San Diego, CA (PRWEB) December 10, 2013
What do you do when you have customers around the globe who want product answers fast and the latest product updates even faster? Blackboard, a global leader in enterprise technology and innovative solutions that improve the experience of millions of students and learners around the world, put companies to the test. MindTouch earned the best grade for its authoring and analytics platform that gives the company access to up-to-date information about how teachers and students are using the help site for the company’s flagship learning management system, Blackboard Learn™.
After reviewing multiple vendors in search of a technology platform that could meet all help site needs, including showcasing timely product updates, providing analytics on client feedback, and helping foster collaboration among users, Blackboard found MindTouch. Blackboard selected MindTouch because it was the only solution with a sophisticated knowledge management and authoring management tool that offered ease of use and rapid deployment.
As a result, MindTouch now helps Blackboard release new product information to its users on a monthly basis. MindTouch can provide customer intelligence on user behavior for integration into marketing analytics for better-targeted campaigns.
Blackboard now has a collaborative community network: with MindTouch, users can share experiences, best practices, common issues, and new ways to use the product. Because MindTouch provides a way to gather input from their clients originating from their existing support systems, Blackboard has been able to create a central repository of best practices and make it accessible to a wider audience. The number of content contributors has also greatly expanded and as a result the quality of the support content itself has improved.
“MindTouch’s self-service capabilities have enabled us to better serve our customers at a significant cost savings,” says Andy Jacobson, Director of Operations, Blackboard, Inc. “Now we are able to really capitalize upon our internal resources, including our customer support, security, development, and marketing, and help foster collaborative engagement among our users.”
“The experience Blackboard is having with MindTouch is a perfect example of the multi-faceted approach we bring to product help and improving customer engagement,” says Aaron Fulkerson, CEO and founder, MindTouch. “We know internal processes must move efficiently to provide timely product information and how important this is to achieving a satisfying experience for the customer.”
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.
