1. 2013 LavaCon NOLA

2. 2 Apply innovations from the web, social and mobile software to transform the product help experience. Creating product experiences that increase brand value, product competitiveness and user happiness. The MindTouch Vision

3. 3 Inconsistent, fragmented Each channel is different Too slow to update with modern release schedules Customers, partners and product experts can not contribute No analytics, no SEO, no marketing automation value Really FRUSTRATING Today’s Help Experiences

4. 4 Customer Experience Tools are Reactive Customer Experience: Reactive Technology Call Center Customer Support Ticketing Chat Social Business and Forums Social Streams Customer Experience Reacts to customer problems Customers must wait Inconsistent quality Require full time staff Costly for companies Frustrating for customers Customer Experience Reacts to customer problems Customers must wait Inconsistent quality Require full time staff Costly for companies Frustrating for customers

5. 5 Convert the best content into: A web native self-serve help center In-product help system Knowledge-as-a-Service Transformative: Deploys in days not months Web-based and collaborative – empower experts to contribute Machine learning optimizes content organization and search results One place for analytics High in SEO value Rich for marketing automation Convert the best content into: A web native self-serve help center In-product help system Knowledge-as-a-Service Transformative: Deploys in days not months Web-based and collaborative – empower experts to contribute Machine learning optimizes content organization and search results One place for analytics High in SEO value Rich for marketing automation Proactive Experiences

6. 6 Web Self-Service In-Product Help System Chat Integration Facebook and Social Integration Case Management and CRM Integration Discussion Forum Integration Customer Success: Silo Free, Proactive and as-a-Service

7. 7 Proactive Support Product Experience: Proactive Technology Self Service Help Center In Product Help Success/Re tention Automation Knowledge Collab Knowledge- as-a- Service Product Experience Prevents customer problems No wait required Consistent quality Content augments staff Saves money Delights customers Product Experience Prevents customer problems No wait required Consistent quality Content augments staff Saves money Delights customers

8. 8 PX Improves CX Via Knowledge-as-a-Service Customer Experience Reactive Customer Help Call Center Support ticketing Social monitoring/streams Discussion tools Customer Experience Reactive Customer Help Call Center Support ticketing Social monitoring/streams Discussion tools Product Experience Proactive Customer Help Self-help In-Product help Knowledge collaboration Knowledge-as-a-Service Success/Retention Automation Product Experience Proactive Customer Help Self-help In-Product help Knowledge collaboration Knowledge-as-a-Service Success/Retention Automation Knowledge-as-a-Service improves CX technologies: response quality and resolution times.

9. 9 Holistic Analytics and Marketing Automation 1.Identify trends rapidly (weeks and days) 2.React immediately 3.Informs: Content strategy Customer retention Up and Cross-selling Product strategy Marketing strategy

10. 10 Consistent, complete and quality content Speed and time to value Complete customer experience analytics and automation capabilities Mostly though, because your: Customers will be happier Brand more valuable Products more competitive Why?

11. 11 MindTouch is trusted by hundreds of the world’s most respected brands.

12. 12 Collaboration - LightSpeed  Web-based collaborative authoring – crowdsourcing  Content dynamically organizes Knowledge-as-a-service: every customer channel  Enhance CRM, contact center, in-product, chat…  Analytics help define content and product strategy  New customer loyalty automation opportunities API First and strict adherence to standards HelpRank – machine learning search and content organization optimization Conditional (Adaptive) Content Deep search Content analytics enabling web analytics Some Unique and Valuable Features

13. 13 Speed Brand control Lowered support costs  Dramatic improvements to ticket deflection (100%+)  Faster mean time to resolution (33%)  More effective agents (lowered costs) Improved content, product and marketing strategy Increased up-selling Happier customers Increased customer loyalty (retention) Increase brand value Common Benefits

14. 14 Objective Global Initiative to establish brand control Scope 120+ mobile devices Tutorials, videos, FAQ’s, Troubleshooting, user guides, FAQs… Global audience, 16 languages Web self-serve Agent facing.COM integration In product Outcome Success powered by MindTouch

15. 15 Objective Increase customer success and improve retention Scope Web self-service In-product help Case management integration Knowledge collaboration Outcome Success powered by MindTouch

16. 16 Objective Increase the speed of customer success Speed time to deploy Zuora Scope Web self-service Support ticketing integration Knowledge collaboration Outcome Success powered by MindTouch

17. 17 Objective 45 day deployment deadline for global launch Global multi-channel help experience Scope Web self-service Support ticketing integration In-product contextual help Knowledge collaboration Marketing automation integration Outcome Success powered by MindTouch

18. 18 Objective Create social learning environment to drive peer to peer help Empower customers, partners and subject matter experts to collaborate Scope Web self-service In-product contextual help 40 products 13 languages 2.5 million community contributions Outcome Success powered by MindTouch

19. 19 Speed Brand control Lowered support costs  Dramatic improvements to ticket deflection (100%+)  Faster mean time to resolution (33%)  More effective agents (lowered costs) Improved content, product and marketing strategy Increased up-selling Happier customers Increased customer loyalty (retention) Increase brand value Common Benefits

20. 20 Let’s Talk Contact MindTouch for a product demo, a product trial or more customer success stories. www.MindTouch.com Info@MindTouch.com

21. Product Experience Software: Proactive Support