MindTouch

We use MindTouch at Procore Technologies Inc. as the core CMS platform to host and manage our public support site (https://support.procore.com). I picked MindTouch over other CMS tools because of its intuitive interface and customization options. We've built a fully customized support site that matches our corporate branding style and integrates with our customer support ticketing system (Zendesk). (Prior to Zendesk, we also successfully integrated MindTouch with UserVoice.) We're able to build SEO-friendly support content that has proven to be the main driver of web traffic to our marketing site, as well as an effective lead generation tool that consistently yields product demo requests. Our internal Technical Documentation team creates and manages a majority of the content but we've also given select customers the ability to create their own customer support content in a private section of our site that can be securely accessed by their end users via our SSO integration between MindTouch and our web application. MindTouch has helped us effectively scale our SaaS company by giving users a centralized location where they can effectively support themselves in a self-service manner.

We are using MindTouch as a central repository for support knowledge, product documentation, processes & procedures. We started within the support department and quickly expanded to include delivering product documentation as native web content (not PDF) and now we targeting field service and deliver content. Centralizing information into a single highly accessible solution allows anyone to find relevant information quickly.

MindTouch is the primary authoring and publishing tool for our Tech Writing department. It powers our customer-facing support site. The business problem it solves is allowing us to easily reach our customers via the web. We have 1000s of articles and a team of people writing, editing, and updating content every day.

Mindtouch is being used corporate-wide. [It] Started out in the US and is being migrated to other offices around the globe. [It's] Currently used for in-house technical support calls only. We are transitioning to customer-facing content within the next few months.

We use Mindtouch to satisfy our content management needs organization-wide. We deploy our self-service strategies on this platform as well as our internal knowledge base documentation for our customer care department.

MindTouch is used only by our department to provide documentation for customers and support staff. It is not used directly by support staff or SMEs, but this is because MT4 does not provide draft functionality as Responsive does. Given the rudimentary nature of drafts in Responsive, and no real way to control workflow, it's unclear how much our process would change with the upgrade in platform.

MindTouch is now the 'one stop shop' for all knowledge we want to share with our customers, and also among staff. We use it mainly for technical documentation and support articles, but also release notes, product updates, training and more so that all the content about our products is there.

We just launched MindTouch and we are very excited to have this new resource! MindTouch will allow us to eventually move all of our product documentation online, allowing us to keep content fresh and improve the customer experience. We started with a new product initially and will soon be moving all of our product documentation to MindTouch. We are also looking into ways to further utilize this resource across all departments company wide.

We are currently utilizing MindTouch as a documentation center to teach our new and existing customers how to utilize our software. Documents currently include FAQ's as well as step by step walk-throughs of our platform. These walk-throughs include screenshots of our software to give our customers a better idea of how our software works. We have found that MindTouch is easily customizable and allows us to separate out documentation for our multiple user types. We have also enjoyed the contextual help tool which allows our customers to consume documentation based on the page they are viewing in our platform.

Used to answer common customer questions globally. It reduces the amount of resources we need for support. We are moving from a high-touch customer support model to a low-touch model.

We use MindTouch for our help website and context-sensitive help in our product user interface.

It's being used as the backbone of our Intranet across the company. This allows us to have general as well as technical information from / for all departments in a quickly accessible (and secure) site. As our use of other software tools grow and our company expands, we are looking to leverage additional information and useful resource links for all employees.

Our training team set up MindTouch to house all our training videos and articles. The site is used by our customers as well as our internal departments such as support and sales. The articles contain detailed documentation on our product's features. We also use it for release notes and to link to Gotomeeting registration pages for our live training classes.

We recently starting using a separate LMS system so we can assign and track our customers' training during onboarding scenarios. We use an LMS for this because MindTouch can't do this.

We're using MindTouch on our team only. Other groups publish content on our corporate website. It meets the documentation needs of our customers and our content is also available to the public, so it can help with marketing and SEO.

We use Mindtouch to maintain help centers for several customer facing products. It is used by multiple teams and authors. External users access our knowledge base, and are added/authenticated as users using SAML interface.

Currently MindTouch is mainly used by support to record our answers and solutions as well as our documentation team who publish our product documentation.

