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The search Touchpoint

The search Touchpoint is an embeddable, self-contained search field users can use to search your product documentation and help content from any of your web pages or web application. This article provides an overview of MindTouch search Touchpoints—their use cases, how customers experience them and how they are implemented.

When to use search Touchpoints 

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

  • Create self-help opportunities for users to reduce agent support (support site).
  • Allow customers to verify product information at checkout (e-commerce site).
  • Provide additional details on functionalities to turn users into product experts (support site).

Example use case

An analysis by your marketing manager reveals that your help content isn't receiving the amount of traffic you were hoping for and that your domain authority is only slowly improving. Your site may be new, or potential buyers aren't aware of the amazing resource at their fingertips that may help them make informed decisions. Since your product blogs are getting high traffic on your website, your content strategist decides to embed search Touchpoints on every newly published blog page. Now, visitors who are enticed by your blog's content have the opportunity to self-educate about your product features.       

How customers experience the search Touchpoint

The following steps describe how your customers experience the search Touchpoint:

Step 1: Interacting with the Touchpoint

Customers notice the search bar on your web page or application:

Screenshot of the search touchpoint

Step 2: Searching for product information

Customers enter their queries into the search bar and are redirected to your MindTouch site's search results page where they can search for specific product information.

Screenshot of the search touchpoint results page

Implementing search Touchpoints 

Implementation of the search 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. 

What's next?

Learn how to create and configure search Touchpoints for your site.