Security Improvement for All Site Visitors

  • In order to reduce risk of generic passwords, creating new passwords will not allow the term “password” in the password.
  • The anonymous user, which is the user that all unauthenticated site visitors browse a MindTouch site as, could accidentally be added to a security group via the Control Panel by a Site Administrator or a SAML SSO misconfiguration. This would have allowed all site visitors to access the private content permissioned to be viewed by the security group.

Bug Fixes for All Site Visitors

Bug Fixes for Site Administrators

  • The Page Editor configuration preview in the Control Panel would not load, and appeared to be stuck in an endless “loading” mode.
  • In the Control Panel’s File Restore section, an extremely long page title would not wrap broke the layout of the view.

Bug Fixes for Content Managers and Site Authors

  • (Internet Explorer 8 Only) Site History did not display events by date from newest to oldest.
  • The Semi-Private page restriction, which is used to hide page links in navigation menus and search results from unpermissioned users, was allowing web crawlers to potentially index hidden pages. Semi-Private pages are not designed to be secure, but rather not discoverable (if a user has a link to the page URL in an email, for example, they can see the page). No Private page data was exposed, but search engines such as Google could have indexed Semi-Private pages.
  • Page deletions did not appear in the Site History and User Contributions views.
  • Dragging and dropping an image into the blank area around the Page Editor’s editable content area would not upload the image.
  • Page article type drop down selection list would appear behind the “Add Comment” button below the drop down, instead of overlapping it.
  • Block quotes would appear behind a page’s table of contents menu.
  • When creating a new link on a User Guide page, if the page title was extremely long, the text would wrap and cover up the button to save the link. This made saving the link impossible, as the button was not clickable.
  • When editing a page, if a table had multiple cells, you could not highlight the text in multiple cells and delete them all.

New MindTouch Documentation

New MindTouch Training Video

New Feature for Site Visitors: Improved German User Interface Localization

New Feature for Authors and Content Managers: Page Classification Manager General Release (Out of BETA)

  • The Page Classification Manager is now ready for General Release, and available to all Authors and Content Managers. The Page Classification Manager is a utility for batch applying classification changes such as page article type or page stage status in a page hierarchy. The Page Classification Manager can be found in the Site Tools menu. You can learn the finer points of managing page classifications by reading this article on MindTouch Success.

Announcing Upcoming Performance Optimization: Page Caching for Anonymous Site Visitors

  • In the upcoming weeks we’ll be deploying a series of performance enhancements to increase page loading speed for your site’s anonymous visitors. Since these enhancements employ the use of content caches in the MindTouch infrastructure, some modifications to pages won’t be visible to anonymous visitors immediately. Moving, deleting, restricting, and granting permission to pages take effect immediately, where as changing content in the page will take longer as the content is cached for anonymous visitors. As we get closer to rolling out these changes, we’ll explain more of the behavior changes in detail.

Bug Fixes for Authors

  • When viewing page revisions and page content differences, the revision dates and times were not in the timezone preferred by the author. MindTouch users can select their preferred timezones by following these instructions on MindTouch Success.

New MindTouch Documentation


It takes far too much effort to wait around for a support agent to come to the rescue. This is why many customers turn to self-service.

The web is full of information. Some useful, others not. Customers choose to brave these wilds to hunt down what they need. The journey is far from ideal, yet 71% still prefer to self-serve. It is clear that customers want to be their own hero. Businesses exist to arm their customers with the skills to succeed against all odds. If done right, this is how you build an army of brand-loyal evangelists.

Businesses need to ensure that their self-help centers meet the needs of their customers. To do achieve this, businesses need to: 

  1. Make it simple to find and absorb knowledge. Customers should not have to rummage through multiple pages in a help center to discover what they need. Documentation should be easily surfaced, optimized for SEO, and targeted to resolve goals (which often involve multi-step problems) versus immediate, break-fix questions.
  2. Make it possible to trust in the accuracy of what you find. Documentation should be up-to-date, accurate, and clearly written. The customer should be able to easily resolve their problems just by reading the documentation. If they cannot, the content would need to go through a couple of revisions.
  3. Enable customer contribution and collaboration. Customers become more invested in brands that “listen” to their needs. It is important to give your customers a voice. There are many subject matter experts that exist both within and outside of your organization. Tap into this knowledge source and leverage their experiences to make your help center self-improving.

