This article identifies how to leverage MindTouch Touchpoints throughout your customer's entire journey.
MindTouch Touchpoints along the customer journey
Customers can drop off at any point during the three major phases of the customer journey—the Research stage, the Buy stage or the Succeed stage. While many factors may contribute to customers dropping off, the lack of accessible product documentation need not be one of them. With MindTouch Touchpoints, customers—and potential customers—can remain engaged along their journey to solidify their movement toward the successful adoption of your product and brand loyalty.
In the Research stage
Embed the search tool into any of your site properties (product page, blog, forum, community, etc.) to connect your customers to your product documentation. With the search tool, help potential customers research your product and make purchase decisions from anywhere on your site.
In the Buy stage
Use contextual help button tool to allow your buyers to review product information during checkout. With the contextual help tool, your buyers will never have to leave your shopping cart again to verify and validate their purchase decisions.
In the Succeed stage
Create product experts and self-service opportunities by populating contextual help links that offer detailed explanations of your product's functionalities inside your product. With the contextual help tool, your product users can access your product documentation at all times to help them become successful product adopters. Also, add the search-in-place tool and the customer insights tool to your ticketing system to gain insight into your customer's struggles and efforts and to empower your success and support agents.