San Diego, CA (PRWEB) September 24, 2013
News
- MindTouch, the leading provider of product experience software for users and customer service agents, announced today an enhancement to their partnership with Zendesk with the release of the MindTouch-Zendesk Connector. This feature will enable customer service agents to access a broader and more relevant database of information to enable them to answer customer questions and resolve issues faster. This new feature also allows customers to find more information on their own making their support experience more efficient and less time consuming.
- A unique CRM feature is that the integration allows both customer support agents and customers to use the same central knowledgebase to solve issues. Agents can help customers more quickly because they have access to MindTouch’s comprehensive and collaborative product knowledge base from within the Zendesk interface. They can drag and drop any article onto the screen. Meanwhile, customers can self-help more extensively because resolution information is continually added to the MindTouch repository making it more comprehensive.
- Getting started is simple due to the open API (Application Programming Interface) which enables ZenDesk customers to quickly and easily integrate the MindTouch solution to any of their internal systems.
Benefits
- Stepped up CRM: The integration facilitates customers and agents being able to get answers to their questions in real-time - minimizing ticket generation, shortening resolution times, and decreasing the number of emails and calls to customer agents. The benefits include deflecting costly, repetitive inquiries and enabling real-time answers to customer inquiries.
- Enhanced Customer Intelligence: MindTouch-Zendesk users have the benefit of MindTouch’s integration with web analytics applications which provides additional insight about customers and their interaction with customer support documentation. This gives companies insight into what needs to be updated or corrected in their product information, and into what products and features should be included in the future.
- User Efficiency: Zendesk Connector enables users to include links to MindTouch knowledgebase articles in tickets without leaving Zendesk, promoting task efficiency and faster customer response.
Commentary
“Zendesk and MindTouch are the perfect fit,” said MindTouch CEO and founder Aaron Fulkerson. “Our companies are committed to providing the absolute best customer experience. This solution shows our continued commitment to making this happen.”
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.