Simple right? Unfortunately not. Sometimes the easiest expectations are the hardest to meet. There are many ways to get from point A to point B, and often, businesses make mistakes, lose sight of their customers’ expectations, and start focusing on the wrong things. This is why all stakeholders in a business, whether they’re customer-facing or not, need to be able to quickly get customer insights and analyze customer behavior.

Businesses can create “stickier” help centers by understanding the context of a customer’s past interactions with different knowledge content. This will allow them to provide consistent, personalized service in every channel so that they can deliver a seamless customer journey.

Bottom Line: Help your customers be their own hero. Create opportunities for your customers to succeed through self service. And in time, you’ll win their undying dedication and loyalty.


When our customers speak, we make it a priority to listen. At MindTouch, customer feedback is never a burden, but rather a source for product inspiration.

Just last month, we built out and released a set of table editing features that was inspired by customer feedback. Our customers had suggestions – we listened, worked out solutions, and implemented them. Now, these advancements are delivering a lot of value to all of our customers and their subsequent users (product managers, techcomm editors, marketers, subject matter contributors, designers, etc).

In particular, the table editing features help by:

  • delivering a smoother, more consistent UI and UX which decreases the learning curve for new authors. This adds a lot of value as businesses will not need to invest as much funds into training,
  • increasing productivity, as authors can create and release high quality, technical documentation faster.
  • reducing customer effort so that authors, be they internal or external to your company, will not have to figure out workarounds and deal with bugs.

If you haven’t had a chance to test out the new table editing features, you should give it a try as these advancements will drastically improve your editing experience.

Merge CellsMerged_Cells

Before the upgrade, when you wanted to merge cells, you had to do the following:

  • Right click on a cell
  • Select Cell in the right click menu
  • Click merge left/right/up/down

Problem is, this only worked for the cell that you clicked in. With this new enhancement, you can select multiple cells at once, simply right click, and select “Merge Selected Cells”. This reduces the effort exerted and the number of steps needed to merge multiple cells together.

Vertical Align

We’ve made it easier to vertically align content within a cell. When you right click on a cell, you can select Vertical Align and then choose top, middle, or bottom. Previously, this feature was hidden within the cell properties window which required numerous clicks to access.

Table Handlers

InsertColumnTo make it easy to quickly add and remove rows and columns, we’ve created table handlers at the top of the columns and to the left of the row.

This lets you quickly expand and contract your table with ease. To access this, all you need to do is click on a cell and the table handlers will appear. You can also manually select the table handle option by right clicking and selecting from the drop down menu. The later option is best when you’re working within a long and wide table (it’ll save you a lot of time as you won’t need to scroll back and forth to add/delete a row or column).

Cell Selecting and Coloring

Previously when you tried to select a group of cells, it would highlight the whole row as opposed to a specific set of cells. Now you can simply highlight multiple cells at once by selecting and dragging your mouse over the cells that you want to select. After you have selected the cells, you can change the background color by selecting the background color icon in the editor.


As always, we appreciate all the feedback that you’ve provided and strive to make MindTouch an easy to use but powerful customer success tool. For more information about these enhancements, please read the documentation in our Success Center.


Customers should never need to complain to a support agent. They should be able to directly self-serve and achieve their goals.

Insight into customer behavior can help businesses deliver such high quality self-service. The new MindTouch feature for Customer Insights helps businesses pin-point the needs, goals, and pain-points of their customers. This insight can decrease customer effort, increase NPS scores, and serve as a driver for customer success.

UserViewedWhat is User View and Search Activity?

The Customer Insights provides very granular reports on individual users who visit a help center that’s powered by MindTouch. This feature can be used internally, within your MindTouch powered help center (for site administrators), or externally, by dynamically integrating into Salesforce Service Cloud (for customer-facing agents).

