TrustRadius
MindTouch is a customer experience management platform with content management and help authoring capabilities. Formerly known as MediaWiki, it is optimized for building knowledge bases for customer self-service and agent assistance purposes.https://media.trustradius.com/product-logos/0L/Im/IS68LCWJTK93.PNGMindTouch - Moving from KBs and PDFs to easy to use and customer friendlyWe are using MindTouch as a central repository for support knowledge, product documentation, processes & procedures. We started within the support department and quickly expanded to include delivering product documentation as native web content (not PDF) and now we targeting field service and deliver content. Centralizing information into a single highly accessible solution allows anyone to find relevant information quickly.,Authoring content is simple and not overly burdensome APIs and connectors allow integration into CRM systems and anything else we can imagine Flexibility which allows us to replace a knowledge base, wiki, PDF manuals and various team sites, Creating a single tool that delivers the right content to the right audience, all in one place.,Reporting for large amount of contributors is difficult as each has to be search separately Advanced enterprise type of features like synonyms, full page content reuse (not just sections), use case to article linking data in search result prioritization as content reuse is not accounted for but page views are MindTouch only searches content within MindTouch so our support website has 2 search boxes that act differently. One performs federated search across the entire website including MindTouch and the other only searches MindTouch. It is difficult to present both options on MindTouch pages but users need to also find content that is not in MindTouch.,10,MindTouch helps reduce knowledge and information silos by offering a place for everyone to store their content. Employees are finding what they need when they need it without having to find "the guy" who knows that stuff. Customers are helping themselves and solving their own issues which allows support to work on higher priority issues.,We hope to enable our customers to be as successful with our products as they can and able to support themselves as much as they want. We will always be here if needed but many things customers can solve on their own.,10,Oracle ATG Web Commerce, Oracle Service Cloud and Salesforce Service Cloud,10Mindtouch, simplification is key to adoption in any KCS product.Mindtouch is being used corporate-wide. [It] Started out in the US and is being migrated to other offices around the globe. [It's] Currently used for in-house technical support calls only. We are transitioning to customer-facing content within the next few months.,Article search and the ability to drill down by category makes getting to the content area easy Article creation is very easy and can be based on templates that help drive consistency Predefined dashboards for article usage and other metrics is a big plus,Extracting content in large amounts is not possible. We are extracting, translating and importing into other language specific sites and this has become an issue. Need better exporting capabilities. Need more API capabilities to manipulate data. Should have better out of the box translation of content. Should have better article usage rating. Only one like/dislike per article per person. Article rating doesn't work for internal call centers.,7,6566 articles used to solve 13,353 technical support calls. Article usage has passed the amount of articles written in our technical support area. This is a good indication that article creation is paying off in our technical support area.,No,Article creation is very easy. We have 3 basic templates. How To, FAQ and Solution. These templates are designed to be simple for our tech service department and Field Service Engineers to create articles based on their experience with our customers. Simplification is key for adoption. The draft contributor role allows us to train our users and monitor their progress before extending their full Author privilege.,9,9Easy to use, limited features.MindTouch is used only by our department to provide documentation for customers and support staff. It is not used directly by support staff or SMEs, but this is because MT4 does not provide draft functionality as Responsive does. Given the rudimentary nature of drafts in Responsive, and no real way to control workflow, it's unclear how much our process would change with the upgrade in platform.,Ready to go out of the box, no maintenance after setup. Easy to learn: it's a simple product, WYSIWYG.,Responsive limits how you can organize content. You can't have a guide within a guide, because according to MindTouch, you should't do that. MindTouch believes all problems are solved by the magic of their search capabilities, not in manually curating content. MT4 allows a little more flexibility, but just about everything we want to do involves an ad hoc work-around. Single-sourcing documentation is rudimentary and untraceable, for both MT4 and Responsive. We have to leave hidden notes on the pages themselves to try to track how content is shared. Single-sourcing images suffers from the same limitations. There's no tool for managing and tracking images, it's just another webpage on your site. The only output is your MindTouch site. Forget about printing to PDF or anything else. We have eliminated manuals because MindTouch simply can't do them. There's no universal replace tool. When our language changes, we have to search and then manually edit every page. MindTouch offers another work-around, for a fee.,2,Our documentation is more easily searchable than before, and analytics indicates greater reach to our content. All users have up-to-date documentation instantly. This has been very helpful given the speed of our software development.,Yes,MindTouch is an unsophisticated authoring tool. It is designed to appeal to management, not the professional technical writer. Single-sourcing content and images is inefficient. Content organization is limited by MindTouch architecture. The text editor itself is fine, and creating a consistent look to articles is easy. There is no workflow to speak of in MT4. Responsive improves upon this by allowing drafts to be created (only one draft per page), but it's very basic.,7,10SEO-friendly CMS for creating robust Support/KB websitesWe 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.,8,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,The WYSIWYG editor is very