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
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Why Machine Learning is the Hero of Customer Feedback Analysis
MindTouch for Salesforce Integration is Here
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
A Very Special Lambda # Hackathon
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
New Gartner Report Highlights Top Knowledge Management Systems
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
MindTouch Among Best Customer Service Blogs
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
Europe Embraces KCS®
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®
4 Tips for Driving SaaS Growth with Customer Success
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
Agile Support and KCS Methodology – Key Questions and Takeaways
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
Customers on a Roll: Netsmart, ThoughtSpot, Kareo, Code42, RichRelevance
We have the privilege of working with some pretty innovative companies. Really innovative. Each morning seems to bring new accolades, achievements, and awards from MindTouch customers. Recently, while sipping the morning cuppa, we were so pleased to see five MindTouch customers making headlines. These companies are on a flat-out roll. ThoughtSpot The World Economic Forum (WEF) recently named ThoughtSpot to the world’s 61 most promising Technology Pioneers 2018. WEF Technology Pioneers are … [Read more...] about Customers on a Roll: Netsmart, ThoughtSpot, Kareo, Code42, RichRelevance
What San Diego Startup Week Means to MindTouch
The startup life is all about humble beginnings and big ideas. It’s about taking a new and ambitious idea from seed to growth (and enduring a bunch of adversity and heartache along the way). This is the kind of mentality you’ll find at San Diego Startup Week, an opportunity for entrepreneurs and businesses in various stages of business to put themselves in a better position to succeed. And we love it. What is San Diego Startup Week? San Diego Startup Week (#SDSW) is the annual gathering of … [Read more...] about What San Diego Startup Week Means to MindTouch