MindTouch Announces Contextual Help for Web Apps; F1 for the Cloud Computing Era

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“F1 for Web Applications” Puts Contextually Relevant Help Content Within Reach, Helps Users Avoid the Noise and Confusion of Forums

This is about simultaneously meeting the needs of customers while giving marketing departments, product teams and support departments new tools for mining intelligence.

MindTouch, the leader in exceptional and engaging product help experiences, today announced the availability of MindTouch Contextual Help – a new capability of MindTouch TCS that allows application vendors to instantly add a contextual help system to their Web apps. This “F1-style” addition creates a rich social help experience for end users, removes the need for expensive engineering resources in development and maintenance, and provides product managers and marketers with a wealth of data and insights about the needs and challenges of their end users and prospective buyers.

Web applications have matured and become increasingly complex, but help systems have not kept pace. Even today’s most popular Web applications like Google Apps or Salesforce.com make it difficult for users to learn because they require context switching across many help and documentation silos, or worse…the widely deployed, yet rudderless forums that masquerade as help sites for users today.

With this announcement, MindTouch is revolutionizing in-product help for the cloud-computing era. Help content doesn’t have to live in PDF’s and paper-based manuals published to the Web – MindTouch is the best way to quickly implement a proven and effective help system right within your apps.

Contextual Help in Desktop Apps
MindTouch Contextual Help can also be used to power help for traditional desktop applications as well, via the MindTouch API. Try that with a forum.

Contextually Specific Help
MindTouch Contextual Help powers highly targeted, contextually specific help right from your web application. You no longer need to send your users to noisy forums for help.

Spotlight Help
In addition to whole-page help, you can also provide very narrow topic or subject help as well, like clarifications or definitions.

“It’s astounding to think that in-product help has been as neglected as it has been for the past decade,” said Aaron Fulkerson, CEO of MindTouch. “MindTouch, with our new F1 feature, gives businesses the ability to sophisticated and intelligent help systems previously only available for million dollar price tags. We're giving our customers a way to deliver great context sensitive help as well as a means of providing marketing and product teams with insights to their customers. This is about simultaneously meeting the needs of customers while giving marketing departments, product teams and support departments new tools for mining intelligence.”

While MindTouch creates exceptional help experiences for Web app end-users, it also has several features and benefits for marketers and product managers. Product managers love MindTouch Contextual Help because it gives them critical insights into the way that customers use their product, features that cause confusion, or which new features should be a top priority. Also, engineering teams are able to utilize more resources in product development rather than the development and maintenance of help systems. Now technical writers can operate more autonomously without requiring expensive engineering resources.

Marketers love the MindTouch Contextual Help capability because it lets them better understand the needs of their customers, and identify opportunities for cross-selling and up-selling additional products and services. The knowledge base content provides a rich source of leads and tremendous benefits to SEO, and marketers can use those robust support capabilities as a differentiator over competitors.

"SugarCRM is a mission-critical tool for our customers to grow their own businesses – and our help experience has to be exceptional to meet their needs." said Larry Augustin, CEO of SugarCRM. "We are looking to this truly innovative solution from MindTouch to help us meet those needs."

MindTouch Contextual Help for your Web Applications provides:

  • Out-of-the-box help system
  • Lowered dependency on engineering resources
  • Increased customer engagement
  • Single source sales and marketing automation rules
  • A way to reduce support costs by bringing your self-serve support docs straight to your users, right within your app
  • Easy setup and deployment in your apps
  • Lower support, happier customers
  • Pricing and Availability

MindTouch Contextual Help is available today as part of the MindTouch TCS Social Knowledge Base, which startes at approximately $2,000. For more information please visit http://mindtouch.com/add-ons/contextual_help.

About MindTouch
An open-source collaboration leader since 2005, MindTouch provides the world’s most respected social knowledge base, with a focus on product support, customer service, and technical documentation.

Providing scalable, agile, and extensible social software, MindTouch offers businesses a platform from which to create dynamic and fully-integrated content communities. Personalized information at the point of each customer interaction increases satisfaction and retention, and it also creates new marketing and sales opportunities, whether that’s in a site or service, over email, on a support call, or inside a forum or app.

Great companies like Novell, Autodesk, Hewlett-Packard, Mozilla, HTC, Viacom, Intuit, Microsoft, Panasonic and EMC use MindTouch for strategic social knowledge, and millions interact with the software every day.

Learn more at http://www.mindtouch.com.

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Kevin LaHaise
Jones-Dilworth
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