customer success software

Customer Success Software

Business and Project Planning

Delivering Customer Success for Leading Brands in Software, Technology, Manufacturing and Service.

Driving Customer Success by Solving Knowledge

Fragmented - Solved“[Product knowledge] is spread over more than 30 systems and seven formats. Every department is using something different.” - Remington

Inconsistent - Solved“I have no idea what we’re responding with across most of our support channels.” - HTC

Hard to update - Solved“It takes us 18 months, maybe longer, to update knowledge across our support channels. We can’t say for certain that it has been updated.” – HP

Collaboration and Feedback - Solved“The people closest to our customers need to contribute to and provide feedback on [knowledge], but we’re still using PDF and printed materials.” – Verizon

No analytics, no SEO - Solved“I can tell you which articles support is using, but we have no clue what else is being used by customers and [prospects] or how this affects our business.” - Blackboard

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Knowledge Center In-Product Knowledge

Chat IntegrationSocial Channels

CRM and Case

ManagementCommunityIntegration

Ticket Deflection

Knowledge-as-a-Service

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Knowledge Center Contextual Knowledge

Chat IntegrationSocial Channels

CRM and Case

ManagementCommunityIntegration

Ticket Deflection

Continuous Feedback and Collaboration

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Create a Self Improving Cycle

Knowledge Request

Proactive or Reactive

TransactSelf-Service or Agent

OptimizeHelpRankTM and

Collaboration

SynchronizeIn real-time, customer

channels update

Continuously Improving: • Deflection• First call resolution• Average handle time

• User adoption• Customer success• Happiness

Benefits

1. Buy faster and become advocates• Your best sales engineer and marketing tool

2. Continuously improving customer experience• Collaboration and feedback• HelpRank

3. Improve customer intimacy• Brand control – consistent, quality and complete• Analytics and automation

4. Improve support and lower costs• Ticket deflection +20% to +35%• Agent empowerment -40% mean time to resolution

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Ticket Deflection

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Agent Empowerment

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Manageable Knowledge Collaboration

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A Self-Service Apple Store Experience

• Improve support• A virtual sales engineer• More effective support agents

• Self-service support that works

• Increase user adoption and retention• Increase site traffic

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Contact Us

Get a 20 minute tour of live customers’ success sites and metrics and learn:

• Best practices in customer success.• Proven techniques for improving user adoption and

renewals.• New ways to improve customer service. • How to create a self-improving cycle of customer success

as a by-product of supporting your customers.

www.MindTouch.com@MindTouchInfo@MindTouch.com

Customer Success Software