easy to use and gives you the core tools that you need to format text, create tables, lists, etc. With MindTouch, you can create content quickly. It also supports advanced CMS features such as content reuse, revision comparison, custom CSS and Javascript. Their more recent platform supports the ability to create drafts that you can prepare in advance of a product release so that you can publish content when new features are made available in your production environment. I do wish they had a better way of sorting drafts by Author, scheduled publish dates, and telling you exactly where an image is being served or content is being reused. I also wish it was smart enough to update link text to match page titles. Another downside is that their default URL naming conventions use mixed case instead of dashes and all lower-case letters, which is more SEO-friendly and easier to read.,9,10Impressions of a long-time MindToucherMindTouch is the primary authoring and publishing tool for our Tech Writing department. It powers our customer-facing support site. The business problem it solves is allowing us to easily reach our customers via the web. We have 1000s of articles and a team of people writing, editing, and updating content every day.,Automatic redirects when we change a page title/URL Good WYSISWYG editor SEO is awesome Allows customized branding/look-and-feel Full SaaS solution -- we have no hardware or files or anything stored locally,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.,7,Time to publication can be very quick, provided there are not multiple changes in flight at the same time for the same page. We have seen a tremendous increase in customer traffic and SEO. MindTouch allows us to custom-brand the look and feel of our site to match our company's marketing and branding. This instills trust in our content. The relative simplicity of the platform enabled us to hire the best people and best writers we could find, without worrying so much about specific past expertise in a complicated publishing platform.,Yes,Authoring net new content is straightforward and easy. Singular updates to existing content are also easy.,7,6A great tool for organized documentation and contextual help tools!We are currently utilizing MindTouch as a documentation center to teach our new and existing customers how to utilize our software. Documents currently include FAQ's as well as step by step walk-throughs of our platform. These walk-throughs include screenshots of our software to give our customers a better idea of how our software works. We have found that MindTouch is easily customizable and allows us to separate out documentation for our multiple user types. We have also enjoyed the contextual help tool which allows our customers to consume documentation based on the page they are viewing in our platform.,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.,The Media Repository has proven to be difficult to use as the images typically become distorted.,8,The time our team spends creating documentation has decreased greatly with MindTouch. The ease of use has allowed us to publish more documentation to ensure every aspect of our software is covered. The documentation has allowed us to provide our customers with answers to their frequently asked questions which in turn has cut down on customer service hours.,No,MindTouch is extremely user friendly and provides content authors with a multitude of tools to style the articles which makes the information provided within the articles more easily consumable. It is easy to include images within the articles which makes the information more consumable to end users. I have also found it extremely easy to organize articles.,10,7MindTouch - A content management system that really is MindfulWe use Mindtouch to satisfy our content management needs organization-wide. We deploy our self-service strategies on this platform as well as our internal knowledge base documentation for our customer care department.,Template creation and usage - It's so easy to create Mindtouch templates for content creation, management, and workflow processes. Conditional Branding - Our favorite part of this platform is its ability to provide multiple branding and landing pages specific to our branding needs. Content Management features - We also love how it is easy to manage content via custom classifications, content reuse, global variables, and content IDs.,Lack of Workflows and forms - No ability to create workflows or forms to support our content management processes. Error Messages - Generic and vague error messages happen too often, leaving lack of support or best practices. Customer Support - Depending on who you get, the service could be good or frustrating. Lack of KCS Proccess Support - Even though Mindtouch is striving towards process improvements to align with the Knowledge-Centered Service model, it is not yet in compliance.,8,Increased ease of collaboration Decreased time to publication Increased user adoption,Yes,Mindtouch does a good job with content authoring. It provides a customizable Editor to control what features an author needs to utilize. It is also easy to tag and classify content based on the type we need. Regarding approvals and workflows, this is something that it lacks. There are no automated approvals or workflows to publish the content, there is no scheduling capabilities to schedule an article for publishing in the future, and there is no archive capabilities to retire articles.,8,4Good tool for rather small KBs which requers many features.MindTouch is now the 'one stop shop' for all knowledge we want to share with our customers, and also among staff. We use it mainly for technical documentation and support articles, but also release notes, product updates, training and more so that all the content about our products is there.,Initial creating of content and content structure. If you use the out of the box look&feel, it is fairly easy to start to populate your instance with content Site structure management is good: opening another branch, moving/copying content from branch to branch. This kind of tasks is easy to do managing users is simple and easy,Integration with Salesforce: the search from the SC cases view doesn't work well, and we took that component out of our Salesforce instance. We encourage our support analysts to search on MindTouch native, and that post a link to the relevant page. The internal search engine doesn't always meet our customer's expectations. We do have thousands of pages, and we understand it is difficult to return to the "right" page when