SAN DIEGO--(BUSINESS WIRE)--MindTouch, the company that is transforming how all businesses drive customer success, today announced new product features and a licensing model focused on value delivery that is set to become the Software-as-a-Service (Saas) standard in coming years.
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 Tien Tzuo, Founder and CEO of Zuora and the visionary responsible for defining the Subscription Economy. “As a MindTouch customer, we know that we have a partner that is fanatical about our success with their products. This new licensing model literally puts their money--license revenue--where their mouth is.”
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 Aaron Fulkerson, Founder & CEO of MindTouch. "Moreover, customer success is going mainstream and MindTouch is offering the most complete stack by being the only vendor using the authoring, serving and consumption of product knowledge to capture customer behaviors and drive Customer Insights from all engagement channels.”
Effective immediately all MindTouch 4 customers have access to these new features.
MindTouch, Inc is a provider of cloud-based customer success software that creates shorter sales cycles, increases organic site traffic, and turns new users into experts and brand advocates. www.mindtouch.com