MindTouch and SAP Partner to Deliver Proactive Multi-Channel Support Experience

MindTouch recently announced a partnership with SAP® to provide customers with a proactive multi-channel product to support experience. MindTouch will together with SAP cloud solutions including SAP Cloud for Service and SAP Cloud for Social Engagement. The combined solution minimizes user need for contacting a help center agent by enhancing customer self-help options. Continue reading ...

Superhero support

What Makes a Superhero? Doing what Others Can’t and/or Won’t

Corey Ganser shows that technical communication nirvana is actually possible, since his Mindtouch customers practice it every day. His lively session covered the ways customer support departments, technical writing teams, and product teams are coming together through a centralized documentation community. Real companies use the Mindtouch product to be superheros ... Continue reading ...

MindTouch Announces Salesforce.com Partnership

MindTouch, the company that is reinventing product help with web, social and mobile innovations, announced a partnership with Salesforce.com and the AppExchange certification of a new MindTouch CRM Connector that makes available, for the first time, enterprise grade knowledge for Salesforce CRM and Salesforce Service Cloud. Users will dramatically improve the speed and effectiveness of their customer support teams. Continue reading ...

Building the Business Case for Technical Communicators by Leveraging Talent, Skills and Passion

Corey Ganser is enthusiastic about how customer support should be and how his company, MindTouch excels at providing exceptional help service products to popular companies such as HP, PayPal, Toyota, Mozilla, Autodesk, even Microsoft. At LavaCon, Corey shared his insights on how technical communicators must demonstrate to managers that they are a strategic component and valuable asset to the company: in marketing, revenue, documentation, and technical support. Continue reading ...

LavaCon Session Summary: Corey Ganser on “Who Cares About Your Content?”

Corey Ganser presented a thoughtful session about the importance of engaging technical writers and customer support agents with the goal of decreasing support costs and increasing client satisfaction. Three stakeholders in the question of who cares about content are the company, the customers, and you (the technical communicator). During his session, he explained how his employer, Mindtouch, forged relationships with its customers and found opportunities for selling its products and services Continue reading ...