MindTouch Paths Makes its Debut
In the past few years, the idea of “Customer Success” has taken off as a way to improve customer retention in a down economy (it’s more expensive to attract a new customer!) and create a better rapport between brands and their customers (because customer support gets a bad rap). Companies with Customer Success initiatives often focus on the “Success Outcomes,” essentially milestones that indicate the likelihood of a successful customer. But in the past, it was difficult to create agile pathways to those outcomes because the content that provides the backbone of these pathways isn’t agile.
The content needed for customers to succeed is, many times, being produced across multiple departments and housed in multiple systems that don’t work in tandem. Without the ability to deliver sensible pathways filled with valuable content in a timely manner, Customer Success outcomes have to rely on high-touch methods. Sales reps handhold prospects through the trials, onboarding teams are neck-deep in implementation, and customer support corrals disjointed documentation sources to solve old problems. Without SMART content, documentation becomes an expensive, time-consuming hurdle to accelerating sales, improving customer retention, and valuable upsells.
We’re looking to change that at MindTouch. We know that products evolve, customer needs change, and your success outcomes come and go. With MindTouch Paths, we’re taking your SMART content in MindTouch to the next level by allowing you to create pathways on the fly to meet the needs of your sales, onboarding, and support initiatives.
Product documentation and help content are often created in the bubble-of-necessity: a collection of one-off articles and manuals that are generic enough to cover the broadest audience possible. But with MindTouch Paths, we’re helping you take all of the insights your company has about its customer personas and putting them to use to create persona-driven paths through your content. Don’t waste your expert user’s time sending over PDFs filled with Getting Started steps. And don’t force your trial users to sort through documentation for the whole product when they’re testing a limited version.
MindTouch Paths can be crafted without breaking the current structure of your content, meaning you’ve got the freedom to create MVP (“Minimum Viable Product”) content that you can feel confident will be structured correctly later through a MindTouch Path. You’re trading in complex infrastructure for the ability to use documentation to tell focused, outcome-driven stories. And, if your content is already there within the MindTouch structure, repurposing it within one or many MindTouch Paths is easily done.
By delivering content that gets customers to succeed, you’re going to drive your NPS scores up, increase customer retention, and be more likely to upsell in the future. That journey starts with MindTouch helping your company to transform your FAQs and PDFs from dumb content into SMART content.