From Prospect to Promoter: how MindTouch and SAP Cloud for Service use Big Data
from Customer Support to strengthen Brands
Aaron Rice – MINDTOUCH INC.
CeBIT 2014, 14 March 2014
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As diverse and innovative as the presenters at
are… they share one not so
innovative quality…
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…their product knowledge looks like this:
Barriers to
customer
self-service
Limited support
staff. Unscalable
to high demand
Product
information
sprawl. Lack
of easy
overview
Newest
information,
not
“unboxed”
and in use
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 4
What our customers said prior to their MindTouch deployment:
Fragmented Product Knowledge
“[Product knowledge] is spread over more than 30 systems and seven formats. Every
department is using something different.”Remington
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Hard to Update
“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
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Inconsistent
“I have no idea what we’re responding with across most of our support channels.”HTC
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No user analytics, no SEO
“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.”Juniper Networks
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When SAP looked for a partner for their Cloud Knowledge offering
they chose MindTouch – we will now show you why
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Others treat product knowledge as a break-fix feature, MindTouch is
the only comprehensive solution that turns prospects to promoters
Prospect Customer
Know
ledge M
an
agem
ent Promoter
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MindTouch loves your Brand
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MindTouch supports multiple-
Brands for one organization
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So what is the customer experience…
The customer
can select
knowledge on
a product
Regular
visitors can
see what has
changed
FAQs are
truly the
articles most
accessed
Or the customer
can just search
And get served with
articles only relevant to
that search term
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A key differentiator and benefit of
MindTouch is that every article has a place
within a knowledge landscape. Doing so
MindTouch serves only THIS query but also
their NEXT knowledge need of the
customer along a knowledge path towards
success, adoption and advocacy.
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Should your customer decide to
submit a support ticket anyhow,
MindTouch continues to serve –
reading the support query, and…
…suggests the most relevant
articles in real time in order to
get the customer to their solution
faster
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As much as you love your brand, your support agents only call one
place home…
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Agent-Empowerment
Here the Support
Agent has full access
to MindTouch from
the comfort of their
SAP Environment
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Before responding to the
ticket, MindTouch provides a
full summary of articles
already viewed by the
customer – providing a basis
for a more informed response
to the query
The agent can search
MindTouch and due to the
power of MindTouch
permissioning, can access
articles that the public cannotRequest new article from this ticket
Formulating a new response, the
agent can enrich the MindTouch
knowledge offering by entering it
into the publishing workflow
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This creates a virtuous cycle that continually strengthens the
Brand’s knowledge offering
Knowledge request
Transact
Self-Service/Agent
OptimizeHelpRankTM and
collaboration
Synchronize in real-time
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Knowledge-as-a-Service that is truly multi-channel and integrates
with whatever your organization has already deployed
Contextual KnowledgeKnowledge Center
SAP Cloud for Service
SAP Cloud for Sales Chat
CommunitySAP Cloud for CRM
Ticket Deflection
SAP Cloud for Social
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Advantages
1. Accelerates the buying decision
2. Customers become Promoters
3. Continually improving customer support cycle
4. Product Experts are included in the creation of Product Knowledge
5. Updates in real time HelpRankTM SEO & analytics
6. Deeper customer relationships
7. Lower customer retention costs
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Key Differentiators of MindTouch
1. Performance at scale as a feature (300ms average response time)
2. Cross-Channel Ticket Deflection
3. Improved search (faceted by subject, indexed)
4. Company-wide knowledge creation, administration and collaboration
• No code – Drag & drop, WISIWYG interface
• Full version control and audit trail of all changes
• Rich-media und video support
• Reporting and Content Moderation Workflows
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62% Tickets
200%+ Web Hits
within 1 month of deployment
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9% Ticketsin the first week alone
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The only comprehensive solution
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Your Product is only as good as your Product Knowledge
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Thank you• http://mndt.ch/rqmt
• Aaron Rice, COO
619-519-9528
• Aaron Fulkerson, CEO
619-316-7487