You, as a business, can overview a users’  page and search activity to determine which help articles were viewed, how long each article was viewed, and the number of times an article was viewed.

This Customer Insights functionality also lets you see what search queries were submitted and how many times a particular query was searched. You’ll also see an overview of the activity history and timeline of any user who enters the help center.

3 Reasons Why You Should Care About Customer Insights


  1. As a support agent, you’ll never share an article that your customers have already poked at or read. Clearly understand what your customers’ problems are and even resolve potential downstream issues.
  2. As a customer success manager, you’ll be able to look at individual customers’ behaviors to get an idea of their psychology.
  3. As a knowledge or documentation manager, you’ll be able to use the Customer Insights feature in conjunction with MindTouch knowledge analytics to get a deep understanding of what docs are working and which ones need improvement.

How Does It Work

The Customer Insights functionality is extremely intuitive. To start, you need to make sure that you have site admin level permission to access the page. Then, simply go to your control panel, access your user management tool, select the user section on the left sidebar, then pick your user! It’s so simple that you’ll be able to quickly pull real-time information about your customers.

To get more details on how this feature works, please check out this article in the MindTouch Customer Success Center.


With approximately 63% of MindTouch customers actively using Salesforce Service Cloud, we are highly invested in making sure that our customers have the best Salesforce resources at their fingertips. This is why we have created a Top 50 list of Salesforce Influencers to identify, chart, and highlight the accomplishments of thought leaders in this space.

Whether you’re a B2B or B2C business, you would benefit greatly should you choose to connect and follow these Salesforce thought leaders. MindTouch has been researching and publishing these reports to the customer success community since 2009 by using data generated from Little Bird to amplify customer success, create new relationships, and spark discussions.

If you’ve never heard of us before, here’s a quick run down – MindTouch is an omni-channel, customer success solution that powers the online self-service, help centers of top tier companies like: MakerBot, Paypal, Accenture, Intuit, Zuora, and more. We integrate seamlessly into most CRMs, including Salesforce, and are industry partners with Zendesk, Salesforce, SAP, and Amazon.

08f374d53d9b3155c92f057a260f5554_400x400Before jumping into the list, we would like to give a shout out to two Salesforce visionaries – Alex Bard and Gary Benitt (founders of Assistly which was later acquired by Salesforce and rebranded as

Bard (current SVP & GM Salesforce Service Cloud & and Benitt (current COO at & VP of Operations at Salesforce) are both instrumental in driving the customer service strategy at Salesforce Service Cloud. Make sure to follow these leaders at @alexbard and @garybenitt

Don’t forget to reach out to us directly @MindTouch!

Top 10 Salesforce Service Cloud Influencers

  • @Benioff – Marc Benioff
  • @MikeGerholdt – Mike Gerholdt
  • @CRMFYI – Jeff Grosse
  • @petercoffee – Peter Coffee
  • @dandarcy – Dan Darcy
  • @michaelforce – Michael Farrington
  • @sfdc_nerd – Becka Dente
  • @SFDCMatt – Matthew Lamb
  • @GeraldineGray – Geraldine Gray
  • @ReidCarlberg – Reid Carlberg

Top 20 Salesforce Service Cloud Influencers

  • @dcarroll – Dave Carroll
  • @parkerharris – Parker Harris
  • @dschach – David Schach
  • @mattybme – Matt Brown
  • @TooSaaSy – Salesforce SaaSy
  • @hammnick – Nick Hamm
  • @SFDCFoundation – SalesforceFoundation
  • @DarthGarry – Garry Polmateer
  • @jeffdonthemic – Jeff Douglas
  • @GeorgeHuSF – George Hu

Top 30 Salesforce Service Cloud Influencers

  • @forceDotMom – Brandy Colmer
  • @metadaddy – Patt Patterson
  • @amber9904 – Amber Boaz
  • @KevinSwiggum – Kevin Swiggum
  • @adamse – Adam Seligman
  • @apexsutherland – Alex Sutherland
  • @marcusnelson – Marcus Nelson
  • @joshbirk – Josh Birk
  • @charlieisaacs – Charlie Isaacs
  • @quintonwall – quintonwall

