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The contextual help button Touchpoint

theresa manzo
Written by Theresa Manzo
Product Manager at MindTouch
This page applies to:All MindTouch Versions

The contextual help button Touchpoint is an embeddable help button users can click to access your product documentation or help content on any of your web pages or web applications. This article provides an overview of MindTouch contextual help button Touchpoints—their use cases, how customers experience them and how they are implemented.
 

Currently, contextual help buttons CANNOT be branded. If you want to use custom styled buttons, we recommend using contextual help Touchpoints (which can be style as desired) instead. 

 

When to use contextual help button Touchpoints


Use contextual help button Touchpoints to engage your customers along the entire customer journey:

  • Make product information easily accessible for potential customers visiting your company website (marketing site)
  • Offer last-minute product information to customers who are about to abandon their shopping carts (e-commerce site)
  • Provide additional details on functionalities to give customers the opportunity to become successful product adopters  (support site or in-product)

Example use case

A company's most tech-savvy employee was delegated to research the type of software your company offers for possible company-wide adoption. The employee looks around your site and increasingly has the feeling that your product indeed would fit the company's needs. But to make a formal recommendation, the employee wants to confirm some technical points. Knowing that product validation may be a great selling point, you strategically embedded Touchpoint buttons on your marketing product pages, which the tech-savvy employee eagerly clicks to access important technical details. Without having to do further research on third-party sites and be distracted by other products, the employee confidently makes a formal recommendation (in favor) of your product.

 

How customers experience the contextual help button Touchpoint


The following steps describe how your customers experience the contextual help button Touchpoint:

Step 1: Interacting with the Touchpoint

Your customers see and click the contextual help button:

Screenshot of a contextual help button
Currently, contextual help buttons CANNOT be branded. If you want to use custom styled buttons, use contextual help Touchpoints and style as desired. 
 

Step 2: Learning through the Touchpoint

An interactive pop-up  window displays a from you selected page that provides additional information:

Screenshot of the contextual help dialog
 

Step 3: Browsing via the Touchpoint

From within the contextual help dialog, your customers have the option to browse for further information:

Screenshot of the contextual help dialog navigation

  • Back displays the previously viewed page in the contextual help dialog.
  • Forward displays the next viewed page in the contextual help dialog.
  • Home takes users to the Home page of your MindTouch site.
  • Open article opens the current article inside your MindTouch site in a new tab or window.
  • The search bar allows users to search your MindTouch site for additional content from within the contextual help dialog.
     

Implementing contextual help button Touchpoints


Implementation of the contextual help button Touchpoint requires the following:

  1. Creating and configuring a Touchpoint.
  2. Generating an embed code.
  3. Placing the Touchpoint in your web pages or applications.