Embed Size (px)
DESCRIPTION
Delivering effective customer success with MindTouch to improve customer service. A new kind of CRM that is focused on product knowledge management.
Citation preview
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
4
Knowledge Center In-Product Knowledge
Chat IntegrationSocial Channels
CRM and Case
ManagementCommunityIntegration
Ticket Deflection
Knowledge-as-a-Service
5
Knowledge Center Contextual Knowledge
Chat IntegrationSocial Channels
CRM and Case
ManagementCommunityIntegration
Ticket Deflection
Continuous Feedback and Collaboration
6
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
8
9
Ticket Deflection
10
Agent Empowerment
11
Manageable Knowledge Collaboration
12
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
13
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@[email protected]
Customer Success Software
