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.
Agents see a search bar in your CRM or other web property.
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.
Agents can review two different activities: accessed articles and search results viewed
A legend indicates the timeframe in which the customer searched for or interacted with your help content.