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MindTouch integrates with Salesforce.com to improve customer experience

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8th Jun 2012
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MindTouch has announced that its social help system is now integrated with Salesforce.com Help Desk to improve agent efficiency and customer experience

The web-based social help platform includes a knowledge base, help centre, ticketing integration, and help button to help agents resolve customer faster, said the firm.

Additionally, support agents using Salesforce.com can allocate the most relevant content to customers and publish content to the MindTouch knowledge base, as well as identify gaps product documentation assets – al within the Salesforce.com interface.

New functionalities include faster support resolution through the help of recommended articles and real-time search, delivered by MindTouch’s adaptive search which indexes articles, comments and file attachments to suggest the best content. The new release also enables users to self-serve whilst context-rich help intends to create experts to advocate products and brands.

Aaron Fulkerson, founder and CEO of MindTouch, said: “Salesforce.com views customers as database fields, but exceptional customer experiences are not delivered by a handful of database fields. This is precisely why many of our customers have asked MindTouch to improve Salesforce.com by integrating our social help center.

“Our customers are upgrading their customer experience and support tenfold by adding MindTouch. Quality customer experiences aren’t just about responding to support requests, it’s about delivering an experience that turns users into product experts and customer advocates.”

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