Value-Based Pricing Contributes to Growing Demand for MindTouch Proactive Customer Support Solutions

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MindTouch HelpRequestsTM Increase by 300% Mid-Year; On Track for 600% Annual Increase

MindTouch, the leader in proactive customer support experiences, today announced it has more than tripled the number of HelpRequests served by its product knowledge platform in the last sixth months. The company also announced record earnings for the first half of the year, with June highlighted as the most successful revenue month in company history.

One of the reasons for the company’s financial success is its change from a features-based to a value-based pricing model. Value is calculated per HelpRequest, which represents a single closed-loop customer transaction where product knowledge is provided to the end user. A HelpRequest may be delivered through web self-service, chat, CRM, contextual help, social or other customer support channels.

“We anticipate value-based pricing to become a standard in SaaS because it directly tracks to transactions where true value is exchanged between a company and its customers. By correlating pricing directly with the value derived from software, everybody wins” said Aaron Fulkerson, CEO of MindTouch.

HelpRequest Trend Data
Overall, MindTouch HelpRequest traffic has led to the following trend insights for the first half of 2013:

  •     73% of MindTouch customers prefer to get immediate product help through self-service channels versus waiting for an agent to react to support requests.
  •     MindTouch customers assign 50% greater value to knowledge where two or more subject matter experts have contributed. Engaging collaborators from Product, Support, Technical Writing, Sales Engineering, customers and partners creates the highest quality knowledge.
  •     38% of MindTouch customers report effectively using Customer Intelligence from product knowledge to inform product roadmap, marketing messaging, content strategy and marketing automation. This figure represents an over three-fold increase over the last 12 months.

About MindTouch
MindTouch provides proactive support solutions for users and customer service agents using a collaborative, self-service platform. Its 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 the corporate brand. MindTouch serves millions of users daily. For more information, visit

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Jennifer Spoerri
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