Happy customers, happy MindTouch. That’s why we’re so honored to be named the KMWorld 2019 Readers’ Choice Award winner for “Best Customer Experience and Support,” having edged out Salesforce and Nuance Communications.
The winning companies and solutions within each category are selected by the people who actually use them, which is what makes this such welcome news.
Now that the flutes are out and the champagne is flowing, let’s get down to what this award is really about: helping create experiences that make our customers’ customers happy.
Because that’s what “Best Customer Experience and Support” is: helping our customers be there when and where their customers need them, in the channels and formats they prefer, and with the least amount of effort possible.
The ways in which organizations interact with their customers continue to increase in number, and more and more, these interactions are expected to be consistent.KMWorld
That might mean a handy Google Snippet that quickly answers a common product question. It might be proactively serving support agents suggested content so they can resolve customer issues faster.
Or it could be an automated chatbot that quickly and accurately identifies a customer’s issue before handing the interaction off to a live agent.
Regardless, the MindTouch knowledge management platform strives to enable consistent, “frictionless” experiences in all of these contexts through the common medium of content.
Interactions in stores, with salespeople, over the phone, through the company’s website, or social media are all part of the customer experience.KMWorld
To earn top billing for the KMWorld 2019 Readers’ Choice Awards Best Customer Experience and Support is high praise. We’re thrilled at the prospect of continuing to strive for excellence in customer experience.
Okay, the bubbly is really flowing now.