MindTouch’s Universal Knowledge Connector, Vidyard Adds Video Management to Salesforce
There really isn’t a day that goes by that we aren’t seeing some kind of product update from a wide array of vendors in the customer experience/digital experience space. Today I wanted to bring your attention to two that I found interesting:
1. MindTouch Releases Universal Knowledge Connector
I’ve followed MindTouch for a long time now. What I like about this company is that they chose to not go the route of many other collaboration vendors and offer a generic collaboration platform. MindTouch’s roots are in content management, so it made a lot of sense for them to leverage that and focus on social publishing. Their platform offers a knowledge base that is collaborative and smart enough to learn based on how people are using it. It’s a collaborative self-help knowledge base and it’s pretty cool how it works.
And that is how this new connector comes in. The GeniusLink connects the MindTouch platform to any customer management solution: CRM, forums, communities and other social tools. The platform already had built in connectors to Salesforce, Zendesk and SAP Cloud, but this new connector enables any solution to integrate easily. This provides what Aaron Fulkerson, CEO of MindTouch called “continuous customer support cycle,” surfacing knowledge from a variety of touch points to help customers at any stage of the relationship.
We talk a lot about how the customer life cycle does end when the sale is made, it really just begins. So it should be easy to see the value of a knowledge-as-a-service platform like MindTouch can help an organization capture and share information easily across customer touchpoints throughout the life cycle.
Definitely worth checking out.
Vidyard’s New Video Management App for Salesforce
Everyone wants to work with Salesforce these days and Vidyard, a provider of video management tools, is no exception. They are pretty excited to talk about their new app in the Salesforce AppExchange. (silly, but kind of funny video next).
The new app enables sales people to upload and share videos with prospects via email, taking advantage of a secure video layer in Chatter. But not only can they manage videos, they can determine how effective those videos are seeing individual viewing history per lead.
We know that video is quickly becoming an important component of digital marketing. But it’s also important for support and other aspects of the customer life cycle. For Salesforce Chatter users, this might be a great tool to build that video strategy.
I came across Vidyard’s blog and its article on 2014 video marketing predictions by Vidyard’s co-founder and CEO, Michael Litt. One of those was that every organization will have a Director or VP of Video Strategy. I found that interesting. Do we really need a person solely dedicated to developing a video strategy? I agree that it’s important for marketing, but video is a form of content. Would that strategy not simply fall under the responsibility of the Chief Content Officer (assuming you believe orgs need one like I do)? Curious to hear your views on how organizations should manage video strategy. Is it important enough to be a standalone strategy?
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