Customer service? Think self-service.
MindTouch works with organizations who want to create a customer-focused self-service experience that efficiently trains and onboards customers, drives product adoption, and builds brand advocates.
Make your customers brand promoters.
Customers who can quickly use and get value from the product tend to purchase again and buy more.
Find out how MindTouch helps to create product experts that succeed with your product and promote your brand.
The faster and more completely we get our customers to an expert level, the more value it brings back to our team and future Product initiatives. We’re looking forward to integrating MindTouch across our product lines.”
— Doug Rybacki, Vice President of Product, Conga
You’re already behind.
Nobody wants to download your PDF, they just want an answer.
We all want instant gratification, we just wanna Google something and get the answer we’re looking for.
If you’re not giving people answers to their questions when they search in Google, it’s time to face it: you’ve probably already lost control of your brand. All of your product content is locked away in a 90s time capsule. And your customers are peeved. Because it’s going to take them 10-20 clicks, and 15 swipes, just to navigate through PDFs, MSWord, plain text, and XML files to find the information they need.
Only a few companies are going to cross the finish line of the new economy and successfully create brand advocates (think Apple, Tesla, and Amazon). This era of self-service has changed everyone, including your customer.
In the era of the empowered and enabled consumer, the throne belongs to brands that deploy compelling content in the service of a strong customer experience.”
—Augie Ray, Research Director for Customer Experience, Gartner – November 07, 2016
Does this look familiar?
Let me guess: Your Support, Success/Training, and Product teams are each creating their own help content. They are on different platforms that don’t talk with each other: knowledge bases, DITA publishing systems, legacy web content management systems that carry considerable costs in labor, custom code and licensing. What's more, these sprawling knowledge systems have absolutely nothing to do with your customers, so why’re you so committed to using them?
And if you’re keeping all that content private, search engines won’t find it. Your customer can’t find it. You just lost control of your message to third party reviews and YouTube videos.
But, relax! You’ve got this! Sure, it may be messy, but you already have all of the content your customers need. If you are going to succeed in this new world, you simply need to utilize the resources you already have, putting the customer first (not your organization).
According to Forrester’s US Customer Experience Index, only 17% of companies surveyed have a ‘good’ rating, while only 1% have an ‘excellent’ rating in 2016.
—Forrester’s US 2016 Customer Experience Index
Introducing Customer Focus.
With the Customer Focus approach, you can create product experts, learn about your customers, AND align your teams. Bonus: You get back valuable data about what really gets your customers engaged. MindTouch is built for this kind of thing, with the smarts to restructure your content with the customer in mind. Matter of fact, we call it “smart content” because it atomizes all those docs, restructures them, and delivers them where and when your customer, and your agents, need to reach them.
MindTouch lets each of your teams create, publish, and manage all of your help documentation in one magical place. More importantly, it makes all of it available for your customers, and it gives you insight into how your customers feel about your product. MindTouch believes if companies can understand their customers, they can transform them into experts.
Where several people work together on a documentation team, MindTouch is a perfect fit. We considered several options, but no one seemed to offer ‘the whole package’ in the way that MindTouch does.”
—Olav Andreas Frenning, Technical Writer at FotoWare a.s
Welcome to the Promised Land.
MindTouch allows all your stakeholders contribute to the customer’s journey with your product. Our content is always optimized for search and works to deliver the right content to your customers when they need it most. MindTouch automatically self-organizes and blends content from all of your internal teams and delivers it effectively to your buyers and customers. And when they engage with your content, MindTouch data gives you insights about your customers that help drive product improvement.
MindTouch prepares you for this new world of customer success. This world:
of customers prefer self-service (Forrester)
of the purchase process is complete before the buyer contacts the vendor. (CEB)
of e-commerce in 2017 will be done on mobile. (Google)
of smartphone users consult their phones when in a store. (Google)
By 2018, 30% of large organizations will improve customer experience by integrating customer journey maps with business process models. —Gartner
MindTouch has pioneered a new way.
The self-service economy requires a customer education platform.
If you are still using 1990s technologies and hiding help documentation from search engines in the age of Amazon, Netflix, Google and Apple, you may not be here in five years — it's simply a fact. The companies that win will attract and keep customers by getting to them at their first search, and making them their strongest brand advocates.
We can show you how it's being done every day by our customers. Contact MindTouch today.