MindTouch Customer Engagement Software Interfaces

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    07-Nov-2014
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    Technology

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Amplify Customer Engagement with MindTouch Interfaces Standard Integrations: Ticket Deflection Support Ticketing Contact Center Chat Software Customer Insights and Reporting Improving: Customer Effort Net Promoter Score Customer service quality Costs Customer Intelligence Find More Information At The MindTouch Success Center: http://mndt.ch/cem-int and http://Success.MindTouch.com

Transcript of MindTouch Customer Engagement Software Interfaces

  • 1. Integra)on with Customer Engagement So4ware
  • 2. 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"
  • 3. MindTouch Integration Interfaces" 1. Recommended Articles" 2. Link to Case" 3. Capture" 4. Reports" 5. Customer Insights" 6. Ticket Deflection" 7. Web Analytics" " 1" 2" 3" 6" 5" 4" 7" 4"
  • 4. 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"
  • 5. 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"
  • 6. 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"
  • 7. 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"
  • 8. 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" "
  • 9. 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"
  • 10. 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"
  • 11. Find More Information At The MindTouch Success Center:! ! http://mndt.ch/cem-int! ! Success.MindTouch.com!
  • 12. Integra)on with Customer Engagement So4ware