Top 40 Salesforce Service Cloud Influencers

  • @singhns – Narinder Singh
  • @aognenoff – Andy Ognenoff
  • @jaredemiller – Jared Miller
  • @kswensrud – Kraig Swensrud
  • @justagirlygeek – Maria S Belli
  • @jhoskins – Joshua Hoskins
  • @bob_buzzard – Keir Bowden
  • @TehNrd – Jason Venable
  • @nikpanter – Nik Panter
  • @forceguru – Ankit Arora

Top 50 Salesforce Service Cloud Influencers

  • @jpseabury – JP Seabury
  • @crmdr – Rhonda Ross
  • @dlog – Mike Leach
  • @dhoechst – Daniel Hoechst
  • @rathergeeky – Jenna Weiner
  • @JustEdelstein – Justin Edelstein
  • @GordonEvans – Gordon Evans
  • @andrew_sf – Andrew Hill
  • @imperialstout – Brad Gross
  • @eliz_beth – Elizabeth Davidson

Are you on our influencer list? Congratulations, here’s your badge! You’ve earned it for your work in pushing the edges of your field. You’re an innovator who’s elevating and promoting your field. Thank you. Grab the code below and display your badge with pride. You’re in excellent company.

You can use this snippet to add your badge to your website or blog:

<a href="" title="MindTouch Top 50 Most Active Salesforce Bloggers and Influencers"><img src="" alt="Most Active Salesforce Bloggers and Influencers" border="0" ></a>

If you are interested in guest blogging, please make sure to reach out to us directly @MindTouch with the hashtag #guestblogger and we’d be glad to connect.


“The learning curve for DITA is steep. MindTouch, on the other hand, is so intuitive that we were productive from day one.”
- Chantel Brathwaite, Senior Technical Writer at Pentaho

Pentaho, as an open-source provider of reporting, analysis, dashboard, data mining, and workflow capabilities, needed a way to increase collaboration with internal and eternal subject matter experts, create a more responsive publishing system, and unify the documentation into one single source. This is where MindTouch comes in.

Customer Success is the driver of all things that we do at MindTouch. As an omni-channel, self-service solution, we provide businesses with the tools to enhance their customers’ and agents’ online service to drive success. This results in a higher ROI as businesses create a more effortless customer journey, empower agents with valuable insight into customer behavior, improve the ease of collaboration, and enable high-quality documentation to be created more quickly and accurately.

pentaho1“[Before MindTouch], builds were a lengthy process, would sometimes fail for a variety of bizarre reasons, and troubleshooting each fiasco would bog down the entire documentation process.”
-Sandra Wagner, Senior Technical Writer at Pentaho

The MindTouch platform is easy to brand, has an intuitive interface, and adds value right out of the gate. No third party consultants or implementation teams are needed; MindTouch is ready to use right out of the box.

To learn more about MindTouch, please check out our Customer Success Center for more info.


“Customer Success” is the new buzz word on the block and everyone is using it. But, few businesses have managed to infect their entire organization – from the upper echelons of management all the way down to the newest interns – with this passion.

Many are still using customer success as a marketing gimmick. Instead of taking this shortcut, you – as a business – should make the choice to do it right and let the customer success mentality take root in your organization. This will help you reinforce customer loyalty, build brand advocates, and increase revenue. It’s a win-win situation, if you are willing to take the first step.

Based on a study conducted by the Global Customer Experience Peer Research Panel Online Survey, Forrester Research created the following graphs to showcase how well companies are adhering to the following Customer Success Management (CSM) and (CEM) practices.

Use these questions from Forrester as a baseline to help you see where you stand against competitors, determine what you may be doing wrong, and create a solid strategy on how to improve.

image1 image2


Introducing omni-channel Customer Insights and real-time customer value reporting – leading indicators of improved Customer Effort and Net Promoter Scores

San Diego, July 2, 2014 – MindTouch, the company that is transforming how all businesses drive customer success, today announced new product features and a licensing model focused on value delivery that is set to become the Software-as-a-Service standard in coming years.

