The customer insights Touchpoint requires users to be signed into your 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 ID 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 user name, id or token.
- 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.