SEO-friendly CMS for creating robust Support/KB websites
February 22, 2018
SEO-friendly CMS for creating robust Support/KB websites
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with 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.
- 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.