SEO-friendly CMS for creating robust Support/KB websites
February 22, 2018

SEO-friendly CMS for creating robust Support/KB websites

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with MindTouch

For 90% of your core tasks, Mindtouch works great.
They are very responsive and knowledgeable.
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.
  • Intuitive WYSIWYG editor makes content creation quick and agile.
  • Created content is SEO-friendly.
  • Granular page, user, and group permission options make it easy to control how content is shared.
  • Link validation tracker. I want to be notified when a link is broken or be able to run a site-wide report on-demand.
  • Content Reuse tracker. I need to know where content or images are being used/re-used.
  • Global search and replace
  • Drag and drop, file/folder hierarchy
  • Poor quality of image resizing. Results in blurry screenshots.
  • Ability to change date range of popular page analytics. Right now, the oldest pages are the most popular pages.
  • We've been able to leverage our support site (support.procore.com) to more efficiently onboard new clients by providing role-based learning paths, interactive workflow diagrams, and task-based tutorials. It's also our primary, single-source of truth for all things Procore for both our internal Customer Success and Support teams as well as our end users.
  • Using our web-based ticket deflection form, we prevent roughly 100 support tickets from being created every month. Countless others are deflected on a daily basis although it's difficult to track.
  • As a result of having SEO optimized content, our Support site (support.procore.com) had over 30 Google Featured Snippets, which is a step above being the #1 organic search result. Our content is featured as the #1 search result for many more common keywords and phrases in the construction industry.
Yes - Originally, we were using UserVoice's KB/CMS tool. But, it was essentially an FAQ database where you could only categorize KB articles by a single tag/category. That tool would have sufficed if we had less than 100 KB articles. Today, we have over 2k KB articles with multiple layers and subdirectories that allow us to create a more exhaustive and browse-friendly collection of tutorials, FAQs, reference guides, release notes, and more.
The WYSIWYG editor is very easy to use and gives you the core tools that you need to format text, create tables, lists, etc. With MindTouch, you can create content quickly. It also supports advanced CMS features such as content reuse, revision comparison, custom CSS and Javascript. Their more recent platform supports the ability to create drafts that you can prepare in advance of a product release so that you can publish content when new features are made available in your production environment. I do wish they had a better way of sorting drafts by Author, scheduled publish dates, and telling you exactly where an image is being served or content is being reused. I also wish it was smart enough to update link text to match page titles. Another downside is that their default URL naming conventions use mixed case instead of dashes and all lower-case letters, which is more SEO-friendly and easier to read.
If a company doesn't want to make their knowledge base public-facing, you lose a lot of the value of using MindTouch in a closed environment. MindTouch is not ideal for extremely structured content management scenarios that are strong DITA advocates. Companies that require localization might not be good fits either.