Lambda # Hackathon
If the latest CRM Vendor Guide from Gartner is any indication, the business value of scalable knowledge management systems is rapidly expanding. Use cases, too. From marketing, sales, and commerce to analytics and call center infrastructure, the creation and delivery of knowledge can create lower effort customer service experiences for internal and external customers alike. In this latest report, MindTouch is listed as a leader in Knowledge Management for Customer Service. Here’s a closer … [Read more...] about New Gartner Report Highlights Top Knowledge Management Systems
We’re pleased to share good news: the MindTouch blog has been named a Best Customer Service Blog by CreditDonkey. Considering what good company we’re in, pleased is an understatement—we’re positively verklempt. CreditDonkey, a leading source of financial tips for small businesses, curates this list based on the customer service blogs that are most useful to its audience. We appreciate the way they provide a brief overview of each blog; a highlighted post (here’s ours); and of course a social … [Read more...] about MindTouch Among Best Customer Service Blogs
When I was hired five years ago to implement knowledge base tools, I knew I had a challenge on my hands. What’s the point of having a tool when it’s not going to be used? And how would I convince people that it’s in everyone’s best interest to share what we know? So I started my search for existing knowledge management best practices—surely I wasn’t the only one who was asking these questions? Having come up empty in my native country, The Netherlands, I expanded my search. It took me to the … [Read more...] about Europe Embraces KCS®
In a blink, San Diego Startup Week has come and gone. This year’s #SDSW was one of the richest yet, especially in terms of practical information that attendees can apply to their own businesses right now. This was especially true of Driving SaaS Growth With Customer Success, a panel moderated by Shawn Bridgeman, Director of HR & Business Design at PetDesk. This panel featured a comprehensive discussion between a group of experienced customer success specialists. We heard from: … [Read more...] about 4 Tips for Driving SaaS Growth with Customer Success
Our recent webinar, Agile Knowledge Management for Support, generated plenty of conversation. David Kay and our own Bonnie Chase dug into new approaches to Agile knowledge management and how those impact knowledge-centered service (KCS) methodology. As it turns out, Agile support and KCS methodology are related in many ways, iteration, prioritization and team centricity principal among them. To keep the conversation going, here’s a brief recap of some takeaways from the webinar, including … [Read more...] about Agile Support and KCS Methodology – Key Questions and Takeaways