When customers engage with your company’s product documentation and self-service support knowledge, they’re doing so much more than viewing a single piece of content. They’re sending valuable signals about their experience.  When captured properly, these so-called “CX signals” are an opportunity to take what the customer is telling you and turn those data points into actionable insights that drive improvements—not only to your knowledge content, but to key pieces of your customer experience, too.  Listening and responding to CX signals is a core part of the MindTouch approach to know ..read more

Analysts and industry experts didn’t need a global pandemic to see the writing on the wall: customer experience will be a key differentiator this decade and beyond. If anything, the new realities facing customers, consumers—people—as a result of recent market shifts have only made the emphasis on customer experience more acute. Two things are happening at once:  Inbound customer interactions have spike precipitously.  Contact centers are moving to work from home (WFH) customer service models. Today, more people are reaching out for answers, information, and updates. Many contact ce ..read more

A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. Since then, we’ve seen that statistic plastered everywhere, and for good reason:  It turns out they were right. In retrospect, the surging demand for customer self-service was inevitable. With so many convenient digital channels available at their fingertips, customers were already shifting towards a self-service mentality; the global pandemic has simply catalyzed this existing demand. Now, companies that dragged their feet on self-service are scrambling to get on board in th ..read more

Over the last three years, through a vigorous process of trial and error, MindTouch has developed a time-to-value focused methodology for customer self-service. The objective of this methodology is to secure high impact for your customer experience (CX) and agent experience in the shortest time possible, requiring the least amount of change management, for the highest return for your business. We would like to share this with you today. Within 30 days, the impact of the project will be felt across the organization. Within 60-90 days, the project should have paid for itself. This information is ..read more

This year, contact centers revealed themselves to be the perfect COVID-19 incubators. After all, social distancing in the contact center is difficult to achieve. Companies have been forced to let support teams work from home. For hordes of tech laggards everywhere, this resulted in a hasty move to cloud contact center software—a move that they had put off for so long that if finally just turned around and sneezed on them. Things have not gone quite according to plan. In many cases the shelter-in-place contact center is not nearly as effective as the bygone (?) incubator-style setup. Productivi ..read more

In the effort to shore up key performance indicators (KPIs) as they relate to customer experience and the customer journey, too many organizations overlook the most important thing: the customer. Business process professionals commonly take an inside-only view of process that ignores external customers altogether or relegates them to a single undifferentiated swim lane in diagrams. Gartner* Rather than considering various KPIs through the lens of the customer—with their experience as the starting point—organizations tend to work outward from the bottom line. Yet, how you define business ou ..read more

If we’re sure of one thing, it’s that customers are in the driver’s seat—now, more than ever. As Gartner predicts, “By 2023, organizations at advanced stages of digital transformation will find that poor customer experience is their biggest barrier to further success.”1 Simply put, organizations that can’t find ways to elevate their CX might soon find themselves going by the wayside. But what exactly is a “poor experience,” and how do organizations go about better nurturing the customer relationship? Successful nurturing of customer relationships requires insightful, relevant and timely ..read more

Imagine you’re a consumer goods manufacturer with hundreds of appliances on the market. Every day, customers around the world come to your sites and use the search bar to look for answers, solutions, and information. Unbeknownst to you, a search trend is emerging around one of your flagship products, indicating that a high volume of customers are running into problems with this product at the very same point in the customer journey. Good to know! The question is, how were you supposed to know? Herein lies the considerable potential of user sentiment analysis. How use How user senti ..read more

A recent case study from Search Engine Land got us thinking about the tie between content and customer lifetime value (CLV). The study is about an e-commerce company that did something bold: it pulled down all of its “informational” website content. Any guess what happened next? Keyword rankings and overall domain visibility tanked. Now, there is (and probably always will be) speculation around whether or not it was solely the absence of the company’s informational content that precipitated these dramatic outcomes. Assuming there was some correlation, however, we think there’s an even m ..read more

What a close to the decade! Is it fair to say that the 2010s were the decade of the customer? We certainly think so. Over the past ten years—and especially in 2019—the evolution of the customer journey accelerated dramatically, pushing enterprises like ours to constantly bring value to customers. To that end, we worked hard this past year to help our customer base run audits to identify the MindTouch ROI and value metrics they care most about—data points not inherently baked into our product. This included metrics around cost savings, efficiency gains, and revenue generation. We’re exci ..read more