MindTouch All Hands 2011 3 18

Let's Be Awesome And Deliver Exceptional Experiences

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Product Help

• Should be more exceptional than marketing materials

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help 1.0

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help 2.0

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MindTouch makes the world's most respected social knowledge base. We power purpose-built help 2.0 communities that connect companies with their customers.

Millions use our software every day.

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Help 2.0 Bridges Traditional Tools with Social and Analytics

Desktop Authoringand Traditional Support Tools

People and Social Tools

Analytics

Providing a bridge for social/community capabilities and analytics

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The Help 2.0 Revolution Will Be Documented, Socially.

• Lower support costso Ticket deflection, call time

• Improve quality of support• Actionable insights into

oCustomers and users oHelp effectivenesso Product, Marketing, Sales

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• Subtitle for F1 section to start

F1

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F1

Forums

Support ticketing

Other web properties

Existing community

tools

Contextual In product

help

Social Knowledge base

and

Contextual help

One definitive source—used everywhere

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A Social Knowledge Base

• Wiki-style collaborative authoring

• Content moderation and workflows

• Community scoring and feedback

• Content Curation Analytics

• Adaptive Search

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Code name: F1

• An embed away

• Button (or page fold)

• Stylized hyperlink

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Code name: F1

• Contextual social help

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Code name: F1

• Quora X Digg

• I have a question, or answer

• I know where there is relevant content on this topic

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Code name: F1

• Content recommendation

• Based on behavior

• Based on social insights

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Badging

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Questing

Let's Be Awesome And Deliver Awesome Exceptional Experiences