creating customer service experiences that turn prospects into promoters

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2

As diverse and innovative as the presenters at

are… they share one not so

innovative quality…

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 3

…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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 6

Inconsistent

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 7

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 8

When SAP looked for a partner for their Cloud Knowledge offering

they chose MindTouch – we will now show you why

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 9

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 10

MindTouch loves your Brand

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 11

MindTouch supports multiple-

Brands for one organization

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 12

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 13

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.

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 14

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 15

As much as you love your brand, your support agents only call one

place home…

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 16

Agent-Empowerment

Here the Support

Agent has full access

to MindTouch from

the comfort of their

SAP Environment

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 17

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 18

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 19

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 20

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 21

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 22

62% Tickets

200%+ Web Hits

within 1 month of deployment

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 23

9% Ticketsin the first week alone

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 24

The only comprehensive solution

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 25

Your Product is only as good as your Product Knowledge

© 2014 SAP AG or an SAP affiliate company. All rights reserved.

Thank you• http://mndt.ch/rqmt

• SAP@MindTouch.com

• Aaron Rice, COO

aaronr@mindtouch.com

619-519-9528

• Aaron Fulkerson, CEO

aaronf@mindtouch.com

619-316-7487