Mindtouch Releases GeniusLink™ Universal Knowledge Connector; Helps Avalara Deliver the Best Possible Customer Experience

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MindTouch and Avalara to exhibit at Dreamforce in San Francisco, Nov. 18-21 at Booths #N1015 (MindTouch) and #N2129 Avalara

MindTouch, the company that continues to transform product help through web, social and mobile innovations, today announced MindTouch GeniusLink™, a new “universal knowledge connector” that integrates MindTouch with any customer management technology, including any CRM, chat, forum, community and social tools.

MindTouch is an easy-to-use collaborative knowledge service that includes a knowledge center, in-product contextual help system and powerful search. Until now, MindTouch integrated with only a few popular CRM systems, such as SAP Cloud, Salesforce Service Cloud and Zendesk. The introduction of MindTouch GeniusLink now allows MindTouch to work out of the box with any customer management system to serve the most accurate and relevant support knowledge to customers, support agents or community managers.

“MindTouch GeniusLink helps our customers serve their users better by making customer interactions quicker and smarter,” said Aaron Fulkerson, CEO, MindTouch.

Avalara Inc., a market-leading provider of sales tax and compliance automation services in the cloud, uses GeniusLink to help its call centers and support agents deliver on the company’s commitment to provide the best possible customer experience every time. Avalara’s integrated CRM system, now enhanced with MindTouch GeniusLink, creates a self-improving support cycle that results in better support ticket deflection, ensures first call resolution, and decreases average handle time, resulting in greater client satisfaction.

Since its founding nearly a decade ago, Avalara has pioneered the service-based platform for tax automation and emerged as a dominant player in this market by leading the automation effort for financial, ecommerce, POS and mobility applications for businesses. Today, Avalara’s SaaS solution provides a complete set of transactional tax compliance services developed specifically to serve the needs of small to mid-sized businesses.

“Our business is built around helping businesses focus on their core offering by eliminating the tedious work and complexity of calculating taxes across multiple jurisdictions,” said Tom Pacholke, VP Customer Success. “MindTouch helps us achieve that goal by providing a solution that facilitates a self-improving support cycle for our customers and, with GeniusLink we’re able to extend our knowledge and feedback into all of our support channels.”

About MindTouch

MindTouch leads the way in providing the ultimate product support experience for users and customer service agents using a collaborative, self-service platform. The multi-channel solution allows clients to track and analyze customer needs and behavior in order to provide knowledge faster. MindTouch continues to create great customer experiences that increase customer retention, and reinforce your company’s brand image. MindTouch serves millions of users daily. For more information, visit http://www.mindtouch.com.

About Avalara

Avalara makes sales tax compliance simple and automatic for thousands of customers every day. Its SaaS-based, sales tax and compliance automation software solutions span the compliance spectrum; each year these solutions process billions of financial transactions, manage millions of exemption certificates, file hundreds of thousands of sales tax returns, and remit billions of tax dollars to states nationwide.

Recognized as one of America’s fastest growing technology companies, Avalara is integrated with leading ERP and E-commerce software systems that serve millions of small to medium sized businesses. Founded in 2004 and privately-held, Avalara's venture capital investors include Battery Ventures, Sageview Capital and other institutional and individual investors. Avalara employs more than 500 people at its headquarters on Bainbridge Island, WA and in offices across the U.S. and in Pune, India. More information at: http://www.avalara.com.

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Marissa Jabczenski
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