At Gainsight, our documentation team members are the primary authors in MindTouch, but the published docs are utilized by other internal teams as well as our customers. We use MindTouch to share product release notes, user guides and admin configuration guides, tutorials, troubleshooting tips, FAQs, as well as some short feature overview videos. Our internal teams can submit feedback on individual articles directly in MT, and the docs team receives email notifications. Our Biz Ops team is working on documentation to support new customer on-boarding, and we're planning to host that in its own category on MT. Additionally, our support team is starting to use a private category on MT to host their internal technical documentation.

Across the whole organization. Everyone contributes to our public-facing documentation. We are trying to disseminate knowledge so users are more educated, can solve problems on their own, and learn about our company as a solution for their analytics needs.

MindTouch is being used by DealerTeam to the fullest measure.

Internally - Structured content allows for new hires to read self-help articles and learn about tribal knowledge without taking valuable time away from top producers. MT has saved time and improved the efficiency behind new and existing employee training. Team building has also improved as we can now share articles around the office by copying and pasting a link. Whether it's to answer an employee question or provide an answer to a client, sharing content is fast and easy.

Externally - A web centric knowledge base with public facing URL's for each piece of content!! Are you kidding me? Nope, that's what you get with MindTouch. Don't worry, you can keep sensitive content private with Roles and Permissions. Creating public facing content structured like a website has made a huge impact for our customer support channels. Self-help content available 24/7 has successfully catered to our niche in the automotive retail industry. With high turnover and constant re-training, our clients can now direct their employees to our Customer Success site and not our phone lines. I have personally reduced my time on the phone and webinars by over 50%.

Help Tickets - When ticket deflection doesn't serve up the answer automatically, our Agents are responding faster to help tickets through the MindTouch Service Cloud integration. The Genius Link displays top rated articles and provides matches based off key words for fast content sharing. But seeing the User search history is the real hero for customer support. Our Agents can track where the customer has already view content on our MT site making each response relevant and progressive when solving the case. Even when the answer is to draft new content, our customers' questions are perpetually dictating a better success site.

The DealerTeam Community - We wanted to build a community for our customers to get real value. The idea was to use SSO and provide a single place for customers to provide Ideas, access Knowledge, Release Notes, Cases Management, and The DealerTeam Academy for LMS. MindTouch is so progressive it already had an integration for our Customer Community. Using custom code to leverage the integration, we can provide our customers a seamless experience to content in MindTouch we used to create our Learning Management System. I cannot express the time saving advantage enough. Because MindTouch is structured in a way that promotes content sharing, we were able to leverage the platform to build our LMS and control the message delivered to every customer, no matter where they choose to access the content.

Organic Search and SEO - MindTouch puts Google to work in your advantage. I had no SEO experience prior to building the success site, so don't expect me to get technical here. By following SEO best practices and using the MT content structure, our published articles started to land on page one search results. The simple fact anyone can use their browser from any device and search for DealerTeam help content is amazing.

MindTouch is being used across the entire organization. We used MindTouch to create a knowledge base to deliver information to our customers, including user guides, release notes, use cases, and other content enabling customers to learn about our products. MindTouch enables us to consolidate and organize customer-facing content in a single, searchable location.

MindTouch is being used as an internal knowledge repository for our customer facing technology support teams. The content is created by the support team and the support leadership relies on the associates to consume the information. MIndTouch allows the support teams immediate access to development manuals, implementation team whitepapers and keeps a running record of all the information accessed by associates.

We use MindTouch as the platform for our Knowledge Center, which provides our customers and employees with access to our product documentation and training materials. The Documentation Group is responsible for managing the Knowledge Center, with support from the IT department. The MindTouch based Knowledge Center allows users to search for content via PC or mobile devices, read it online, or save or print it for offline access.

We use MindTouch across our organization to store documents pertaining to training, forms, and miscellaneous guides and tutorials.

We are using the MindTouch platform to house our technical help content. We have a few people in our organization that contribute articles to the help website and we have minimal time from developers to make the site look different or function differently from the base MindTouch template. MindTouch addresses the business problem of our software users having questions while they are working in our software; having a self-serve site instead of needing to reach out to us right away is useful.

Initially, we chose Mindtouch as a solution for authoring and publishing technical product documentation and support FAQs/knowledge base. Operationally, we were looking for an out-of-the-box, cloud-based documentation solution where writers can easily create content, collaborate, and publish. For customers, we wanted to move from PDFs to self-service support. Mindtouch checked all these boxes for us. Feedback from the field has been positive.

Since our launch, other departments expressed interest in using Mindtouch for their content or are now using Mindtouch to publish best practices, videos, and other customer-facing content.