What users are saying about
179 Ratings
179 Ratings
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Score 7.7 out of 101

Likelihood to Recommend

MindTouch

It's good at easily creating and housing all our documentation/articles.It has a simple and effective way for customers to contact support. With the 3 contact methods appearing on certain pages of the site. And a good support contact form that integrates with our Salesforce.The user community features look to be a good fit for us, but we've not implemented it yet because our engineering department still needs to prepare the single-sign-on for us.It's not as appropriate for housing all our video tutorials. Right now we can put each video on its own page and list them similar to articles. It would be better if we could easily move and navigate between videos without having to click into individual pages. It'd also be nice to have more linking/association between videos and articles of the same subject matter.It's not as appropriate for offering our live class schedule or registration. I'd like to see a GoToMeeting integration. Or even a good way to display classes on a calendar, with the ability to filter which classes display on the calendar.
Kristen Kiley profile photo

Pros

MindTouch

  • Authoring and editing articles is quick and easy.
  • Mindtouch has a really responsive and helpful support team.
  • You can customize the structure of your documentation on MT.
  • You can easily re-use content from one article in another, as well as pull in multiple articles to a path or sequence of documentation.
Lila Krutel Meyer profile photo

Cons

MindTouch

  • Localization/translation solution and workflow is cumbersome. At the moment we translate to one language, but can foresee complexities in change management if we needed to manage many locales.
  • Improved documentation on advanced topics, such as working with underlying css classes and understanding dependencies. Overall though, Mindtouch documentation has improved significantly over the years.
Carol Menzigian profile photo

Likelihood to Renew

MindTouch

MindTouch 8.8
Based on 18 answers
We've put lots and lots of content into the MindTouch system, of course, so that makes it harder to opt out, but we're also very pleased with their rate of development and weekly pushing of improvements, as well as their response and solutions to our questions and input All in all, a winning combination.
Olav Andreas Frenning profile photo

Usability

MindTouch

MindTouch 7.5
Based on 29 answers
The site is responsive across multiple devices and screens. It has a clear path to contact support. The articles are searchable. Site users do have trouble navigating the site and finding what they need. That may be due to the architecture of the site, but it'd be nice if MindTouch offered more solutions are this. Our content is organized by product line. And many of those product lines have overlapping training content, so we have extensive duplicate content.
Kristen Kiley profile photo

Performance

MindTouch

MindTouch 8.0
Based on 10 answers
It feels very responsive both in editor mode and when browsing and searching for content as an unauthenticated user of the site. Service windows are announced well ahead of time, so I have never experienced downtime to the extent that I have been unable to get work done.
Olav Andreas Frenning profile photo

Support

MindTouch

MindTouch 7.6
Based on 31 answers
We recently were assigned a new customer contact, and I think that the service has fallen off slightly since then. But generally, we are pretty impressed with MindTouch's responsiveness to our questions and requests. (We do have the Premium support level.)
Patty Ewy profile photo

Online Training

MindTouch

MindTouch 8.8
Based on 5 answers
Written documentation and videos are very good and have helped on numerous occasions when I've had to look up how to accomplish a certain task. The reason I have not given a full score is mainly because there have been some inaccuracies in the documentation because updates to the MindTouch framework have slightly changed the way things work. But this is usually the same type of challenges I face when making documentation for the software solution we develop. So all in all I'm very satisfied with both the personal webinars and the online documentation MindTouch provides for their service.
Olav Andreas Frenning profile photo

Implementation

MindTouch

MindTouch 7.7
Based on 10 answers
Just know that there is so much more involved than adding your content. There are so many pieces to launching your site -- especially if you are moving from another platform. If you are not a person who typically works in the "website" realm, do your homework, ask your web people, engineers, etc., because there's a lot to do that you won't know about until you are unexpectedly smacked in the face with it. Learn from my mistakes! We are very happy now, but it was a long road getting to launch day for us
Lisa Fontaine profile photo

Alternatives Considered

MindTouch

I will be brief. DealerTeam is built upon Salesforce and we try to support native apps. We used Desk.com first for basic Help Ticket management. The product did not satisfy how our customers were looking for information. We upgraded to Service Cloud with Knowledge Base and spent one year writing content and developing our support agency. Again, our customers were upset about submitting help tickets and waiting for answers. They wanted access to self-help while working with a customer. Today we continue to use Service Cloud with MindTouch integration and have found complete success. There is simply no other solution I know of that is a flexible and easy to use as MindTouch when it come to providing customer success and product support
Travis Sousa profile photo

Scalability

MindTouch

MindTouch 1.5
Based on 3 answers
We tried to migrate to MindTouch for 5 months and failed, remained with Zendesk
Ziv Peled profile photo

Return on Investment

MindTouch

  • It has helped us succeed in a self-service model, which has helped us stem churn.
  • It has helped us consolidate our internal and external support content, which saves our teams time trying to find the answers they need.
  • It has allowed us to host client-facing technical documentation off our servers, so updates to this documentation don't require us to spend dev resources on updating it and are not tied to our release schedule.
Harry Kaplowitz profile photo

Pricing Details

MindTouch

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$0*

* included with license

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