Software-as-a-Service (SaaS), or cloud software, has been a revolutionary innovation that has transformed how businesses interact with customers from development, to procurement, and through deployment. This industry shift towards buying Software-as-a-Service (SaaS) rather than the traditional license plus maintenance model has created a different buyer/seller dynamic. The SaaS provider now has to continually earn the right to be paid or risk unacceptable levels of churn.

Customer churn has forced businesses to reevaluate the necessity of delivering value to their customers. This has led to a proliferation of software and strategies in the Customer Success space. MindTouch, a customer success software vendor, has taken SaaS licensing to a new level: value-based licensing, which includes real-time reporting of HelpRequests. A HelpRequest is a unique unit of value served to a MindTouch buyer segmented by the channel received. The HelpRequest is an empirical measurement of value, but also removes any guess work about the customers’ preferred channels. By being able to identify where a customer is deriving the most value from a product, businesses can improve their customer engagement strategies and increase their Net Promoter Score (NPS).

“The most successful businesses are focused on building valuable customer relationships. MindTouch understands both the importance of the subscription economy and how customer relationships evolve over time,” said Tien Tzuo, Founder and CEO of Zuora and the visionary responsible for defining the Subscription Economy. “As a MindTouch customer, we know that we have a partner that is fanatical about our success with their products. This new licensing model literally puts their money–license revenue–where their mouth is.”

In addition to HelpRequests, MindTouch will be introducing yet another new category of reporting to their product: Customer Insights. Now, MindTouch users can gain more insight into unique customer behavior by analyzing data that’s captured when customers interact with the product and access customer success content across all channels of customer engagement. Over the last year of beta testing Customer Insights, users were able to improve customer support and reduce churn by reducing Customer Effort and improving their Net Promoter Scores (NPS).

HelpRequests_by_Channel“This kind of transparent value-based software licensing will become the norm for SaaS vendors,” said Aaron Fulkerson, Founder & CEO of MindTouch. “Moreover, customer success is going mainstream and MindTouch is offering the most complete stack by being the only vendor using the authoring, serving and consumption of product knowledge to capture customer behaviors and drive Customer Insights from all engagement channels.”

Effective immediately, all MindTouch 4 customers have access to these new reporting tools.

About MindTouch

MindTouch, Inc is a provider of cloud based customer success software. MindTouch is transforming how all businesses drive customer success by empowering them to author, capture and serve knowledge to their customers in new ways and by creating insight from customers’ behavior.  MindTouch creates shorter sales cycles, increases organic site traffic, and turns new users into experts and brand advocates.

MindTouch is used by millions of people every day. Industry leaders like Intuit, Remington, Salesforce, Verizon, SAP, Zuora, MakerBot and RSA Security rely on MindTouch to support their customers’ success. Read more about MindTouch here:


1. MindTouch: Can you tell us a bit about Code42? What industry are you in and what does your company do?

Code42: Code42, a Minneapolis-based software company, is the industry leader in endpoint data protection and management. It controls the largest private cloud in the world to securely back up millions of consumer devices. The company’s award-winning products are also the gold standard for the enterprise, trusted by the most recognized brands in business and education including the world’s largest technology companies and most prestigious universities.

2. MindTouch: How long has Code42 been been a MindTouch customer?

Code42: We’ve been a customer since June of 2013. Our MindTouch-supported site launched on October 1, 2013, coinciding with the launch of SharePlan, an enterprise file sync and share solution that complements our CrashPlan offering.

3. MindTouch: How important is customer success to your organization? Can you share what some of your customers have been saying about you?

Code42: Our customers trust Code42 to protect and manage the valuable information on their laptops, desktops and mobile devices. End users want an experience that is easy, elegant and everywhere—like other apps they know and love. And system administrators and corporate technology leaders want a data management solution that enables oversight and data management of thousands of devices—without adding enormous cost or headcount. If we lose their trust anywhere along the way we risk losing their business.

