MindTouch working with Salesforce.com to improve support experience

Summary:MindTouch wants to speed up its social help desk through an integration with Salesforce's Service Cloud.

MindTouch is expanding its partnership with Salesforce.com to improve the online customer support experience  on its internal knowledge bases and help systems with a new CRM integration.

The MindTouch CRM Connector is touted to make available "enterprise grade knowledge" for Salesforce CRM and the Salesforce Service Cloud for the first time ever.

In more specific terms, the CRM Connector scans recorded customer cases on Salesforce's platforms, and the solutions to these queries can be published to the MindTouch knowledge base for future reference. Support agents can also collaborate on best practices, help content and how-tos for publishing in the knowledge base.

Promised to be reduce resolution times and costs, the idea is to enable support agents with real-time information about different customer service cases without ever having to leave the Salesforce application.

MindTouch cited internal research that support agents using the MindTouch CRM Connector for Salesforce resolved support tickets 47 percent faster on average. Additionally, the social help system provider said that 65 percent of users prefer to be taught how to self-serve themselves on the open platform.

The MindTouch CRM Connector is available in Salesforce.com's AppExchange online marketplace now.

For more info about the partnership, check out the promo video below:

Topics: Salesforce.com, Collaboration, Consumerization, Enterprise Software, Social Enterprise

About

Rachel King is a staff writer for CBS Interactive based in San Francisco, covering business and enterprise technology for ZDNet, CNET and SmartPlanet. She has previously worked for The Business Insider, FastCompany.com, CNN's San Francisco bureau and the U.S. Department of State. Rachel has also written for MainStreet.com, Irish Americ... Full Bio

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