The contextual help Touchpoint is an embeddable link or icon users can click to access your MindTouch product documentation from any of your web properties or web applications. This article provides an overview of MindTouch contextual help Touchpoints—their use cases, how customers experience them and how they are implemented.
When to use contextual help Touchpoints
Use contextual help Touchpoints to engage your customers along the entire customer journey:
- Provide additional product help when users are trying to solve a problem (support site)
- Offer additional product information at checkout when customers need to confirm their purchase decision (e-commerce site)
- Suggest additional products or add-ons as customers are buying a product (e-commerce site)
- Provide additional details on functionalities to turn users into product experts (support site or in-product)
Example use case
Your customer has visited your e-commerce site and has found a great product to buy. The customer is ready to place the order but then notices the information icon next to the product in the shopping cart. Your customer clicks the icon and is presented with add-on options that extend the product's features and value. Being able to further investigate the suggested items, the buyer eventually decides to add one of the suggested add-ons to the shopping cart—all because you were able to provide additional value and solved an additional need for your customer's particular use case right then and there in the shopping cart.
How customers experience the contextual help Touchpoint
The following steps describe how your customers experience contextual help Touchpoints:
Step 1: Interacting with the Touchpoint
Customers see and click the contextual help link:
The contextual help link may look like an ordinary link but is often styled as a question mark or letter "i".
Step 2: Learning through the Touchpoint
An interactive pop-up window displays a from you selected page that provides additional information:
Step 3: Browsing via the Touchpoint
From within the contextual help dialog, customers have the option to browse for further information:
- 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 Touchpoints
- Creating and configuring a Touchpoint.
- Generating an embed code.
- Placing the Touchpoint in your web pages or applications.