there are so many, especially as they are all so alike. Yet Google does that, and we encourage or customers to use Google as the first step to finding knowledge. Reports, report and reports... we rely on Google Analytics, but we are missing am easy way to measure "effort" invested in the Knowledge Base, like: user activity, actions over time (# pages written last week, # pages deleted last month, number of editions by the user X, and such) There are some features for that, but they good only for a small number of users and content. As we have many cooks in our content kitchen, and a lot of content, it isn't sufficient.,6,Having all content type in one place is a huge improvement. The one-stop shop promise is fulfilled. Having the Knowledge Base on a SaaS platform is good.,Yes,It does take a few steps, both to publish new content and to edit existing pages, particularly if, like us, you having many templates and if you make a draft edition first. So it does take few clicks, until your can actually start typing content. Also the editor is not completely bug free. For example, applying and removing formatting is sometimes unexpectedly applied on more lines than you choose. Sometimes it is better to work in HTML mode, to get to the required result.,9,7MindTouch - An exiting new addition to our team!We just launched MindTouch and we are very excited to have this new resource! MindTouch will allow us to eventually move all of our product documentation online, allowing us to keep content fresh and improve the customer experience. We started with a new product initially and will soon be moving all of our product documentation to MindTouch. We are also looking into ways to further utilize this resource across all departments company wide.,Ease of Use, both from a user perspective as well as an editor Ability re-skin the UI to reflect your own branding Very responsive support team,We've only been using MindTouch for a month and haven't noted any major issues yet,10,We don't have this data yet as we just launched.,No,Very intuitive and great workflow. I am mostly responsible for the branding of the UI, but I know from the team that this resource has been fairly easy to populate, edit and maintain thus far.,9,10Good for a one-person documentation/knowledge base shopWe use MindTouch for our help website and context-sensitive help in our product user interface.,The MindTouch service has been more reliable than other, similar products I've used. It also is easy to customize the appearance and layout of pages once you're familiar with how the product is structured. It allows embedding of videos, which we don't do very much of at present but would like to do more of.,Surprisingly for a content delivery company, I found the documentation to be very sparse, so at first it was learning by trial and error. The product is also not very flexible at the highest level. You have to fit your topic structure into their framework, which can be somewhat limiting.,7,MindTouch has not been particularly good as a review tool. People in my company have objected to using it, so I have to copy and paste new articles into Google Docs, which has a better review function. That said, as a one-person documentation department, MindTouch has been a reasonably good platform for me. It has all of the features I need to create a help website and in-product help. Since it's a web service, it's easy for me to stay in synch with engineering without the overhead of working inside the produce code base. My biggest objection to it so far is that its export to PDF feature is not as advanced as I would like. It's labor intensive to get a nice looking PDF from MindTouch.,My company does not yet support user self-service. Access to MindTouch is limited to logging into the product's user interface and accessing help from there.,10,Success with MindTouch?Our training team set up MindTouch to house all our training videos and articles. The site is used by our customers as well as our internal departments such as support and sales. The articles contain detailed documentation on our product's features. We also use it for release notes and to link to Gotomeeting registration pages for our live training classes. We recently starting using a separate LMS system so we can assign and track our customers' training during onboarding scenarios. We use an LMS for this because MindTouch can't do this.,Good privacy settings for each page. I can set a new article to semi-private until it's approved to go live. And I can send a link to that page out for review. Good tracking on each page history. Ability to view and restore previous page versions. I like the category search bars that only search the current category.,When they release product updates each Thursday, sometimes those break areas of our site. Either it interacts with and breaks our custom branding or it breaks the layout and responsiveness of existing pages. So far MindTouch has not been able to find a solution to any of my tickets on these issues. So that puts the problem back on us to go through all of our 3,000+ pages and apply a fix, or to rebrand certain areas like our customized search page which broke and was reverted back to default. The reports could be more helpful. I'd like to filter these reports further before I export. the search feature isn't strong enough. Doesn't always pull up the best results, and it's difficult to sort through the results and know what is what. Is it a video? An article?,8,It has increased the sharing and spread of our training articles because of the PDF export feature on each article. This allows our customer facing staff to email PDFs to customers.,Yes,I find the authoring of content to be simple and quick in MindTouch. The content editor and WYSIWYG is pretty good - although they recently updated to a paired down WYSIWYG which I find takes more time to use since the tools and options are hidden in drop-downs. The workflow is solid due to the 4 privacy options and the draft mode. The struggle I have with MindTouch is that it doesn't provided an automated content inventory tool or workflow. I'd like to communicate the website size to stakeholders. And have an inventory that helps provide a consolidated picture of the overall structure of a site: the major sections, pages, and distribution of content. And a way to audit the content and mark/track which pages need to be updated.,7,5Easy & fast content authoring platformAt Gainsight, our documentation team members are the primary authors in MindTouch, but the published docs are utilized by other internal teams as well as