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MindTouch Success Center

Leveraging Touchpoints in Salesforce for customer success

Written by Tom Charland
Solutions Engineer at MindTouch
This page applies to:MindTouch (current)

Touchpoint for Salesforce allow agents to easily access MindTouch documentation to assist customers. This article details how to use Touchpoints for Salesforce in a Customer Success workflow.
 

Touchpoints leveraged in your Customer Success workflow


Having an effective system for communicating with customers is paramount to any Customer Success process. Touchpoints for Salesforce allow agents access to the most current and relevant documentation to help customers to success. Touchpoints not only diminish time to resolution but allow agents to motivate customers to self-serve, thereby increasing customer engagement.

Step 1: Understand your customer's efforts

The Touchpoint customer insights tool provides analytics about articles viewed by the customer as well as the how much time has passed since the last article was viewed. This information reveals which documentation a customer assumed to be helpful to solve an issue.

 

blueCircle.png  COLOR-CODED KEY greenCircle.png  USER VIEW & SEARCH ACTIVITY FEED orangeCircle.png  ACCESS TO USER VIEW & SEARCH ACTIVITY REPORT

This is a color-coded key that shows how long it’s been since the customer last accessed an article.

The agent has access to analytics from the user view and search activity report on their MindTouch site which lets the agent know which articles are being used the most by the customer.

The agent can easily access the user view and search activity report on their MindTouch site by clicking View in MindTouch.

Step 2: Search for relevant documentation

The Touchpoint search tool allows agents to search for documentation related to a case or issue and provides a feed of relevant documentation that can be shared with the customer.


 

blueCircle.png   FACETED SEARCH greenCircle.png  LINK TO CASE orangeCircle.png  COPY/PASTE ARTICLE INTO EMAIL redCircle.png  ARTICLE SUGGESTION FORM

The agent can search the articles in their MindTouch site as well as use faceting to drill down into the site's categories to make searching documentation easier.

The agent can click the Link to case button that will provide analytics for articles that are being referenced.

The agent can copy/paste the link to the article they’re referencing from within the Salesforce user interface.

The agent can suggest articles by clicking the Publish to MindTouch Customer Success button and an article creation form will be displayed for that purpose.


Step 3: Share articles with your customer

To encourage self-serving, ALWAYS include product documentation when communicating solutions to customers. 

Find an article

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Copy the article's link address

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Reference the article in the email using the Link tool

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That's it!

Step 4: Review your email

Ensure your email addresses all points necessary to help the customer resolve the issue. Ensure that all answers provided to the customer are well-written and understandable. If there's an opportunity to expand on the topic with documentation, include additional links to articles to encourage further engagement with your site.

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