What Makes a Superhero? Doing What Others Can’t and/or Won’t

Corey Ganser

Customer Experience Manager

MindTouch, Inc.

About the Speaker

• Corey Ganser

• Customer Experience Manager at MindTouch

• Interacts with Support, Product, Sales, Marketing and Documentation Team

• LinkedIn: linkedin.com/in/coreygans

• Twitter: @coreygans

Department Divisions

• Support Department knowledge base

• Technical Writer formal documentation

• Product Team in-product help

• Marketing Team promotional documentation

• Sales Materials reference documentation

Duplicated effort for same message

• Support team creates articles that can be leveraged in formal documentation

• Technical Writers create documentation that should be leveraged by support (PDF won’t cut it)

• Product, Marketing and Sales should tie in documentation from Technical Writers into promotional materials and in product help

Case Study #1: coolOrange

• The Need– Integration with Support Ticketing– Easy to use interface for authoring– Ability to create templates for consistency of

knowledge capture– A system that wouldn’t require management

and upgrading by coolOrange

coolOrange (cont)

• Solution– MindTouch as a central repository for content

with integration into Zendesk

• Benefits– Decreased costs for creation of docs,

increased quality of support, and improved communication all around

– 17% drop in support tickets

Case Study #2: Zuora

• The Need– Increase collaboration among SMEs– Support Ticketing Integration– Make documentation more accessible to

users– Increase analytics around documentation to

identify trends and usage

Zuora (cont)

• Solution Implemented– MindTouch at the center of content– Integration with Zendesk

• Benefits– Opening up documentation to SMEs resulted in

200 new articles over the course of a couple of months

– Zuora’s customers increased usage of self help– Sales leads generating from documentation

Case Study #3: SuccessFactors

• The Need– Looking for a central location for documentation– Chat Integration – Easy to manage documentation repository– Integration with SAP Service OnDemand– Ability to extend documentation into the product– Personalize the customer’s experience with help

from SSO

SuccessFactors (cont)

• Solution– MindTouch as their main support portal– SnapEngage for chat– Service OnDemand for help desk– SSO integration with MindTouch and pass-

through to chat and helpdesk

• Benefits– Central location for customers to access self

help with a personalized experience

Authoritative Source

Documentation Right vs.

Documentation Right Now

• Documentation needs to be flexible– Creation– Publishing– Consumption– Contribution

• Look beyond your immediate goals for documentation

Discussion Points

• What are the main barriers to consolidating the efforts of help documentation across departments?

• What fears do you have of introducing a concept like this to your manager?

• Is this already happening at your company and are you involved in the process?

• How do you start an initiative like this in your company?

Discussion Points (cont)

• What resources do your customers expect for self help?

• How do you measure documentation success?

• Is Customer Experience a term that is working its way into documentation in your organization?

Thank you for your attention and cooperation.

The End