As ubiquitous as the Adobe reader is today, the PDF is nonetheless about to enter a period of steep decline. Within a period of a few years PDFs will be as archaic as the cave paintings at Lascaux… and for many of the same reasons.
But chief among them: They don’t transmit information very well.
The world of product help is rapidly changing. The advent of social commerce and rapid digital interaction is creating a renaissance of sorts in the realms of consumer support, product help and documentation. The European renaissance spanned three centuries, however this renaissance is developing much, much faster and the cost of not embracing the values of social commerce as a criterion for product help grows every day that they’re ignored.
The Customer Success Renaissance
PDF documents, like the cave paintings of ancient humans, were useful to inform their contemporary audiences about the circumstances of much simpler times. However, today’s world is vastly more complex and fast-paced than it was at the advent of the PDF in the 1990s. Products are much more complex as well, and consumers have increasingly higher requirements and expectations than they did even just a few years ago.
Today, we communicate predominately in a rapidly expanding digital world built around sharing and social interaction. As a result of this huge cultural and technological phenomenon, the way people expect to interact in their commercial lives is rapidly changing as well, and PDF product documents can no longer serve modern consumer expectations for quick, easy and relevant answers to their product help inquiries. Furthermore, it’s become apparent that consumers prefer to be supported in a social environment that reinforces their engagement with companies, their people and other users as not merely helpful resources but
as part of their growing and dynamic social network.
Static PDF product documents don’t possess the agility or capacity needed to respond to the growing confluence of attributes between personal social networking and social commerce. Social networking and social commerce are becoming increasingly indistinguishable for one another and forward-looking companies are exchanging their archaic support modalities for MindTouch created product documentation and help environments built to leverage solid benefits from this trend.
MindTouch was founded around an early recognition of the social commerce trend and has been creating socially enabled and vibrant customer success centers for some the world’s largest companies. And since its founding MindTouch continues to lead the way with ongoing innovations that create great customer experiences, promote great relationships between companies and consumers, helps companies gain insight into their customers, and grow while embracing their customers in the social media culture.
If you’re still supporting your customer with PDF files, Its time to come out of the cave.
MindTouch TCS elegantly transforms your old PDFs into a Socially Powered Customer Success Engine, built to create great customer experiences & increase company growth. The transformation is easy and highly cost effective and the result leverages key benefits which PDF documentation is powerless to offer.
Create more Engaged and Loyal Customers.
MindTouch TCS takes your static PDF documentation and knowledgebase assets and optimizes them with effective search and feedback mechanisms as well as social engagement tools designed specifically around product help. Nothing deepens brand loyalty more than enabling the customer to quickly find highly relevant information that solves their problem and which expands their understanding of your product along the way.
Sell and Market better with Improved Usability.
MindTouch TCS provides a robust set of behavioral analytics tools essential for understanding how your customer uses your product and the kinds of information they are looking for.
Lower Your Costs.
The average support ticket costs $150.00 dollars to resolve. MindTouch TCS increases self-serve support, satisfying the 75% of consumers who want to find their solutions themselves, and deflecting tickets-lowering support costs to as low as 5 cents per ticket.
Juice your Search Engine Ranking (SEO).
Many of the tedious SEO tasks that are commonly overlooked or time consuming are automated by MindTouch TCS. By giving your documentation and knowledgebase assets a life on the web, MindTouch TCS works to make sure your prospects and customers are getting the best product information from the most credible source, your company.
Increase your Lead Generation.
MindTouch customers report at least a 10% increase in leads generated from their MindTouch powered documentation. By using MindTouch TCS to optimize your content, prospective buyers as well as users of a competing product are more likely to find useful information from your company that addresses their needs and expectations for a particular product.