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June 7, 2012
MindTouch announced its eponymous cloud-based social help system is now integrated with the Salesforce.com Help Desk software to help improve agent efficiency and customer service experiences. Using a web-based environment that employs a knowledge base, help center, ticketing system and help button, agents are better able to resolve customer issues faster and more precisely, according to the company.
In addition, services reps using Salesforce Help Desk will be able to provide relevant content to customers, publish new content to the MindTouch knowledge library and identify missing information in product documentation —“all without ever leaving the Salesforce interface.”
“Salesforce.com views customers as database fields, but exceptional customer experiences are not delivered by a handful of database fields. This is precisely why many of our customers have asked MindTouch to improve Salesforce.com by integrating our social help center,” said Aaron Fulkerson, MindTouch founder and CEO, in a prepared statement.
The company has posted a YouTube demo video showing its integration with Salesforce Help Desk — worth a quick look if you’re interested. And if you want to take TCS out for a test drive, MindTouch is offering a free trial.
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