Recently, I had the opportunity to sit down with Robert Scoble (@scobleizer) and discuss how MindTouch is powering next generation product support, user manuals and documentation communities. I took him through how MindTouch has evolved from a general purpose platform for collaboration to becoming a killer strategic documentation application. It’s been a very organic process since the switch over is really the same use case – applied to two different things. One is internal around enterprise systems; the other one is external and involves social media sites. But they’re both delivering collaboration and social capabilities in a web-based environment that’s connecting systems together.

MindTouch is powering some of the Internet’s leading user assistance communities, user manuals, support and customer service portals and documentation sites. Companies like Intuit, Microsoft, Intel, Autodesk and Mozilla all have launched documentation communities which vastly increase lead gen and revenue all while decreasing customer service and support costs.

As Scoble pointed out, “The world of enterprise software and services has changed radically over the last few years. Aaron Fulkerson has seen it all, and his company MindTouch is changing how people work together at big companies.”

Editor’s note: In the video at the bottom of the post, Aaron explains to Scoble why documentation, customer service and support communities are so invaluable to companies. For those of you that don’t have the time to watch the entire video, we’ve noted some highlights below.

Watch the YouTube Video Now:
http://www.youtube.com/watch?v=ko2sRk_N … r_embedded

@04:34 Aaron talks about how MindTouch customers have created communities around documentation. He also explains how their MindTouch-powered documentation communities help to drive top-line revenue, increase lead generation and lower their support costs.

@06:00 Aaron talks about how MindTouch increases lead generation.

@09:15 Aaron talks about how the Autodesk community (a MindTouch powered site) has completely revolutionized how product support, user manuals and communities are going to be built going forward. http://wikihelp.autodesk.com/enu

@09:55 Aaron explains the great multilingual capabilities of MindTouch. Depending on language preferences in your browser, the entire chrome of the MindTouch application is updated. This means display of your language preferences is maintained through all site functions, from browsing, to search results, and the buttons you see while contributing articles.

@12:50 Aaron explains and shows curation analytics.

@18:20 Aaron invites you to download the free trial at www.MindTouch.com (and be up and running in minutes!) http://www.mindtouch.com/downloads

Last edited by cjtannu (2010-12-03 00:36:07)