The connected customer is upon us. The subscription economy demands a proactive Support and Success initiative to serve that customer. And the future of enterprise depends on actionable insights to deliver proactive support throughout the entire customer journey. The ability to connect through various channels—social, customer relationship managers (CRM), marketing campaigns, support ticketing software, communities, training software, product, Success Center—leaves digital breadcrumbs. These … [Read more...] about 6 Top Influencers Share Secrets to Proactive Support and Success – Video
Blog
6 Top Influencers Share Secrets to Proactive Support and Success – Video
Why So Reactive? How CSMs Can Move to a More Predictive Content Model
There were so many great takeaways from Gainsight’s Pulse 2018 conference on Customer Success. In fact, much of the Customer Success community is still buzzing about all the great sessions and impact speakers. Us, too. During our Pulse 2018 sessions, we polled attendees with some eye-opening results. The data, which I’ll dig into below, provides valuable insights into the role of Customer Success Manager (CSM), the prevalence of organizational silos, and the desperate need some … [Read more...] about Why So Reactive? How CSMs Can Move to a More Predictive Content Model
Tips for How to Get a Job in Software Development with Origin Code Academy
There’s a burning question floating around out there, one we hear a lot here at MindTouch. How, oh how to get a job in software development? It’s a question on a lot of people’s minds, especially as this field continues to grow in demand. And for good reason: according to the U.S. Bureau of Labor Statistics, the job market for software developers is expected to grow 24 percent from 2016 to 2026. One way that people are breaking into this competitive market is through code academies and … [Read more...] about Tips for How to Get a Job in Software Development with Origin Code Academy
MindTouch a Leader in G2 Crowd Grid® for Knowledge Management
We’re pleased to share a bit of news from our friends over at G2 Crowd. This year, MindTouch is positioned in the Leader quadrant of the 2018 G2 Crowd Grid® for Knowledge Management software. G2 Crowd uses this grid to recognize various companies in the knowledge management space. The other quadrants are Niche, High Performers, and Contenders (check out the G2 Crowd page for an explanation of each). How G2 Crowd defines knowledge management What we like about the G2 Crowd Grid® is that it's … [Read more...] about MindTouch a Leader in G2 Crowd Grid® for Knowledge Management
The Need for Page Speed in Mobile Self-Service
There’s something about the term “Mobilegeddon," isn't there? It's just so ... ominous. And for some businesses, things just got a bit scarier. Starting July 2018, Google will start factoring mobile page speed into search rankings (the Speed Update, as it is commonly referred to). Why is this such a chilling prospect? As it turns out, there are plenty of high page speeds out there (aka, bad mobile experiences). The average time it takes to fully load a mobile page is 22 seconds. Come July, … [Read more...] about The Need for Page Speed in Mobile Self-Service
Top Video Interviews – 7 Benefits of the Consortium for Service Innovation
When it comes to the benefit of the Consortium for Service Innovation, the managing members practice a not too common philosophy: self-selection. With marketing teams, outbound sales engines, advertising, and PR communications, we are inundated with companies, groups, and organizations pushing their value on us. The Consortium for Service Innovation is extremely valuable, yet, they don’t push it on anyone. In fact, simply recording the following video required a lot of trust on the part of … [Read more...] about Top Video Interviews – 7 Benefits of the Consortium for Service Innovation
The Greatest Customer Success Show on Earth – Gainsight Pulse 2018 Recap
Just like that, Gainsight Pulse 2018 is behind us. San Mateo was really buzzing this past week, with over 5000 attendees and 150 customer-obsessed speakers from the wide world of customer success. I was so glad that we could be a part of this incredibly valuable conference. As expected, the Pulse 2018 schedule was jam-packed with CS superstars. Nicolle Paradise gave an engaging talk about everything wrong with the idea that customer success organizations cannot be growth engines. And we were … [Read more...] about The Greatest Customer Success Show on Earth – Gainsight Pulse 2018 Recap
5 Web Self-Service Essentials
There’s a reason New Jersey is the only state that doesn’t let us fill up the gas tank on our own. If your customers want to pump their own gas, you let them. The same goes for self-service. If your customers prefer to solve issues on their own (as it turns out, they very much do), you need to enable them to do so. Not only that, you need to make that experience as frictionless as possible. Executed well, a web self-service experience can be your 24/7 customer support department. Your … [Read more...] about 5 Web Self-Service Essentials
What is Contextual (Self-Service) Content?
Today’s customer support landscape is ruled by the companies that rule direct customer engagement. Whatever the reason, be it Mobilegeddon or life at the speed of the latest page refresh, our customers expect us to meet them wherever they are throughout the entire customer journey, from pre-purchase to post-sale and everything in between. Blink and that customer might be gone, probably on to the next micromoment. No matter how daunting a challenge it can be to meet the demand for instant, … [Read more...] about What is Contextual (Self-Service) Content?
A Self-Service Experience Well Worth the Click
The value of a low-effort web self-service experience cannot be underestimated. Well, it can, but we don’t recommend it. The consequences can be costly. High support case volume and agent burnout. Frustrated, dissatisfied, disloyal customers. Scary stuff. A central part of any good self-service portal is click navigation. If you’ve been following along here the past few months, you know how we feel about good click navigation. Not too long ago, we highlighted the straightforward click-nav … [Read more...] about A Self-Service Experience Well Worth the Click