Customer support startup Zendesk is partnering with knowledge base company MindTouch today to offer a social help solution for customer service agents. Now support agents using Zendesk’s customer support SaaS, can query a MindTouch-powered knowledge base for quick answers. The idea is that customer support agents can share their knowledge base with other support agents to improve service to consumers.
The crowdsourcing functionality is allows for collaborative editing, content scoring, commenting, media and video. And support tickets sent to an end user can also be republished as knowledge base articles. Within the knowledge base platform, customer service agents can search by keyword and see what articles are getting viewed the most, which articles are support agents referencing the most and which articles are being edited the most.
The new offering also has “Google Analytics for your support knowledge base,” so both agents and managers can run reports on what problems are being most searched for, which articles have lots of material changes and/or confusion, which articles have the highest ratings or most comments, which articles or subjects are the most requested in terms of new info needed, which end users are contributing the most really helpful content, which agents are pushing changes most frequently, and more.
MindTouch’s social knowledge platform adds to Zendesk’s existing Twitter integration, which allows agents to turn a Tweet into a Zendesk ticket and respond publicly to a complaint on Twitter from Zendesk’s platform.
MindTouch has powered knowledge bases for companies like Paypal, Autodesk, The Washington Post, Mozilla, HTC, HP-Palm, and Intuit. Adding a knowledge base to a customer service support platform makes sense, so the offering is sure to be popular amongst Zendesk’s 10,000 customers.
Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies. The product has an elegant, minimalist design implemented in Ruby on Rails and provides seamless integration of the back-end helpdesk SaaS to a company’s online customer-facing web presence, including hosted support email-ticket integration, online forums, RSS and widgets. This is unusual, because most SaaS helpdesk solutions focus exclusively on the backend helpdesk and treat the Web as...
MindTouch wants to make product help exceptional. We’ve all had exceptional product help experiences that make us want to buy more products from a vendor. Unfortunately we’ve all also had experiences that leave us shaking our head, deciding to never again do business with a vendor. MindTouch cares about making our customers exceptional at product help, in part by creating vibrant communities around their products. We deliver on this promise with our social knowledge base product and build-to-suit product help...