our customers. We use MindTouch to share product release notes, user guides and admin configuration guides, tutorials, troubleshooting tips, FAQs, as well as some short feature overview videos. Our internal teams can submit feedback on individual articles directly in MT, and the docs team receives email notifications. Our Biz Ops team is working on documentation to support new customer on-boarding, and we're planning to host that in its own category on MT. Additionally, our support team is starting to use a private category on MT to host their internal technical documentation.,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.,You can't easily manage the sequence of articles in a sub-category or guide. If you are migrating documentation from another platform to MT, you may encounter a rocky road and lots of manual QA. There's no real draft management functionality available. If you want to offer article feedback to someone, all you can do is enter text in a single comment box at the end of the article. As a result, we still use Google Docs for drafting and sharing articles for review, and then when they're finalized, we publish them on MT. Some of their backend tools for reviewing broken hyperlinks, or locating unpublished articles, as well as their OOTB reporting options need improvement. They feel somewhat buried in the backend and inflexible; for example, you can't export a long list of records for easier review.,8,Increased organic search traffic Increased frequency and ability to update existing docs Increased customers' ability to self-serve,Yes,Authoring and updating content in MT is easy and fast. In Zendesk, it used to take maybe 4 clicks to start editing an article, while in MT it takes 2 clicks. It's also easy to modify content and leave it in draft status until we're ready to publish it, which is helpful when we're working on updates in association with an upcoming product release. It's also easy to add images or video to articles, and perform basic text formatting. I can't copy and paste text from a Google or Word doc into MT without the formatting being altered in undesired ways, but we manage to work around this.,9,9Customer Success is providing the right content, every time, anywhere!MindTouch is being used by DealerTeam to the fullest measure. Internally - Structured content allows for new hires to read self-help articles and learn about tribal knowledge without taking valuable time away from top producers. MT has saved time and improved the efficiency behind new and existing employee training. Team building has also improved as we can now share articles around the office by copying and pasting a link. Whether it's to answer an employee question or provide an answer to a client, sharing content is fast and easy. Externally - A web centric knowledge base with public facing URL's for each piece of content!! Are you kidding me? Nope, that's what you get with MindTouch. Don't worry, you can keep sensitive content private with Roles and Permissions. Creating public facing content structured like a website has made a huge impact for our customer support channels. Self-help content available 24/7 has successfully catered to our niche in the automotive retail industry. With high turnover and constant re-training, our clients can now direct their employees to our Customer Success site and not our phone lines. I have personally reduced my time on the phone and webinars by over 50%. Help Tickets - When ticket deflection doesn't serve up the answer automatically, our Agents are responding faster to help tickets through the MindTouch Service Cloud integration. The Genius Link displays top rated articles and provides matches based off key words for fast content sharing. But seeing the User search history is the real hero for customer support. Our Agents can track where the customer has already view content on our MT site making each response relevant and progressive when solving the case. Even when the answer is to draft new content, our customers' questions are perpetually dictating a better success site. The DealerTeam Community - We wanted to build a community for our customers to get real value. The idea was to use SSO and provide a single place for customers to provide Ideas, access Knowledge, Release Notes, Cases Management, and The DealerTeam Academy for LMS. MindTouch is so progressive it already had an integration for our Customer Community. Using custom code to leverage the integration, we can provide our customers a seamless experience to content in MindTouch we used to create our Learning Management System. I cannot express the time saving advantage enough. Because MindTouch is structured in a way that promotes content sharing, we were able to leverage the platform to build our LMS and control the message delivered to every customer, no matter where they choose to access the content. Organic Search and SEO - MindTouch puts Google to work in your advantage. I had no SEO experience prior to building the success site, so don't expect me to get technical here. By following SEO best practices and using the MT content structure, our published articles started to land on page one search results. The simple fact anyone can use their browser from any device and search for DealerTeam help content is amazing.,MindTouch has build a relevant platform to create and host public facing help content. It is easy to use yet robust enough to get highly technical with API's and seamless integrations. MindTouch continues to revolutionize customer success. In the two years I have subscribed to their services, they continue to release new and useful features, educate and inspire the industry, drive innovation, and build strategic partnerships for long-term success. MindTouch provides amazing customer and technical support. On top of a stellar product, they go out of there way to offer the best customer experience. The Company Culture at MindTouch is impressive. Upon several visits to headquarters in downtown San Diego I have had the pleasure to become aquatinted with many of the employees. The company is comprised of stand-out talent and exceptional people working for the common goal of customer success A dominate social media presence. If you want to know about MindTouch, you don't have to go very far. These guys are experts at what they sell and practice everything they preach.,Every emerging technology strives to improve. Not all problems are foreseeable and bugs exist. If I could dream up where MindTouch can improve, I can assure you they have already begun. The standard pay structure of buying a full