Customer success solutions leader unveils omni-channel Customer
Insights and real-time customer value reporting platform features
HelpRequest is a unique unit of value served to a MindTouch buyer segmented by the channel received. Each HelpRequest constitutes a different, personal unit of help delivered to the MindTouch buyer's customer, removing guess work about the customers’ preferred channels. By being able to identify where a customer is deriving the most value from a product, businesses can improve customer engagement strategies and increase their Net Promoter Score (NPS).
“The most successful businesses are focused on building valuable customer relationships. MindTouch understands both the importance of the Subscription Economy and how customer relationships evolve over time,” said
In addition to HelpRequest, MindTouch is introducing yet another new category of reporting to their product: Customer Insights. MindTouch users can gain more insight into unique customer behavior by analyzing data that is captured when customers interact with the product and access customer success content across all channels of customer engagement. Over the last year of beta testing Customer Insights, users improved customer support and reduced churn by reducing Customer Effort and improving their NPS.
“This kind of transparent value-based software licensing will become the norm for SaaS vendors,” said
Effective immediately all MindTouch 4 customers have access to these new features.