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.
The MindTouch and SAP Cloud integrated solutions provide organizations with multi-channel distribution of relevant product and customer information, methods for continually optimizing collaborative content generated between product experts and their end-users, and better customer intelligence built using MindTouch tools and analytics.
The MindTouch system extracts data from Facebook, Twitter, CRM agents, websites and other communities to create a comprehensive profile of the customer’s product history. Analytics and business intelligence tools drive better understanding of customers’ needs, while improving customer service response times, and minimizing ticket generation. The solution also provides tools to assist service agents as they help their customers take advantage of up-sell and cross-sell opportunities.
“SAP continues to build its ecosystem, driving new levels of collaboration and providing additional choices and flexibility to our customers,” said Mercedes Ellison, vice president, Global Cloud Ecosystem & Channels, SuccessFactors, an SAP company. “We expect the use of MindTouch’s solution with our cloud solutions to help achieve a superior customer-service experience. This announcement supports our vision of guiding customers through the journey from prospect to promoter.”
The integrated solution from MindTouch and SAP is already in production at a number of companies, such as HTC, the global mobile provider, which receives 600,000 information requests daily. HTC uses the MindTouch/SAP solution to centralize product support information and allow customers and agents to access them through multiple channels and reports that has seen improvements in customer satisfaction.
“By helping to ensure that a company is working with the best customer and product data possible, MindTouch can further optimize business results for every player in the customer lifecycle, from product marketing through customer service and support,” said Aaron Fulkerson, CEO, MindTouch.
Read the original press release.