year in advance might be tuff for smaller startups I would love MindTouch to provide video hosting as part of their service.,10,Providing existing clients with self-help documentation is directly responsible for retaining one of our biggest customers. Because they were having trouble training employees, they considered leaving. Building our Success Site gave them the confidence of 24/7 product support. We have reduced churn over the last two years to a single client who closed the doors. Aside from a few reductions in user licenses, all existing clients are set to renew their annual subscriptions, making this the first year we will have 100% customer renewals. We have reduced the time to onboard new customers by 35-40%. Touch Points and Learning Paths for role based users focus on specific content, increase the efficiency of user training, reduced frustrations, and greatly improved product adoption. Help Tickets use to be extremely time consuming with scheduled webinars and basic user training. What use to be a 30 minute phone call before MindTouch is now a reply email with a link to a help article. Through Analytics we can see a constant increase in users searching out success articles and benefiting from self-help. I personally spend 50% less time on training calls and in general helping customers with basic questions.,The first goal for building our success site was to provide our clients instant access to content supporting our core products. We needed self-service content because the auto industry moves fast, works late, and is always changing. The idea we could create and manage content on a single platform and reuse the content anywhere we saw fit was a dream come true. Today we leverage MindTouch to provide self-service for our customers through our website, MT success site, customer community, in-product support, open case management, and our LMS. We can literally serve up the right answer to any customer wherever they choose to search.,Desk.com and Salesforce Service CloudCatch a Ride to Self-Service KnowledgeInitially, we chose Mindtouch as a solution for authoring and publishing technical product documentation and support FAQs/knowledge base. Operationally, we were looking for an out-of-the-box, cloud-based documentation solution where writers can easily create content, collaborate, and publish. For customers, we wanted to move from PDFs to self-service support. Mindtouch checked all these boxes for us. Feedback from the field has been positive. Since our launch, other departments expressed interest in using Mindtouch for their content or are now using Mindtouch to publish best practices, videos, and other customer-facing content.,The initial launch - prepping the site for go-live. We were able to brand our site with minimal customizations and minimal technical support. Mindtouch provides a semi-structured architecture for organizing content - once you are familiar with this model - it was easy for us to organize our content. The editor is awesome. Seasoned tech writers and occasional writers can easily write, and publish their content with minimal training and support. Tech writers appreciate abilities for advanced techniques, such as content reuse, linking, or embedding JavaScript. Occasional writers appreciate the ease-of-use and a familiar editor ui (such MS Word). Publishing workflow and revision tracking. Tech writers working on content for feature releases appreciate the edit live or edit as a draft features. We use edit as a draft when collaborating with SMEs - enabling SMEs to co-write as a Draft Contributor. Revision history is great for either reverting content OR reviewing change history -- especially when multiple authors are involved. Mindtouch is a great alternative to traditional technical documentation authoring solutions (HATs). We appreciate that content can be viewed as a knowledgebase and as contextual help from the application. My team is more productive and able to deliver more quality documentation - on time.,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.,9,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.,Yes,Authoring in Mindtouch is very easy. Minimal training is required to be a contributing writer. The editor has a familiar user interface (similar to MS Word) and it is relative easy for a new or infrequent user to create content. In terms of organizing content. This requires more training. Once you understand the Mindtouch content types and structure - organizing content is fairly easy to do. I like Mindtouch's flexibility with user permissions - restricting users as just authors or editors. With new or infrequent writers, I can create the structure for them but give them permission to add content. Writers can focus on sharing best practices and not worry about what a content type is or where an article should go.,7,8Using MindTouchWe have set up a knowledge base for our organization. In our knowledge base, approximately 90 percent of the content is available to our clients, and all of it is available to internal users. Our company's support team is probably the biggest user of the content.,Handles renaming and moving topics very well. We are constantly updating and revising our content outline, both in its structure and in the terminology used. When we make those changes to the topic titles, MindTouch handles all the behind-the-scenes linking so that we don't inadvertently break things when we move and rename them. Provides good options for presenting different content to different users. Besides the page permissions, we have set up different conditions so that even for a topic that is client-facing, we can provide extra, internal-only notes so we can embed extra information for employees. Provides several ways for us to display different types of information. For example, most of our topics are general topics (reference and how-to) and a general outline type structure works best. But there are other parts of our contents (such as user permissions) where we can use tags to organize and group the information in ways that are more helpful for both internal and external users.,The limit on the number of images that can be attached to a page is just 100 images! We have thousands of images in our knowledge base, and have just embarked on another project to be sure that they are organized appropriately and that we aren't breaking that 100-image rule. More on image management: it would be great to have a "where-used" type report that we could run on some image files. For example, suppose the image base contains ABC.png. It would be nice to see if