2013 Lavacon NOLA Workshop - MindTouch

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    08-May-2015

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  • 1.2013 LavaCon NOLA

2. 2Apply innovations from the web, social and mobilesoftware to transform the product help experience.Creating product experiences that increase brandvalue, product competitiveness and userhappiness.The MindTouch Vision 3. 3 Inconsistent, fragmented Each channel is different Too slow to update with modernrelease schedules Customers, partners and productexperts can not contribute No analytics, no SEO, no marketingautomation value Really FRUSTRATINGTodays Help Experiences 4. 4Customer Experience Tools are ReactiveCustomerExperience:Reactive TechnologyCall CenterCustomerSupportTicketingChatSocialBusinessandForumsSocialStreamsCustomer Experience Reacts to customerproblems Customers must wait Inconsistent quality Require full time staff Costly for companies Frustrating for customers 5. 5Convert the best content into: A web native self-servehelp center In-product help system Knowledge-as-a-ServiceTransformative: Deploys in days notmonths Web-based andcollaborative empowerexperts to contribute Machine learning optimizescontent organization andsearch results One place for analytics High in SEO value Rich for marketingautomationProactive Experiences 6. 6Web Self-Service In-Product Help SystemChat IntegrationFacebook andSocial IntegrationCase Management andCRM IntegrationDiscussion ForumIntegrationCustomer Success: Silo Free, Proactive and as-a-Service 7. 7Proactive SupportProductExperience:Proactive TechnologySelf ServiceHelp CenterIn ProductHelpSuccess/RetentionAutomationKnowledgeCollabKnowledge-as-a-ServiceProduct Experience Prevents customerproblems No wait required Consistent quality Content augments staff Saves money Delights customers 8. 8PX Improves CX Via Knowledge-as-a-ServiceCustomer ExperienceReactive Customer Help Call Center Support ticketing Social monitoring/streams Discussion toolsProduct ExperienceProactive Customer Help Self-help In-Product help Knowledge collaboration Knowledge-as-a-Service Success/RetentionAutomationKnowledge-as-a-Service improves CX technologies:response quality and resolution times. 9. 9Holistic Analytics and Marketing Automation1. Identify trends rapidly (weeks and days)2. React immediately3. Informs: Content strategy Customer retention Up and Cross-selling Product strategy Marketing strategy 10. 10 Consistent, complete and quality content Speed and time to value Complete customer experience analytics andautomation capabilitiesMostly though, because your: Customers will be happier Brand more valuable Products more competitiveWhy? 11. 11MindTouch is trusted by hundreds ofthe worlds most respected brands. 12. 12 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 contentorganization optimization Conditional (Adaptive) Content Deep search Content analytics enabling web analyticsSome Unique and Valuable Features 13. 13 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 valueCommon Benefits 14. 14Objective Global Initiative toestablish brand controlScope 120+ mobile devices Tutorials, videos, FAQs, Troubleshooting, userguides, FAQs Global audience, 16languages Web self-serve Agent facing .COM integration In productOutcome Success powered byMindTouch 15. 15Objective Increase customer successand improve retentionScope Web self-service In-product help Case managementintegration Knowledge collaborationOutcome Success powered byMindTouch 16. 16Objective Increase the speed ofcustomer success Speed time to deployZuoraScope Web self-service Support ticketingintegration Knowledge collaborationOutcome Success powered byMindTouch 17. 17Objective 45 day deploymentdeadline for global launch Global multi-channel helpexperienceScope Web self-service Support ticketingintegration In-product contextual help Knowledge collaboration Marketing automationintegrationOutcome Success powered byMindTouch 18. 18Objective Create social learningenvironment to drive peerto peer help Empower customers,partners and subjectmatter experts tocollaborateScope Web self-service In-product contextual help 40 products 13 languages 2.5 million communitycontributionsOutcome Success powered byMindTouch 19. 19 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 valueCommon Benefits 20. 20Lets TalkContact MindTouch for a product demo, aproduct trial or more customer successstories.www.MindTouch.comInfo@MindTouch.com 21. Product Experience Software: Proactive Support