Can customers’ help experiences and agents’ efficiency on Salesforce.com be dramatically improved by easier access to documentation? MindTouch thinks so, and it has announced that its social help system now integrates with Salesforce.
MindTouch's social help platform includes a knowledge base, a help center, ticketing integration and a help button. Within the Salesforce case window, agents can retrieve from the MindTouch knowledge base various product help articles and other relevant information to resolve customer issues.
Users into ‘Product Experts’
New content, such as solutions found by agents or missing product documentation, can be published to the MindTouch knowledge base from within the Salesforce case window. The new information becomes available to all appropriate personnel, including managers, fellow agents and documentation staff.
Aaron Fulkerson, MindTouch’s founder and CEO, said in a statement that Salesforce.com “views customers as database fields, but exceptional customer experiences are not delivered by a handful of database fields.” He added that MindTouch customers “are upgrading their customer experience and support tenfold” by integrating his company’s social help platform.
The key to quality customer experience isn’t just responding to support requests, Fulkerson said, but “delivering an experience that turns users into product experts and customer advocates.” The company said that its system helps users to more effectively serve themselves, and that a 2011 survey by market researcher TNS indicated 65% of customers prefer self-serve help.
The new MindTouch release features several new functionalities. These include faster support resolution because of the product’s adaptive search, which indexes articles, comments and file attachments for later retrieval. Searches can be refined with further drill-down if the first result is not satisfactory.
Agents can also indicate within the Salesforce case window if a found article is related to their case at hand or not, thus improving that article’s relevancy. If relevant, an agent can drag a link to the article into the ticket or an email message, so the customer can view the information in a way that MindTouch said is more direct than Salesforce’s current method. The result, the company said, is a more efficient delivery of real-time search and recommended articles.
The San Diego, Calif.-based MindTouch was founded in 2005 by former members of Microsoft’s Advanced Systems Research Team. Customers include Intuit, Avaya, Cisco, SAP’s SuccessFactors, HP, Microsoft and others.