As part of our series of looking at the people behind the innovations that are happening in the digital world, we have turned our attentions to MindTouch.
MindTouch are the collaboration between two previous members of the Microsoft Advanced Systems Research Team, Steve Bjorg and Aaron Fulkerson.
The company currently employ between 100-250 people and have their headquarters in San Diego California.
They were founded in 2005 and specialise in SEO, software, information technology, customer service and sales and support.
MindTouch is a multichannel way of delivering customer service via SaaS. The more that customers are in charge of accessing the answers to their questions, the more happy they will be to do business again with that company.
Aaron previously worked at Microsoft in Advanced Strategies where he researched distributed systems. He has also helped shape national education policy at the White House. Additionally he has contributed as a writer to CNN, Forbes Magazine, TechWeb and more besides.
Aaron explains how MindTouch assists the businesses that employ their technology, by providing support to their customers.
He goes on to describe how MindTouch takes everything from the product manuals, supporting documents and training information and then makes it available, in bite sized pieces, in an easy to understand fashion.
A lot of times, things such as manuals are not easily accessible by the customer online and it is as simple as making that information available that makes MindTouch so special.
Previously Steve has been a software design engineer at Microsoft. He is also a member of the University of Colorado Computer Science board.
Steve says that his main ability within MindTouch is to help take the complication out of the challenges he faces in his daily work and then deal with each problem in a logical fashion, until the job is done.
He also explains how respect and a culture of loyalty to each other within the teams he manages is the key to the company’s continued success.
This does not mean not accepting or taking criticism however, but doing so in a positive manner which everyone can learn from and then take forward.
Aaron has been with MindTouch for three years and has previously worked for KPMG.
Aaron thinks the best thing about MindTouch is that it saves both the customer and the business lost time and quickly helps to resolve problems, without ever having the need for a service call to an agent.