MindTouch, makers of MindTouch TCS software that creates self-service help experiences, announced that its social help system now integrates with SalesForce.com Help Desk and support ticketing to improve support agents’ efficiency and customers’ help experiences.
The MindTouch social help platform delivers support and customer experiences experiences through a web-based environment that includes a knowledge base, help center, ticketing integration, and help button. Agents using CRM and web-based support ticketing systems have instant access to MindTouch powered help articles and knowledge base assets, thereby speeding time to resolution for customer issues. MindTouch enables support agents using SalesForce.com to quickly identify and point customers to the most relevant content; to easily publish new content to the MindTouch knowledge base; and to identify gaps in product documentation assets. The integration allows agents to perform these tasks from within the SalesForce interface.
“Salesforce.com views customers as database fields, but exceptional customer experiences are not delivered by a handful of database fields. This is precisely why many of our customers have asked MindTouch to improve Salesforce.com by integrating our social help center,” said Aaron Fulkerson, founder and CEO of MindTouch. “Our customers are upgrading their customer experience and support tenfold by adding MindTouch. Quality customer experiences aren’t just about responding to support requests, it’s about delivering an experience that turns users into product experts and customer advocates.”
New functionality in the MindTouch product release includes:
- Faster support resolution (lowered support cost):Support agents provide faster resolution with the help of recommended articles and real-time search delivered by MindTouch adaptive search, a powerful search engine that indexes articles, comments and even the contents of file attachments to suggest the best content for any question.
- Happier customers: 65% of software users prefer self-serve help (2011 TNS research). Users do not want to wait for a support response or be forced to sift through forums. MindTouch enables users to self-serve effectively.
- Create experts and advocates: Context-rich help delivered just-in-time maximizes user learning and satisfaction, rapidly creating experts to advocate products and brands.
Founded in 2005 and headquartered in San Diego, California, MindTouch delivers cloud-based social help center solutions to companies such as Cisco, Intuit, Paypal, Autodesk, Hewlett-Packard, Palm, SuccessFactors, RSA, SAP and EMC. Visit the MindTouch website, or read the full press release.