The San Diego-based MindTouch, provider of a social help system and knowledgebase, has announced a partnership with Salesforce that offers a connector for its enterprise-level product to Salesforce CRM and Salesforce Service Cloud.
MindTouch’s CRM Connector, which is now available through Salesforce’s AppExchange, is designed to automatically scan a Salesforce support case and, in real time, recommend the best help and product content to agents. Agents can then select or drag and drop the help info within the Salesforce case window. AppExchange is Salesforce’s marketplace for third-party applications for its software and platforms.
Deeper Content = Better Customer Support
The company announced the integration with Salesforce in June, but the connector itself is what will now enable quick integration.
Salesforce VP of Business Development Scott Collison said in a statement that MindTouch “is going to be a really important partner of ours in the future, by providing a documentation platform for all kinds of software companies and cloud services.”
MindTouch provides customer support for both agents and customers, utilizing content that has been created by subject experts or passionate customers of the product or service, or from existing product content. The company was founded in 2005 by former members of Microsoft’s Advanced Systems Research Team. The MindTouch functionality for Salesforce also includes search, enabling support agents to look for answers to their questions in the MindTouch help center, knowledgebase or attachments contents.
Additionally, agents’ solutions for cases can be posted to the MindTouch knowledgebase for future reference. Subject matter experts can collaboratively author articles, how-to and other help content. The help info is designed to be automatically organized, searchable and -- according to a user’s actions -- optimized.
Support Tickets Resolved 47 Percent Faster
MindTouch said that support agents using its CRM Connector for Salesforce resolved support tickets an average of 47 percent faster, based on usability testing. The company also said that its system automatically organizes the content to be personalized and relevant, which promotes user adoption.
Salesforce's Collison noted that the previous generation of support was “‘hey, we are going to have a documentation team, write up the docs, put them on website, hopefully you can find them.’” He pointed out that calling someone at the company had been an option, but it was difficult or costly.
Now, Collison said, “incorporating the community into creating living documentation describing how to use software -- that has been a huge thing for us.”