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Touchpoints across the entire customer journey

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

This article identifies how to leverage MindTouch Touchpoints throughout your customer's entire journey.

Leverage MindTouch Touchpoints along the customer journey

Customers can drop off at any point during the three major phases of the customer journey—the research stage, the buy stage or the succeed stage. While many factors may contribute to customers dropping off, the lack of accessible product documentation need not be one of them. With MindTouch Touchpoints, customers—and potential customers—can remain engaged along their journey to solidify their movement toward the successful adoption of your product and brand loyalty.

In the research stage

Embed the search Touchpoint into any of your site properties (product page, blog, forum, community, etc.) to connect your customers to your product documentation. With the search Touchpoint, help potential customers research your product and make purchase decisions from anywhere on your site.

In the buy stage

Use contextual help button Touchpoints to allow your buyers to review product information during checkout. With the contextual help Touchpoint, your buyers will never have to leave your shopping cart again to verify and validate their purchase decisions.

In the succeed stage

Create product experts by populating contextual help links that offer detailed explanations of your product's functionalities inside your product. With the contextual help Touchpoints, your product users have documentation support at their fingertips at all times to help them become successful product adopters. Also, add a search-in-place Touchpoint to your ticket submission form to create self-help opportunities that reduce the amount of support tickets while increasing your customers' confidence in and with your product.

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