The way we interact with our customers is critically important to maintaining their trust and growing our brand. A lot of companies say that, but it is something we truly believe and demonstrate via customer support. Code42_home_imageWhat our customers say about us makes evident our customer first philosophy; we are also recognized in the industry as a leader in customer service. Our Customer Champions support customers via email, chat and phone and they do it with zest, compassion and commitment until the customer is not only satisfied, but “evangelized.” Every new employee at Code42 shadows three Customer Champions before landing in his or her department to help them model the “customer first” principle in their own work.

4. MindTouch: What challenges did your organization face before MindTouch?

Code42: We originally segmented product-support content by market—consumer, business and enterprise—and published respective content on three discrete wiki-based sites.

Our sites were tied to version control systems, which offered some benefits, but meant that content producers had to understand the version control system before they could publish articles or content changes. Inevitably, this created a bottleneck.

Additionally, presenting content by market precluded the most tech savvy consumer from taking advantage of detailed technical information geared toward the enterprise IT admin, and the enterprise IT admin from taking advantage of the friendly, end-user focused content about the CrashPlan client application.

5. MindTouch: What business objectives did you achieve with a customer success solution like MindTouch?

Code42: The overarching goal was to provide our customers with a single, authoritative source of product information.

a) Improve the Customer Experience by creating consistent, quality documentation that’s easy to find  

All of our software products leverage a common technology platform for securing, moving, and storing data. We wanted one place to provide robust documentation where our customers could learn about the products and platform—or simply find answers to questions.code42_organize

Navigation and user search are critical. Especially in the world of software, both consumers and IT admins expect information to be easily searchable and at their fingertips. If it takes more than a few clicks to find the right answer, they experience frustration and worse—lose faith in our brand.

Because our documentation might be a person’s first experience with Code42, we wanted the ability to create a consistent brand experience in look, feel and nomenclature. MindTouch provided a fair amount of design flexibility to incorporate the Code42 brand.

We also needed to serve a small but vocal group of customers who prefer to view product information in a book-like, offline format. Often, these people prefer to print or save a product manual PDF to read while offline, for example on a plane, in a data center, or other places where Internet access may not be available.

b) Reduce documentation overhead and scale for the future

Reduce the level of skill required to update and release content.

In terms of content management, we wanted to reduce the level of skill required to update and release content. Speed-to-publication is important, particularly following product releases.  MindTouch supports faster updates and content releases because content providers don’t need to “code.” We can release or fine tune content instantly, without having to wait for a specific window of opportunity to push changes live.

We’ve dabbled in crowd sourcing content internally in the past, so we looked for a solution that kept crowd sourcing options open to us. The simple authoring interface and access controls in MindTouch enable contributors from other teams to contribute throughout the workflow.

While we haven’t yet done a lot of internal crowd sourcing since moving to MindTouch, we have been able to onboard four new writers, an intern, and a Customer Champion (who is doing a full-time stint as a writer) extremely quickly. With MindTouch in place, most of our training time is spent in teaching style guidelines and Code42 processes, rather than on how to use the publishing tool.  As a result, our Customer Champion and intern were able to write and release content with MindTouch within a day or two of joining our team; overall, our team is able to focus on continually creating and releasing great content for our customers.

c) Reduce reliance on IT, cloud and web development teams in managing the underlying infrastructure supporting our documentation

Our previous self-hosted wiki solution required too much support from the web development, IT and cloud teams to manage and maintain. There were code42_image_doc.significant opportunity costs and task-switching costs each time we involved these teams.

MindTouch is a cloud-based solution, so MindTouch takes care of almost all of the platform maintenance. The only thing our cloud team has had to do since initial configuration was replace our SSL certificate in response to the Heartbleed OpenSSL bug. IT is out of the picture now and can focus on supporting our internal users. And while our web team is continually making small improvements to the site design, they’re able to do so much more quickly and easily than they could in the past.

d) Ability to extend and integrate the documentation platform without compromising functionality or scalability

Even though we do our best to anticipate future needs and trends, there is always going to be some level of uncertainty. We wanted a solution for the long haul that offered some degree of flexibility and integration options. MindTouch utilizes open standards as much as possible, which means that our web developers don’t need specialized skills to work with the solution. They’re already fluent in HTML, CSS, JavaScript, and RESTful APIs and can leverage those fluencies to extend and customize the platform, as needed.

e) Metrics

Code42 is keen on making data-driven decisions, which goes hand-in-hand with our “Best idea wins” philosophy. With our old solution, we had no ability to measure behavior or utility of our content. Google Analytics had been configured, but we ran into a technical issue that we never took the time to fully resolve; after that, we had no reporting. We researched what it would take to augment the old system with a user-rating feature, but determined that it wasn’t worth the effort to build or maintain. This was one of many reasons we decided to abandon the old wiki system.

