Zendesk And MindTouch Add Social Knowledge To Customer SupportMay 06, 2011
by Leena Rao
Customer support startup Zendesk is partnering with knowledge base company MindTouch today to offer a social help solution for customer service agents. Now support agents using Zendesk’s customer support SaaS, can query a MindTouch-powered knowledge base for quick answers. The idea is that customer support agents can share their knowledge base with other support agents to improve service to consumers.
The crowdsourcing functionality is allows for collaborative editing, content scoring, commenting, media and video. And support tickets sent to an end user can also be republished as knowledge base articles. Within the knowledge base platform, customer service agents can search by keyword and see what articles are getting viewed the most, which articles are support agents referencing the most and which articles are being edited the most.
The new offering also has “Google Analytics for your support knowledge base,” so both agents and managers can run reports on what problems are being most searched for, which articles have lots of material changes and/or confusion, which articles have the highest ratings or most comments, which articles or subjects are the most requested in terms of new info needed, which end users are contributing the most really helpful content, which agents are pushing changes most frequently, and more.
MindTouch’s social knowledge platform adds to Zendesk’s existing Twitter integration, which allows agents to turn a Tweet into a Zendesk ticket and respond publicly to a complaint on Twitter from Zendesk’s platform.
MindTouch has powered knowledge bases for companies like Paypal, Autodesk, The Washington Post, Mozilla, HTC, HP-Palm, and Intuit. Adding a knowledge base to a customer service support platform makes sense, so the offering is sure to be popular amongst Zendesk’s 10,000 customers.