MindTouch's Collaborative Knowledge Service Creates A Centralized Customer Support "Brain" For Code42, Helping Better Service Customers In Multiple Markets

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Code42 uses the MindTouch solution to provide more accurate, timely information to every customer regardless of business size.

MindTouch, the company that continues to transform product help through web, social and mobile innovations, today announced that Code42 — developers of award-winning, endpoint data protection and management solutions for consumers, businesses and the enterprise — is using MindTouch as the central knowledge repository for all online product documentation and tools.

Prior to the launch of the MindTouch-backed site, Code42's online product help was segmented by market—consumer, small business or enterprise—and housed in separate support sites. With the unified MindTouch site, Code42 now has one repository – "one brain" -- for all product documentation, with content separated by use rather than by market.

"In the past, we struggled with authoring, maintaining and searching for content across separate support sites targeted at different markets," said Renee Schaefer, documentation manager for Code42. "Our applications are built upon a common code base, so it made sense to leverage a single support site for all self-service, product-related tools. By combining all product help in one easy-to-update repository, all customers can now access the full range of product information: enterprise administrators benefit from easy-to-understand product tools geared toward end users, and tech-savvy consumers can access deep product details previously set aside for enterprise IT."

MindTouch has established a name as an easy-to-use collaborative knowledge service that includes a knowledge center, in-product contextual help system and powerful search. The company’s unique approach builds an intelligent hub that integrates CRM, chat and customer communities as a single product support network. This support net incorporates reviews, research and responses to all of the comments, concerns and suggestions from customers, as well as from the customer service reps, sales staff, eLearning specialists, tech writers, and product experts who all operate independently.

"MindTouch is ideal for servicing customers who span multiple markets. Companies can package their support offerings targeted to specific audiences and MindTouch’s self-improving system ensures the product intelligence and experience gathered from every customer interaction is updated and shared in a consistent and timely fashion," said Aaron Fulkerson, CEO, MindTouch.

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 Code42

Since 2001, Code42—a privately held company based in Minneapolis, Minn.—has developed intuitive, optimized technology to securely manage and protect the world’s data. The company’s industry-leading, award-winning CrashPlan backup solutions for consumers, businesses and the enterprise manage exabytes of data across millions of devices and for some of the largest organizations in the world, including Adobe, Target, Procter & Gamble, Genentech/Roche, SUPERVALU, NASA, Kohl’s and Arizona State University. Leveraging the company’s trusted security and proven technology, Code42’s SharePlan enterprise-grade file sync and share enables real-time collaboration while enforcing corporate security requirements. For more information on the company and its solutions, visit http://www.code42.com.

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Marissa Jabczenski
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