Out of the box, MindTouch provides simple Google Analytics integration, and reporting on article rating, content aging, and search. We use the data from Google Analytics and the built-in reports to improve keyword search of articles and prioritize improvements to existing content.

6. MindTouch: Why pick MindTouch? Out of all the vendors that you looked at, what made you ultimately decide to use MindTouch? (Key differentiators)

Code42: Ease of use both for authoring and online publishing was one of the primary reasons we selected MindTouch. We wanted a tool that allowed us to keep the focus on attracting great technical communicators, without requiring a strong background in tech comm-specific tools. We wanted the team to focus on writing clear, audience-appropriate content that solves real-world problems, and then get that content out to our customers quickly.

Many of the technical writing tools available today aren’t built to accommodate the way people who grew up with the Internet consume information. The tools continue to focus on book-like output backed by XML-based authoring (e.g. DITA or DocBook). While there are benefits to authoring in XML, and there will always be an audience for book-like content, authoring in XML includes a steep learning curve. We didn’t want to incur the significant overhead required to write, publish and update content in XML.Editor.Basic

Using MindTouch’s simple interface, we can identify a content need and publish within seconds. Additionally, because MindTouch does not require specialized knowledge, we are able to utilize content contributors outside of the Documentation team. There are a number of easy to use authoring tools available, but many are designed for internal collaboration. MindTouch is focused on collaborative authoring for software documentation and provided the right set of tech comm-specific tools for our use case. And if authoring in XML does make sense for us some day, we can still use MindTouch as our documentation front-end and add XML authoring tools to our process.

From a web development perspective, MindTouch fully leverages standard web technologies, including a full, RESTful API. We were able to design and implement our custom branding in about 4 weeks, with a single senior web developer.

During our vendor evaluation, we focused on cloud-based solutions with the goal of significantly minimizing the maintenance burden on our Cloud and IT teams. All of our help information has always been available to the public, so there was no reason we had to keep our documentation hosted in-house. We didn’t find any other cloud-based solutions that provided the ease of use and flexibility of MindTouch, while also focusing 100% on our exact use case – documenting software products.

Another reason we chose MindTouch was its flexibility in authentication options. We’re currently using the built-in authentication; however, when the time comes for us to move to some form of single sign-on, we are confident that MindTouch will be able to integrate with our chosen system.

7. MindTouch: Describe the Code42 customer service experience compared to that provided by other companies in the industry.

Code42: A lot of companies view customer support as a resource drain or cost center. In that scenario, documentation is perceived as a way to reduce support costs by deflecting help desk tickets. We’re doing a few things differently at Code42. The first is that we think of customer support as a powerful form of marketing. Treating people right, taking the time to listen to their issues and helping them find resolution, quickly, goes a long way toward creating product evangelists. We are proud to host most of our Customer Champion team right here in Minneapolis; as we expand to Australia and the UK, we’re building out teams to support customers in those regions with local talent.

As of about early 2013, we have decided as a company to make significant investments in our documentation, which has always been 100% publicly accessible. Our goal as a company is to lead, not just with our technology, and not just with our customer support, but with our documentation, as well. While documentation can contribute to significant support cost savings, having great documentation, much like having a great product or great customer support, is an opportunity to create an exceptional experience for customers. It starts with building and releasing high-quality products that solve real problems for real people, but the trifecta is when you also provide accessible and easy to understand self-service answers, and back it up with compassionate and technically savvy people who help when self-service isn’t sufficient. That’s how you create evangelists.