MindTouch

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 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.

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'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.

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 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 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.

We have set up a knowledge base for our organization. In our knowledge base, approximately 90 percent of the content is available to our clients, and all of it is available to internal users. Our company's support team is probably the biggest user of the content.

We use MindTouch across the organization with the main focus on providing a support site for our customers. MindTouch allows our customers to self-serve as they bring on new products or introduce employees to new processes. We also utilize the privacy features available in MindTouch to provide information to partners and internal teams without exposing this information publicly.

We are currently in the final stage of migrating our knowledge base from Zendesk to Mindtouch. I was one of the decision makers to do this migration and purchase Mindtouch. Our product and training departments are responsible for creating the content. Mindtouch is responsible for migrating our entire existing knowledge base from Zendesk (over 600 articles in 7 languages). Support and Product are responsible for distribution. Both internal users and our customers and partners are the users of this content. MindTouch helped us with [displaying] our content better, managing many articles in 7 languages better and doing it more efficiently.

At FotoWare we use MindTouch to document the entire suite of Digital Asset Management software we develop and sell. We document user guides, technical configuration, and our API in MindTouch, and the documentation is made freely available for our customers and resellers at https://learn.fotoware.com. We believe a knowledgeable customer is a happy one, so anyone who's interested in our software can find ALL the information they need on the MindTouch site, without restrictions.

MindTouch is primarily used by the product and client support organizations, with lighter usage by our sales, marketing, and technology organizations. Internally, it is the "source of truth" for complex customer-facing systems such as our APIs. Our client managers also depend on it to provide the latest versions of technical documentation for customers. They use it themselves for their own training as well to help support our customers.

We use MindTouch to house all of our internal and external support content. It is a standalone site and we also surface it in-app for a contextual help experience. Last year we transitioned to support a self-service model of support alongside our dedicated support structure. MindTouch enabled us to enable our users to help themselves, before they filed a ticket.

We use MindTouch internally and externally, to provide access to our base product documentation, learning aides, best practices, and more. Previously, we operated on a system of internal and client PDFs as well as an internal, un-curated, wiki product. Upon request our customers were provided documentation through email or via a file sharing service. With the previous hodgepodge system, we had little to no control over who could publish documentation, where or how it was transmitted, how it was organized, and a non-efficient method of tracking documentation age and validity. We were ineffectively educating our clients and our staff.

MindTouch is being used for product documentation and Knowledge Base.

We use MindTouch to power our support site. It is primarily used for customer-facing support, troubleshooting, and knowledge articles. We also use it for internal articles. MindTouch allows us to quickly publish articles, restrict access, and get the content to the audiences who need it.

MindTouch is being used as a knowledge hub. We will have instructions on how to use our software for our clients. We have subject matter experts (trainers) that are responsible for creation of content. I am responsible for distribution and putting the content into MindTouch. The content will be used by employees and customers. MindTouch creates the ability for us to display our content in one ordered place.

MindTouch is used to house our customer-facing enterprise product documentation. As a software company, this documentation is aimed at several personas, including business analysts, data scientists, IT administrators, and developers. The documentation team which is part of the engineering organization is responsible for all content creation. IT assists in the administration of the site to ensure quality and security. The engineering organization is responsible for distribution, but we do work lightly with marketing and product management to deliver consistent messaging across all our public-facing sites. While customers are our intended audience, our primary and secondary audiences will include all internal employees such as sales engineering, sales, marketing, enterprise architects, trainers, and engineers -- the latter provide peer review feedback on the technical accuracy of the articles. MindTouch allows us to create a single site which can be used by internal and eternal customers alike. We can use the Groups features to allow broad access to "draft" documentation prior to public distribution. We are able to make real-time updates to the documentation. We are able to continue work on the documentation long after code freeze on our products. We are also able to use APIs to import developer documentation into MindTouch without copying and pasting. Overall, it's an efficient time-saver with a decent search engine -- two of our primary business needs when we purchased MindTouch.

One of the challenges Newmar deals with is documentation. Our products are comprised of so many components from different manufacturers that keeping up with their literature and documentation can be overwhelming -- not to mention our own documentation that we need to keep up with. Because of MindTouch, Newmar is able to cater to our customers' information needs like never before. We are now able to provide coach owners and service technicians with instant access to the information they need when they need it.

My department, Technical Publications, is responsible for adding and maintaining our MindTouch content. We make use of the aging, traffic, and content rating reports to keep up with what's most important to our users and help prioritize our focus for research, technical, and editorial reviews. The MindTouch framework makes it very easy to add to and update our functional and technical guides and articles as new/relevant information becomes available. Aside from the great web UI and framework of the product, MindTouch offers a very well-documented API that we use for programmatically adding users, adding and updating content, and maintaining permissions.

MindTouch has made such a profound impact on our ability to get relevant, up-to-date information in the hands of our users that we will soon be creating our coach owner's guides exclusively from our MindTouch site.

MindTouch is broken into three parts: Product Documentation, Support Knowledge Articles, and Internal BluB0X Process Documentation. I am responsible for the direction and high level architecture of MT. I have a direct report that is responsible for the technical details (CSS, Java Script, Deki script) and for developing templates to ease creation of new content. The two of us are responsible for new content and ensuring the reviewing of existing content is done. The readability and SME content review is assigned to other people, but we are responsible to make sure the reviews get done and for ensuring the content adheres to our content standards and style guide.

Except for internal process documents, all our content is all public, we are targeting two groups of people 1) Our direct customers AKA Integrators, 2) Their end-customers that will use our product as part of the Integrators solution.
The two key problems we want solved by MindTouch is to train our customers via on-line documentation and to deflect support calls via KCS Just in time solutions.

MindTouch allows our clients to seek information on, and updates of, our school-related software.

Mindtouch is the documentation authoring tool that is used for both Internal and Customer requirements. We use our doc portal for all our documentation needs. Our portal serves as the one stop shop to search across content, and provides the content visibility to our internal teams across different products.

The writers and the engineering are responsible for providing content relative to content type. The documentation team is responsible for distribution and administering audiences with permissions. Our content is consumed by the Customer audiences, Support, Training, and Product Dev.

Mindtouch helps resolve issues we have had in the past of using one portal to access all content across our products where you can use the Search feature as opposed to using Search across Guides/PDFs