Yesterday, MindTouch's cloud infrastructure handled 6,048,192 HelpRequests across all MindTouch sites, each request creating knowledge or providing it to your customers. MindTouch has a continuing commitment to speed and performance, and delivering all this knowledge presents significant engineering challenges that other customer success software, knowledgebases, and content management systems do not face. MindTouch pages are so much more than static HTML and text, they are also rich with … [Read more...] about Slimming Down MindTouch's Page Response Time
MindTouch, as a customer success company, treats web page load speeds as a critical metric for your happy customers. Numerous studies into the perception and behavior of Internet users has shown that expectations are high for a fast transition between web pages, and mere seconds of wait time can be the difference between a happy customer or an unhappy one seeking your competition. MindTouch powers help sites and empowers you to author content on these sites. We provide very little restrictions … [Read more...] about Accelerating Self Service Branding Performance
There were requests for the the CeBIT presentation of MindTouch + SAP, which we posted in German, to be reposted with the English version. From Prospect to Promoter: how MindTouch and SAP Cloud for Service use Big Data from Customer Support to strengthen Brands Thanks for your interest. Enjoy! Requirements Toolkit: Effective Customer Service Also, if you're interested in this topic you will value the above resource, which includes original and third party (Forrester Research) data on building … [Read more...] about Creating Customer Service Experiences That Turn Prospects Into Promoters
Effective immediately, all MindTouch customers on our cloud products are upgraded to MindTouch Standard Support. Who does this affect? Any customer using a MindTouch cloud product that had less than Standard Support (no support or Basic Support) is upgraded immediately, free of charge. You now have access to our delightful support staff via email for questions related to general application use. I hope you will take advantage of this, our support team is zealous in their devotion to our … [Read more...] about Free Support Upgrade, NEW Free Features and Massive Price Changes
It’s been a few months and a new release of the cloud software that your company relies on has been announced. You’ve emailed the cloud software company and requested that your cloud server be upgraded to the latest version. After some downtime, your cloud server is upgraded! If you’re experiencing something like this, we’ve got bad news for you: you’re not using cloud software, but cloud-washed software! MindTouch delivers customer success software to some of the most recognized brands in the … [Read more...] about Delivering Scalable Software in the MindTouch Cloud
About a month ago we introduced a new feature we call faceted search. Faceted search is more than just a fancy way to filter search results. It's a quick and powerful way to sort results into categories that help users find the answers they need without drowning them in irrelevant information they don't want. We've been talking about faceted search for a long time so we're thrilled to put this exciting technology into the hands of your customers for a better user experience. Take a look at this … [Read more...] about MindTouch Faceted Search Raises the Bar on User Experience
Earlier this year I promoted Damien Howley to Vice President of a new department we named Customer Success. It is the responsibility of this department to support customers, train customers and to make sure that customer feedback is internalized at MindTouch. Last week I shared an update about new features in our latest semi-monthly product release. I'm proud to report that many of those were derived directly from customer feedback. Moreover, based on your customer feedback from interviews … [Read more...] about MindTouch Support and Help Improvements
Recently, we took a look at the how and why of authoritative content. Now that you're convinced of its importance, lets talk about how who's responsible for providing the high-quality content you need to best serve your customers. (Hint: It takes more people than you think.) There's no single magic bullet, master wordsmith, or staff role that provides you with all the content you could ever need, because authoritative content comes from many different places and all of them are important. In … [Read more...] about Who's Responsible for Providing Your Authoritative Content?