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Touchpoints at a glance

Written by Lily Moessel
Documentation Architect at MindTouch
This page applies to:All MindTouch Versions

Embed MindTouch Touchpoints into any of your existing web environments and applications to connect your customers to your product documentation anywhere, anytime. In this article, read about who should use Touchpoints, where to embed them, why your departments will love them, and suggestions for further uses.

Who should use Touchpoints

Use Touchpoints if your company supports one or more of the following:

Note to user   NOTE:  If you are currently using contextual help and search and integrate with CRM systems, Touchpoints are a vital strategy to extend your MindTouch content across your web ecosystems.

Where to embed Touchpoints

Touchpoints can be embedded into any websites or applications for which you have rights of authorship:

  • In product

  • Ecommerce platforms

  • Web properties

  • Customer relationship management (CRM) systems

  • Social networks

  • MindTouch site

  • Ticket deflection forms

  • Blogs

  • Forums


Why your departments will love Touchpoints

We know that your customers (potential and existing) will love you for implementing Touchpoints, but here’s an overview of the impact Touchpoints have on your internal departments:

Operations, Sales, Marketing
  • Attract a wider audience of potential buyers across many web properties

  • Boost a company’s domain authority with vast amounts of richly linked content

  • Connect web properties to facilitate product adoption from anywhere on a site

  • Establish product content as the authoritative content on the web

  • Reduce shopping cart abandonment from lack of immediate self-service options

  • Control the product evaluation process

Product, Support, Training
  • Help increase successful user adoption of the product through in-product implementation

  • Reduce the amount of support tickets generated from lack of information or self-service options

  • Create internal product experts by linking training materials to authoritative product documentation

  • Boost user confidence in product and support availability

Content Management, Information Architecture, Integrations
  • Implement Touchpoints easily and quickly

  • Support microcontent management

  • Gain insight into content value through reporting

Success, User Experience
  • Inform the customer journey

  • Enable user analysis

Further uses of Touchpoints

While there are numerous use cases in which to deploy Touchpoints, below are some uses to keep in mind:

  • Use the contextual help Touchpoint to inform your buyers and suggest additional products or add-ons when customers are purchasing a product through your e-commerce site. ​

  • ​Create successful brand experts by populating your product with contextual help links that offer further explanation of your product's functionality without having to leave the site or application.

  • Reduce the amount of support tickets created by embedding a search-in-place Touchpoint that will offer users a search option when they need it most.

  • Use contextual help buttons on your marketing site to provide additional information on featured products.

  • Set up basic reporting to monitor how often you link a particular document to a customer and monitor how content helps expedite sales through the creation of buyer assurance.

  • Extend lookup functionalities into your CRM system and allow your sales team to link documentation to a particular opportunity and opportunity stage.


What's next

Start creating contextual help or search Touchpoints or continue reading about implementing a product verification strategy and review a couple of practical scenarios on how Touchpoints help to close sales





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