MindTouch Solution Integrates with SAP® Cloud Solutions to Provide Customers with Proactive Multichannel Product Support Experience

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Accurate, timely product information matches inquiries, dramatically helping to reduce support response times and increase customer satisfaction.

MindTouch today announced a partnership with SAP® whereby its solution will be used to complement SAP cloud solutions – including SAP Cloud for Service and SAP Cloud for Social Engagement – to provide end-customers a self-service, integrated help system that offers the latest and most pertinent product information. The combined solution delivers quick responses and helps maximize customer satisfaction while minimizing the need to contact an agent or send an email.

One of the biggest challenges for companies today is keeping the customer happy throughout the prospect-to-promoter lifecycle. One major area of concern is the consistency and quality of the information a company provides. MindTouch solutions aggregate product data from different information silos to distribute the most relevant, accurate and up-to-date product information to a wide spectrum of users, ranging from employees to customer support agents to end-user customers. MindTouch delivers this information through a variety of channels, including call centers, the Web and mobile devices.

The MindTouch system optimizes the customer experience, taking information from Facebook, Twitter, CRM agents, websites and other communities to create a comprehensive profile of the customer’s product history. This helps companies gain a deeper understanding of their customers’ needs so they are able to provide a delightful service experience while reducing response times and minimizing ticket generation. Service agents are also able to help customers take advantage of up-sell and cross-sell opportunities at the right time.

“By helping to ensure that a company is working with the best customer and product data possible, MindTouch can further optimize business results for every player in the customer lifecycle, from product marketing through customer service and support,” said Aaron Fulkerson, CEO, MindTouch.

The MindTouch solution integrated with SAP Cloud for Service and SAP Cloud for Social Engagement is designed to provide customers with the following benefits:

  •     Multi-channel distribution of relevant and up-to-date product and customer information
  •     Continually optimized content generated by a collaborative virtuous cycle between product experts and their end-users
  •     Enhanced customer intelligence gleaned from MindTouch tools and analytics, which helps drive marketing, product and customer experience initiatives to better serve customers

“SAP continues to build its ecosystem, driving new levels of collaboration and providing additional choices and flexibility to our customers,” said Mercedes Ellison, vice president, Global Cloud Ecosystem & Channels, SuccessFactors, an SAP company. “We expect the use of MindTouch’s solution with our cloud solutions to help achieve a superior customer-service experience. This announcement supports our vision of guiding customers through the journey from prospect to promoter.”

HTC, the mobile innovation and design leader, has become one of the first customers to benefit from the MindTouch solution integrated with SAP cloud solutions. The solutions used by HTC help centralize product support information and allow customers and agents to access them through multiple channels. As a result, HTC can dramatically decrease response times, with consistent access to information across all call centers and websites, and enhance the information through customer and internal expert collaboration.

Since implementation in March, HTC has already seen big improvements in customer satisfaction. “Our customers are deeply engaged with the brand, and addressing customer questions with consistency and accuracy is critical for a truly responsive service experience,” said Elizabeth Griffin, senior manager, Digital Customer Experience, HTC.

“MindTouch has enabled us to raise the bar and create a customer self-service experience that gets customers and agents the answers they need exactly when they need them,” said Simon Harper, vice president, Global Customer Experience, HTC.

About MindTouch
MindTouch provides the ultimate product support experience for users and customer service agents using a collaborative, self-service platform. Their multi-channel solution allows clients to track and analyze customer needs and behavior in order to provide the best information faster. MindTouch delivers a great customer experience which increases customer retention and loyalty, and improves company’s brand image. MindTouch serves millions of users daily. For more information, visit mindtouch.com

About HTC
Founded in 1997, HTC Corporation (HTC) is the creator of many award-winning mobile devices and industry firsts. By putting people at the center of everything it does, HTC pushes the boundaries of design and technology to create innovative and personal experiences for consumers around the globe. HTC's portfolio includes smartphones and tablets powered by the HTC Sense® user experience. For more information, please visit http://www.htc.com.

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