any of the pages in the knowledge base use that file, so we can know if it is safe to delete the file. API documentation. My MindTouch person has directed me to an API that would fix an issue I have (reordering topics within a guide) but I haven't gotten it implemented yet because I don't have dev-type resources to help me with this. (PS I realize your doc has greatly improved in the last few months and I appreciate that--I just want more!) Our company releases its main product four times a year. On those days, we change the permission settings for the release notes so they're available to our clients, and then we "publish"--which means that we each revisit all the new drafts we have written for the new release and publish those. (We also have to upload all the new images, which is another issue. Why can't an image have a draft?) Anyway, it would be nice when you create a draft if you could specify a date when the draft was automatically published.,7,We don't track numbers for our knowledge base, but we use several different mechanisms (Google Analytics, the built-in MindTouch reports, etc.) to learn more about what our customers are actually looking for, and then build content to fill in those gaps. That has been a big help to us. Our content is findable now! In the past we were embedded in an LMS and only a short paragraph describing each PDF was searchable. I spent hours every week trying to find which PDF had which topic. This is much better!,Yes,MindTouch includes nearly all the tools that any content author would expect. The one thing in this area that is missing, I think, is a custom dictionary.,8,9MindTouch - Reimagining knowledge products and supportWe use MindTouch across the organization with the main focus on providing a support site for our customers. MindTouch allows our customers to self-serve as they bring on new products or introduce employees to new processes. We also utilize the privacy features available in MindTouch to provide information to partners and internal teams without exposing this information publicly.,Privacy - I really like being able to group people by user type, which allows me to create custom documents for the appropriate audiences. User interface - The site is very organized, allowing me to easily group information in the appropriate silos. Search - the search functionality is highly intuitive, and it is easy to customize the recommended result using tags and keywords.,I have had to institute a few workarounds to deal with issues with guide structure. That said, MindTouch representatives are quick to respond and work to keep you updated with the status of submitted tickets.,10,MindTouch allows our customers to self-serve when learning our product, reducing support call volume and allowing them to become super-users. Internal content can be shared quickly and easily, saving time when completing proposals for new clients. Documentation can be made available and updated immediately, allowing us to provide more responsive support to our customers.,MindTouch has a feature that allows us to create training paths for our customers, which can help them self-serve during implementation and onboard new employees on an ongoing basis. We make our documentation available directly from the software, so customers can quickly access the content they need to perform their job duties. Support teams also have access to the resources available in MindTouch, allowing them to direct customers to the appropriate information and have a common reference during the support process.,MadCap Flare, Microsoft Word, RoboHelp and Adobe Acrobat DCIdeal for large volumes of documentationAt FotoWare we use MindTouch to document the entire suite of Digital Asset Management software we develop and sell. We document user guides, technical configuration, and our API in MindTouch, and the documentation is made freely available for our customers and resellers at https://learn.fotoware.com. We believe a knowledgeable customer is a happy one, so anyone who's interested in our software can find ALL the information they need on the MindTouch site, without restrictions.,Weekly development cycles that mean changes and fixes are pushed to content creators quickly. We truly feel the MindTouch team is actively working to improve the service. Content editing is fast and intuitive; linking articles, adding rich media, it works just as expected. Anyone who's learned the basics can add content that's meaningful and adds value to the documentation. The search engine was a big thing for us - once articles are tagged right (we have a lot of content), related articles are REALLY related, and when searching users find the content we most want them to find. We all know Google is great at finding things, but the MindTouch search engine is fast and accurate. And it can be implemented in the browser's omnibox so you can trigger a search directly from the address bar in your browser. That's a big deal for me when I manage the content on the site.,The only think I can think to wish for is an improved video player. But we've got around that by embedding the Vimeo player directly through a dekiscript when we need it.,9,We've not done accurate testing or number crunching, but the feedback we receive through support tells us that customers and resellers alike love the site and often find precisely what they're looking for. A much improved ranking on Google also tells us that MindTouch has done much right in the SEO department. Kudos!,Customer and reseller feedback tells us we made the right choice with MindTouch. Documentation is key to selling a digital asset management system like ours, and the greater the transparency, the better. So we have opted to make all our documentation publicly available. We want potential and existing customers, as well as resellers to be able to find the documentation they need to get the system set up, adapted to their needs and working flawlessly. We believe a happy customer is a returning one, so the better we can help, the greater the chance that the customer will stay on with us and renew their contract.,We used to run on-premise reseller and customer training - that involved a great deal of travel, not to say preparation. With MindTouch, we can fit the entire onboarding onto our documentation site so users can learn at their own pace.,Zendesk,9,Zendesk, Atlassian Confluence,7,8,8,8MindTouch is a Superb Hosted Content ResourceMindTouch is primarily used by the product and client support organizations, with lighter usage by our sales, marketing, and technology organizations. Internally, it is the "source of truth" for complex customer-facing systems such as our APIs. Our client managers also depend on it to provide the latest versions of technical documentation for customers. They use it themselves for their own training as well to help support our customers.,Content management is excellent. MindTouch enables sophisticated content management features such as variable content, section-level reused, centralized management of assets such as images, and customizable content templates. The "presentation" layer that MindTouch provides is very nice right "out of the box," and quite easy to customize for CSS-knowledgeable implementers. We've been able to maintain a very high-quality experience for our users, as a result. MindTouch puts strong focus on SEO improvements and content usage during the buyer journey. While appreciated on its own, the real benefit of this bias, for us, is the granular permissions model that MindTouch provides to separate content for buyer personas from content for post-sales personas. This is often the same, but the ability to target content using privileges for different personas is very important to us. The authoring and content maintenance experience is excellent, even before the new authoring UI that I know they are about to roll out.,Content hierarchy is difficult to maintain. Without a drag-able content tree/site map, manually moving around one topic at a time can be painful. Both organization and reuse could be simplified with a fully interactive site map. The Lightspeed framework for content organization is too rigid. I appreciate it in concept but ultimately our organizational choices should determine how we use the tool, not the other way around. It is difficult to incorporate third party extensions. I'd love to see a rich library of JS extensions pre-integrated and made easy to add to pages just by dropping it in, similar to page designers for modern blogs and intranets.,8,Churn is non-existent. We make a change and deploy it with no risk to our subscribers or other organizations. Our support organization is already armed with the latest, most correct content, and their responsiveness has hugely improved. We've moved to more of a self-serve model lately and for the most part this is working very well thanks to MindTouch. Our NPS is superb. Unfortunately, MindTouch has had very little effect on our sales cycle; culturally tech docs just aren't top of mind for sales reps. They only want PDFs of manuals in front of them, and never provide access to our MindTouch site.,Upon receipt of an NDA for customers and prospects, we provision access to our browser client, which enables access via SSO to our MindTouch site. We expect our "General Support" customers to train and support themselves using the MindTouch site. For new employees, we provide prints of PDF versions of the documentation. Beyond this, only organizations who develop content for the company or have to support customers or prospects will maintain direct access to the site.,Our internal training developer creates custom collections of material just to support internal training. She prints these collections into internal training guides which are given to all new employees. Members of some groups have ongoing access to the MindTouch site, although internal usage is typically slow. Our Sales organization does not use it directly. Our Marketing department reuse a lot of content, however only via email sharing.,ZendeskGreat support content solution for growing technology teamsWe use MindTouch to house all of our internal and external support content. It is a standalone site and we also surface it in-app for a contextual help experience. Last year we transitioned to support a self-service model of support alongside our dedicated support structure. MindTouch enabled us to enable our users to help themselves, before they filed a ticket.,Its editing functionality is very robust and allows us to create multiple kinds and formats of content. Its API was flexible enough for us to create the solution we wanted, even though it wasn't supported out of the box. Administratively, our account contacts have been fantastic, helpful, and very response. We've always received great support when we needed it.,I would've said the WYSIWYG experience needed work, but that was recently addressed. There is, however, some visual cruft from the previous UI that could be ironed out. Better API documentation and more support for contextual applications of the software. We had a pretty long road to implementation because updates on MindTouch's side that we weren't aware of broke our implementation. We addressed these shortcomings on our end since MindTouch couldn't commit to a solution that worked for us. Some of the hierarchical choices that users can make don't feel like they're consistently applied throughout the experience.,8,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.,We have a majority of clients that are self-service. They have access to file tickets for support that drops them into a queue, but their priority is lower than clients that are paying us for dedicated support and service. We have documentation available to both kinds of clients and the documentation is the same for both clients. It has its own site and is available contextually within the app.,MindTouch content management for documentation and self-serviceWe use Mindtouch to host our external/public facing documentation for our payment/financing product. The audience for this documentation is a wide range of users: web developers, marketers, project managers, accountants, customer service managers, etc. We've set up an information architecture within Mindtouch to distinguish the content for these distinct audiences. There are several departments at our company that contribute to our Mindtouch content: Integrations, Sales, Client Success, Operations, and Marketing. I manage the contributors from those groups, and have trained them on the best practices and usage of the Mindtouch product. With Mindtouch's versioning/draft management, and ability to arbitrarily include entire page contents in other pages, we can have multiple contributors to content without worrying about content being lost or going stale. We can also gate/hide content, and make it available to only user groups, allowing us to deploy public documentation to beta-product users without allowing others to discover it or search for it.,Simple GUI editing (WYSIWYG) while still providing full customization (HTML/JS/CSS). Easy to use permissions and user roles schemes to control access to published