MindTouch, a provider of product experience software, has released MindTouch-Zendesk Connector, which will enable customer service agents to access a broader and more relevant database of information and enable customers to find more information on their own.
The integration allows both customer support agents and customers to use the same central knowledgebase to solve issues. Agents have access to MindTouch's comprehensive and collaborative product knowledge base from within the Zendesk interface. They can drag and drop any article onto the screen. Resolution information is continually added to the MindTouch repository.
MindTouch-Zendesk users have the benefit of MindTouch's integration with Web analytics applications to provide additional insight about customers and their interactions with customer support documentation. This gives companies insight into what needs to be updated or corrected in their product information, and into what products and features should be included in the future.
Zendesk Connector also enables users to include links to MindTouch knowledgebase articles in tickets without leaving Zendesk.
"Zendesk and MindTouch are the perfect fit," said MindTouch CEO and founder Aaron Fulkerson in a statement. "Our companies are committed to providing the absolute best customer experience. This solution shows our continued commitment to making this happen."