Likelihood to Recommend 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.
Read full review If your business relies heavily on content creation, and particularly on blog posts, then WordPress is really the best option you have. But if you don't have a blog, you only need static pages, or you want to build an eCommerce site, then you might want to explore other alternatives.
Read full review Pros MindTouch helps to easily organize our help articles to ensure that our end user is receiving the proper information. The MindTouch platform is extremely easy to navigate which reduces the turnaround time for our team to publish new material. The editor tools supplied through MindTouch make styling our documentation a breeze. The contextual help tool allows our customers to consume documentation based on the page they are viewing in our platform. Read full review WordPress is incredibly easy to set up and get running with little to no technical knowledge. Most web hosts will do it for you, since it's so easy. With thousands of themes available for free and for low cost, WordPress can accommodate any design you can imagine. The community behind WordPress is generous, and there are loads of educational opportunities both online and in person to learn and connect with other users. Read full review Cons When we do have a support issue, we frequently need to go through multiple people, contacts, ways of explaining things, etc,. before someone on their end actually understands our problem. It's rare that the first person we talk to understands the big picture or appreciates our use case. The draft functionality is a promising start but lacks some key features that cause us regular frustration. For example, you can only create one draft of a page at a time. This is fine if changes come to you in perfect sequential order, but it makes it impossible for us to update a live page while a draft exists. More specifically, if we're working on updating content on a page for a new feature being released next month, but then we notice a typo today, we can't fix the typo in production without first deleting the draft or doing some hacky workaround of temporarily copying/pasting the source HTML of the draft page and saving it someplace else. Existence of, or integration with, true source control would be a huge win, but it's something currently lacking in the product. MindTouch's content reuse feature is helpful in the right situations, but it's not robust enough to scale well for lots of content. Version history of page changes is not 100% reliable. Sometimes items don't show up at all or there is a delay before the diff is visible. Also, creating a draft does not register at all in the page version history. In-site search is poor, unless you know the *exact* title of what you're looking for. We tell our customers to use Google, not the MindTouch search. Google is excellent at searching our MindTouch site. Read full review WordPress breaks often so you need to have someone who understands how to troubleshoot, which can take time and money. Some plugins are easier to customize than others, for example, some don't require any coding knowledge while others do. This can limit your project if you are not a coder. WordPress can be easily hacked, so you also need someone who can ensure your sites are secure. Read full review Likelihood to Renew 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.
Read full review My rating is based on the knowledge I have of the community that WordPress has had built around it for years now. It's as solid as it comes when you talk about community involvement and expansion. There's no other CMS out there that can match-up with it, hands down.
Read full review Usability 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.
Read full review It's a sophisticated but easy to use piece of software. Many of the content addition pieces are familiar from other pieces of software so there isn't a huge learning curve. And for new areas, there is a lot of info on WordPress.org as well as other WordPress help sites.
Read full review Reliability and Availability Anyone can visit WordPress.org and download a fully functional copy of WordPress free of charge. Additionally, WordPress is offered to users as open-source software, which means that anyone can customize the code to create new applications and make these available to other WordPress users.
Read full review Performance MindTouch is a hosted site, so as a heavy user there are times when I notice that pages are slow to load, or something happens like Amazon Web Services crashing the entire east coast for a few hours, that you do notice even if it isn't actually the fault of the MT tool itself. It's the risk of using a hosted tool, but the benefits are pretty amazing and outweigh these performance issues.
Read full review Mostly, any performance issues have to do with using too many plugins and these can sometimes slow down the overall performance of your site. It is very tempting to start adding lots of plugins to your WordPress site, however, as there are thousands of great plugins to choose from and so many of them help you do amazing things on your site. If you begin to notice performance issues with your WordPress site (e.g. pages being slow to load), there are ways to optimize the performance of your site, but this requires learning the process. WordPress users can learn how to optimize their WordPress sites by downloading the WPTrainMe WordPress training plugin (WPTrainMe.com) and going through the detailed step-by-step WordPress optimization tutorials.
Read full review Support Rating It's good. Pretty solid. We got a lot of input to get up and running, but did a lot of the setup and customization work ourselves, because of our high standards. We've gotten good response and results on specific projects related to customization and our CSM is also pretty responsive. Overall, I think that the jobs of CSMs and support folks would be easier if the product weren't wonky in some ways. They seem to have to do more "workarounds" for basic functionality that should just work out of the box
Read full review WordPress itself only has community service so your experience will depend on where you turn. Online, through forums and community boards, support is rudimentary but effective. You can easily turn to your local community and find exceptional individuals who know and use WordPress regularly for more advanced, inexpensive, support. I'm rating this less than 10 because of the lack of any formal support provided by a company.
Read full review In-Person Training Varies by the person providing training. High marks as it's incredibly easy to find experienced individuals in your community to provide training on any aspect of WordPress from content marketing, SEO, plugin development, theme design, etc. Less than 10 though as the training is community based and expectations for a session you find may fall short.
Read full review Online Training 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.
Read full review It is very easy to find online resources to learn how to do just about anything with WordPress.
Read full review Implementation Rating 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
Read full review WordPress is not a great solution if you have: 1) A larger site with performance / availability requirements. 2) Multiple types of content you want to share - each with its own underlying data structure. 3) Multiple sites you need to manage. For very small sites where these needs are not paramount, WordPress is a decent solution
Read full review Alternatives Considered 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
Read full review We have considered and operated within
Shopify and
Squarespace . Both serve their purpose for niche clients, but we do recommend WordPress as being the superior option. We find that WordPress is easier to use and offers maximum scalability while the others are more challenging to design, code, configure and launch.
Read full review Scalability We tried to migrate to MindTouch for 5 months and failed, remained with
Zendesk Read full review WordPress is completely scalable. You can get started immediately with a very simple "out-of-the box" WordPress installation and then add whatever functionality you need as and when you need it, and continue expanding. Often we will create various WordPress sites on the same domain to handle different aspects of our strategy (e.g. one site for the sales pages, product information and/or a marketing blog, another for delivering products securely through a private membership site, and another for running an affiliate program or other application), and then ties all of these sites together using a common theme and links on each of the site's menus. Additionally, WordPress offers a multisite function that allows organizations and institutions to manage networks of sites managed by separate individual site owners, but centrally administered by the parent organization. You can also expand WordPress into a social networking or community site, forums, etc. The same scalability applies to web design. You can start with a simple design and then scale things up to display sites with amazing visual features, including animations and video effects, sliding images and animated product image galleries, elements that appear and fade from visitor browsers, etc. The scaling possibilities of WordPress are truly endless.
Read full review Return on Investment Our operational efficiently has improved significantly. Prior to Mindtouch, we managing duplicate content in two separate authoring solutions. Delivering content predictably and consistently was difficult and stressful for writers. In Mindtouch, we were able to optimize our content (remove redundancies) giving us more time to test, review, and improve content quality. Traffic to our knowledge center is increasing monthly. Internally, SMEs and customer-facing teams are recognizing the value Mindtouch brings through self-service knowledge. These SMEs want to contribute more to content, either as contributing writers or collaborators with tech writers. Read full review WordPress helps us reduce website management costs because we can oversee updates in-house. WordPress is easy to use, reducing the amount of time we spend on website management. The ease of use enables us to offer website management for clients, helping us grow our capabilities/business. Read full review ScreenShots