Integra)on  with  Customer  Engagement  So4ware  

Amplify Customer Engagement with MindTouch Interfaces!

Standard Integrations:!•  Ticket Deflection"•  Support Ticketing "•  Contact Center"•  Chat Software"•  Customer Insights and Reporting"

"Improving:!

1. Customer Effort"2. Net Promoter Score"3. Customer service quality "4. Costs"5. Customer Intelligence"

MindTouch Integration Interfaces"

1.  Recommended Articles"2.  Link to Case"3.  Capture"4.  Reports"

5.  Customer Insights"6.  Ticket Deflection"7.  Web Analytics""

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1. Recommended Articles!

Embed contextually relevant recommendations in any system "•  Auto-search (field based)"•  Decision tree (search facets)""1. Agent enablement"2. Standardizes

agent messaging"3. Drives self-service"4. Improves quality of support"5. Lowers costs"

2. Link to Case!

•  Agents respond to customers in a click from any system (cases, chat, …)"

•  Stores metadata for reporting (article, author, version, agent, views, score, URL…) from CRM"

3. Capture - Publish to MindTouch!

Capture new customer success information as a by-product of support "•  Invoke content templates"•  Route by group permissions"•  Queue (in CRM) or publish as

Public, Semi-private or Private."!1.  Creates self-improving cycle of

service"2.  Requires no training"

4. Reports – CRM and MindTouch"

•  Most Used Articles"•  Trends by topic, region or

metadata"•  Most/least productive agents"•  Most/least productive

channels"•  Cases without linked articles"

1.  Agent efficiency"2.  Gaps in content and quality"3.  Product and service trends"4.  Regional and persona trends"

5. Customer Insights!

Full history of of user view and search across every channel"•  Track by session id (anonymous) or

user login ""1. Context for agents "2. Avoid sending the wrong content"3. Understand the customer and gaps

in self-service""

6. Ticket Deflection!

Extend MindTouch recommendations into any system and preempt customer support with self-service""1.  71% of customers

prefer self-service support"

2.  Customers requiring human interaction for support are 4 times more likely to be leave disloyal to brand "

"Forrester Research 2013, Harvard Business Review and CEB 2010; 2013"

7. Web Analytics!

Easy to setup custom reporting with off-the-shelf web analytics"

1.  Customer demographics (age, personas, interests, …)"2.  Identify product issues "3.  Track deflection"4.  Identify marketing and messaging opportunities"

Find More Information At The MindTouch Success Center:!

!http://mndt.ch/cem-int!

!Success.MindTouch.com!

                                                                                                           Integra)on  with  Customer  Engagement  So4ware