Your support agents are the highest yield beneficiaries of your MindTouch content. By integrating MindTouch with your customer engagement software, you can give your agents instant access to valuable information that reduces the mean time to resolution, increases customer satisfaction, and leads to ticket deflection. Integrating MindTouch with your customer engagement software, is the first step to realizing the Knowledge Centered Support (KCS) methodology. The KCS methodology enables a customer support environment in which your agents use and promote knowledge from a centralized source to drives customer self-help, expertise and self-sufficiency. Through this cycle, the KCS methodology derives meaningful and actionable data that further contributes and strengthens the cycle. To help you complete the cycle and create the ultimate customer support environment, integrate with the following applications:
- Support ticketing system
- Chat software
- Customer relationship management (CRM) software
Leverage the MindTouch API to add value to your customer engagement software
Use the following instructions and customer examples to execute best practices to enable customer agent collaboration in MindTouch. Each of these interactions provides data back to MindTouch that is then used to fine-tune search, create new content, and identify valuable and non-valuable content.
|Integration point||Description & API||Screenshot|
Before you enable your agents through an integration with your CES, it's an absolute necessity to set up deflection interfaces on all your customer entry points. Each entry point provides an opportunity to drive your customers to a self-help article and lower customer effort and faster resolution time.
Essentially, you need to connect one of your text fields (typically subject) in your entry point forms to a MindTouch search recommendation widget.
Entry points include:
Dev: Use jQuery with the
The most natural collaboration opportunity with MindTouch and your customer engagement software is with search. MindTouch uses both your agent and user interactions with search to refine the accuracy of future searches.
In fact, this is perhaps the most crucial part of the KCS methodology. Providing your agents access to a centralized content resource that they can share with your customers is the best way to:
API: /@api/deki/site/search?q=XYZ&limit=5 (GET)
DEV: Use the jQuery Ajax GET function to query the MindTouch search API on KeyDown. Make sure you include a query parameter for q and a limit. You can also add advanced search queries in the constraint query parameter.
Your support agents spend all day interacting with your customers. They're typically the first to know about a trending issue and, if leveraged properly, can be your front-line in ticket deflection and customer satisfaction.
Providing your agents with a channel to create content, no matter how basic the content, gives you a direct line to information that commonly remains tribal. If you successfully tap this wealth of knowledge, you will experience improvements in mean time to resolution, customer satisfaction and customer engagement.
Templates are optional but are very effective at prescribing a content layout for agents.
URL: /parentpage?action=addsubpage&template=XYZ (HREF)
Dev: You should keep the parent page consistent so all agent articles are created in the same location. We also recommend that you make the parent page private or semi-private so new agent content is not made public without review. Authors should subscribe to page notifications on the parent page to monitor and enhance all agent contributions. Agents need to be authenticated by pro-members to create articles.
The following examples demonstrate methodologies to deliver valuable MindTouch information back to your support agents. These integration points keep your agents informed, increase awareness and reward agent contribution.