The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences in a drive to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in customer self-service. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. 1. Human Preference The most striking evidence of the self-service trend is consumer … [Read more...] about Five Trends Accelerating Customer Self-Service Demand
Blog
Five Trends Accelerating Customer Self-Service Demand
TOP 124 Salesforce Influencers of 2017 – In a League of their Own
Thousands have asked for it, many have tried to get on it, but few have made the final cut. Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). It’s no mystery that the Salesforce ecosystem is not only large, but extremely complex. That is why whittling down the TOP Salesforce Influencers is no easy task, though one of the most valuable assets to have if trying to understand Salesforce capabilities. We started by creating a massive list … [Read more...] about TOP 124 Salesforce Influencers of 2017 – In a League of their Own
Product release 2017-10-12
Self-Service Customer Onboarding to Lower Support Costs
"That's what I want!" she exclaimed. I was demoing a customer's deployment of MindTouch to a senior leader in Customer Support. The customer site is Cake Software for Restaurant Management and Point of Sale, a software-as-a-service product owned by the massive food service conglomerate Sysco. The head of support on the phone with me was so excited about what I was showing her that it was almost alarming, in the best possible way. She understood that quickly onboarding new clients increases … [Read more...] about Self-Service Customer Onboarding to Lower Support Costs
Customer Highlight: Planview Customer Education
Planview is a software-as-a-service (SaaS) company and the industry leader in work and resource management software. They're also a proud MindTouch customer. A common use case for MindTouch clients is converting training, how-to, or LMS content into an effective self-service experience that serves as Customer Education. Doing this right means improving customer onboarding and renewals, which naturally increases ticket deflection and improves efficacy for the Customer Support team. Customer … [Read more...] about Customer Highlight: Planview Customer Education
A Critical Early Stage in Self-Service Maturity: Blending Content Types
Too often, companies focus on their internal workgroup needs and forget to align cross-departmentally to solve for the customer. This is a big miss because it's the customer that matters most. This lack of alignment is found at most organizations in their content and knowledge implementations. What siloed content looks like The product team produces documentation and publishes it as files (PDF and maybe HTML). The Support team can't find the right information in the static documentation so … [Read more...] about A Critical Early Stage in Self-Service Maturity: Blending Content Types
Product release 2017-10-05
Product release 2017-09-28
Announcing 2017’s TOP25 Content Experience Influencers and TOP200 Strategists
Content strategy will never be the same again — and our TOP25/200 Content Experience list proves it! See below for list of winners. With well over 1,700 individual nominations and votes, we created two separate lists this year: the best-of-the-best who influence an industry (voted on by an elite judging panel), and our top strategists implementing Content Experience across the entire customer journey. What do we mean by ‘Content Experience?’ This role is not defined or exclusively … [Read more...] about Announcing 2017’s TOP25 Content Experience Influencers and TOP200 Strategists
