2013 lavacon nola workshop - mindtouch
TRANSCRIPT
2013 LavaCon NOLA
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Apply innovations from the web, social and mobile software to transform the product help experience.
Creating product experiences that increase brand value, product competitiveness and user happiness.
The MindTouch Vision
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• Inconsistent, fragmented• Each channel is different• Too slow to update with modern
release schedules
• Customers, partners and product experts can not contribute
• No analytics, no SEO, no marketing automation value
• Really FRUSTRATING
Today’s Help Experiences
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Customer Experience Tools are Reactive
Customer
Experience:
Reactive Technology
Call Center
Customer Support Ticketing
Chat
Social Business
and Forums
Social Streams
Customer Experience• Reacts to customer
problems• Customers must wait• Inconsistent quality• Require full time staff• Costly for companies• Frustrating for customers
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Convert the best content into:• A web native self-serve
help center• In-product help system• Knowledge-as-a-Service
Transformative: • Deploys in days not
months• Web-based and
collaborative – empower experts to contribute
• Machine learning optimizes content organization and search results
• One place for analytics• High in SEO value• Rich for marketing
automation
Proactive Experiences
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Web Self-Service In-Product Help System
Chat IntegrationFacebook and
Social Integration
Case Management andCRM Integration
Discussion ForumIntegration
Customer Success: Silo Free, Proactive and as-a-Service
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Proactive Support
Product Experience:
Proactive Technology
Self Service Help Center
In Product Help
Success/Retention
Automation
Knowledge Collab
Knowledge-as-a-
Service
Product Experience• Prevents customer
problems• No wait required• Consistent quality• Content augments staff• Saves money• Delights customers
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PX Improves CX Via Knowledge-as-a-Service
Customer Experience Reactive Customer Help
• Call Center• Support ticketing• Social monitoring/streams• Discussion tools
Product ExperienceProactive Customer Help
• Self-help• In-Product help• Knowledge collaboration• Knowledge-as-a-Service• Success/Retention
Automation
Knowledge-as-a-Service improves CX technologies: response quality and resolution times.
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Holistic Analytics and Marketing Automation
1. Identify trends rapidly (weeks and days)2. React immediately3. Informs:
• Content strategy• Customer retention• Up and Cross-selling• Product strategy• Marketing strategy
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• Consistent, complete and quality content• Speed and time to value• Complete customer experience analytics and
automation capabilities
Mostly though, because your: • Customers will be happier• Brand more valuable• Products more competitive
Why?
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MindTouch is trusted by hundreds of the world’s most respected brands.
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• Collaboration - LightSpeed Web-based collaborative authoring – crowdsourcing Content dynamically organizes
• Knowledge-as-a-service: every customer channel Enhance CRM, contact center, in-product, chat… Analytics help define content and product strategy New customer loyalty automation opportunities
• API First and strict adherence to standards• HelpRank – machine learning search and content
organization optimization• Conditional (Adaptive) Content• Deep search• Content analytics enabling web analytics
Some Unique and Valuable Features
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• Speed • Brand control • Lowered support costs
Dramatic improvements to ticket deflection (100%+) Faster mean time to resolution (33%) More effective agents (lowered costs)
• Improved content, product and marketing strategy• Increased up-selling• Happier customers• Increased customer loyalty (retention)• Increase brand value
Common Benefits
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Objective• Global Initiative to
establish brand control
Scope• 120+ mobile devices• Tutorials, videos, FAQ’s,
Troubleshooting, user guides, FAQs…
• Global audience, 16 languages
• Web self-serve• Agent facing• .COM integration• In product
Outcome• Success powered by
MindTouch
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Objective• Increase customer success
and improve retention
Scope• Web self-service• In-product help• Case management
integration• Knowledge collaboration
Outcome• Success powered by
MindTouch
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Objective• Increase the speed of
customer success• Speed time to deploy
Zuora
Scope• Web self-service• Support ticketing
integration• Knowledge collaboration
Outcome• Success powered by
MindTouch
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Objective• 45 day deployment
deadline for global launch• Global multi-channel help
experience
Scope• Web self-service• Support ticketing
integration• In-product contextual help• Knowledge collaboration• Marketing automation
integration
Outcome• Success powered by
MindTouch
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Objective• Create social learning
environment to drive peer to peer help
• Empower customers, partners and subject matter experts to collaborate
Scope• Web self-service• In-product contextual help• 40 products• 13 languages• 2.5 million community
contributions
Outcome• Success powered by
MindTouch
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• Speed • Brand control • Lowered support costs
Dramatic improvements to ticket deflection (100%+) Faster mean time to resolution (33%) More effective agents (lowered costs)
• Improved content, product and marketing strategy• Increased up-selling• Happier customers• Increased customer loyalty (retention)• Increase brand value
Common Benefits
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Let’s Talk
Contact MindTouch for a product demo, a product trial or more customer success stories.
www.MindTouch.com
Product Experience Software: Proactive Support