Product, customer knowledge as a service

MindTouch has introduced a new product experience software application that provides Web-based self help; knowledge as a service; user-driven, machine-learning optimization; and content organization with conditional and personalization capabilities.

This new MindTouch cloud-based software includes a Web-based self-service help center, an in-product contextual help system and seamless integration with CRM and case management software such as Salesforce, SAP OnDemand and Zendesk.

New to the MindTouch platform is the LightSpeed Content Framework, which the company describes as a fast and easy-to-use, specialized content framework that makes multichannel product help easier, faster and more effective. Content can be collaboratively authored in a Web-based environment that allows subject matter experts from across the organization, or even external partners and customers, to contribute their knowledge seamlessly and rapidly without having to become experts in using an authoring tool. Further, says MindTouch, content within LightSpeed is dynamically organized to maximize discovery, making it possible, for example, for readers to browse linearly across topic with related knowledge paths, to accelerate understanding.

Also new is HelpRank, a collection of new proprietary algorithms that continuously optimize the customer help experience. By analyzing user and support agent behavior across all customer channels, MindTouch HelpRank dramatically and continuously improves both search results as well as the organization of knowledge within the LightSpeed framework.