This week I will be looking again at new technolgies. MindTouch now has a partnership with SAP so its offering is used to complement SAP cloud solutions, including SAP Cloud for Service and SAP Cloud for Social Engagement, to provide customers self-service with an integrated help system that offers the latest and most relevant product information. A major area of concern for companies with large customer bases is the consistency and quality of the information a company provides.
MindTouch solutions aggregate product data from different information silos to distribute the most relevant, accurate and up-to-date product information to a wide spectrum of users, ranging from employees to customer support agents to end-user customers. For example, it can use content from Facebook, Twitter, CRM agents, websites and other communities to create a comprehensive profile of the customer’s product history. MindTouch then delivers this information through a variety of channels, including call centers, the Web and mobile devices.
This aggregation helps companies gain a deeper understanding of their customers’ needs so they are able to provide a delightful service experience while reducing response times and minimizing ticket generation. Service agents are also able to help customers take advantage of up-sell and cross-sell opportunities at the right time.
We have come a long way since I first got started in call center support work. In the 1980s, call center agents said they often learned about their companies latest offers form the customer who called after seeing them on TV or in the newspaper. Providing more effective call center support can offer significant financial benefits. In the late 1990s telecom looked at the ROI on its upgraded call center agent knowledge system. This that used it had three times the cross-sell rate, greatly reduced call escalations to managers, fewer repeat call son the same issues, and other improvements.
Now solutions like MindTouch’s offer multi-channel distribution of relevant and up-to-date product and customer information to both agents and customers. It also provides enhanced customer intelligence gleaned from MindTouch tools and analytics, which helps drive marketing, product and customer experience initiatives to better serve customers. This would have seemed like “Star Wars” in the 20th century. Now we have these capabilities thanks to partnerships like the one with MindTouch and SAP.