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MindTouch Success Center

Customer Insights Touchpoint

Applies to:
MindTouch (current)
Role required:
Admin
The Customer Insights Touchpoint is an embedded integration that allows your agents to gain insight into customer search and viewing behaviors on your MindTouch site.

The Customer Insights Touchpoint requires pro member users to be signed into the MindTouch site. We recommend using this in conjunction with the Sign-in Touchpoint.

Example Use Case

Your support team gets an email from a customer trying to find a solution to a problem. One of your support agents opens a case in your ticketing system to log the issue. Instead of reaching out to the customer blindly, the support agent enters the customer's email address into the Customer Insights Touchpoint. From the returned results, the support agent finds out that the customer has already looked at numerous pages related to the issue in an attempt to find a solution. Armed with this information, the support agent now can reach out to the customer and offer a new, unique solution plan.

Agent Experience

Agents see a search bar in your CRM or other web property.
Screenshot of customer insights touchpoint search bar

Agents search for a customer with either the customer's username (or email address if customers sign in to the MindTouch site with it). Customers without a MindTouch user account can be looked up with a user activity token, however this requires a deeper integration with your customer-facing ticket submission form.
Screenshot of the customer insights touchpoint

Agents can review two different activities:  accessed articles and search results viewed
Screenshot of customer insights touchpoint result types

A legend indicates the timeframe in which the customer searched for or interacted with your help content.
Screenshot of customer insights touchpoint legend

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