content. Extensibility via customizable templates, API integrations, and other dekiscript widgets. Built-in versioning and draft system which allows for worry-free editing.,Built-in site templates, scripts, and stylesheets cannot be overridden or removed. Our extensively customized instance of MindTouch could be significantly simplified, more performant, and easier to develop on without those hard coded includes. Having the ability to start with a 'clean-slate' or to individually exclude resources would facilitate further optimization. Permission/restriction settings can only be applied after the page has been saved. This makes it impossible to publish semi-private or private content without risking discovery. Help widget integrations are limited by default to ONE for our instance. We'd love to adopt this feature but are not clear on why it's deployment is so restricted. Need the ability to define arbitrary 'slugs' for pages, so they can be referenced via short names/URLs/paths. Currently content IDs are the only way to support this, and those have to be setup separately from the actual page authoring/editing screen. Not having this functionality also makes it extremely difficult to retire old content and redirect those page requests to some new content.,8,Easier merchant integrations due to public availability/discoverability of documentation. Building positive brand/team image due to the availability of nice-looking and informative documentation. Faster iterations on and additions to documentation to support beta/new products.,We aim to have our clients (retail merchants) discover and learn about Affirm through our MindTouch site. The content of our docs site is purely informational/referential right now, but we want to have expanded functionality in the future where people can use forms on the docs site to sign-up for our services or be entered into the sales pipeline.,I'm so darn grateful to no longer have to update multiple documents...We use MindTouch internally and externally, to provide access to our base product documentation, learning aides, best practices, and more. Previously, we operated on a system of internal and client PDFs as well as an internal, un-curated, wiki product. Upon request our customers were provided documentation through email or via a file sharing service. With the previous hodgepodge system, we had little to no control over who could publish documentation, where or how it was transmitted, how it was organized, and a non-efficient method of tracking documentation age and validity. We were ineffectively educating our clients and our staff.,MindTouch makes it is ridiculously easy to create and publish media rich content. We enhance our information to accommodate all user learning styles with a mixture of information mediums, e.g., videos, images. The editor is intuitive, the system is stable, and permits a responsive delivery of content across multiple media platforms. By using a cloud-based system to host our documentation, we are able to provide our clients access to information for new features timed with the initial release of the feature or when the client upgrades versions. MindTouch allows us to write all content in a single product library and then re-use that content via multiple methods in our other libraries. We maintain a consistent message by utilizing their content re-use and workpaths functionality to use original content across multiple articles, that may differ in focus or audience, on the same subject. MindTouch's permission system allows us to seamlessly display or hide information from users based on their access level or product version.,The lack of drag-and-drop for images was very frustrating when importing our documentation. We had documents with hundreds of images that had to be saved prior to uploading them into the articles; a silver lining was that after they were saved locally we could then copy / paste, skipping the multiple clicks to attach from file. The Dashboard could use some improvements. The Draft Manager is not user workflow intuitive, doesn't allow starting work from the and then one-click back to view and updated the to-do list. Currently the reports are rudimentary and not intuitively named. But in the past few months they have moved more functionality into the Dashboard and they are working on the reports. Working with drafts is awkward. Prior to publishing an article for the first time, the user is unable to view drafts along side live pages to visualize the addition of content in the existing structure. Users are unable to create anchors and links in / between draft pages, the pages must be published prior to linking to / from the page; requiring the user to publish and then un-publish or edit the page multiple times to establish links. Additionally, copying pages creates them live and permissions cannot be applied to draft pages.,10,So far we've had positive customer satisfaction results from switching to MindTouch. MindTouch Touchpoints allowed the application to easily integrate with our ticketing system so that we are able to share documentation links that help users understand problems that are training in nature. We improve the quality of our support by linking articles into tickets and encouraging users to search our documentation prior to contacting us. We are the definitive source on our product and we control our brand and message by using MindTouch to deliver our documentation, rather than having our customers rely on their self-generated product documentation. Using MindTouch integrated with in our application will improve user adoption of our product; thereby increasing the likelihood our clients will have a shorter implementation time-frame and encouraging their users to stay in the system and not rely on spreadsheets and whiteboards to work efficiently. By using MindTouch to produce our information, we have decreased the amount of time we spend updating documentation and decreased lead time for delivering the most current and accurate information available.,We are working to integrate our documentation into our base product(s), so that end users are not required to go to an outside resource when they have questions on how to use our product. We also are working to consolidate our internal documentation system with our client documentation so that our support and implementation agents can read the same information the client sees along side the internal information they may need to assist them.MTRes: Great for Dumb Fiddly Crap and Frequent Mistakes, Lacking in Weird Edge CasesWe use Mindtouch for client-facing platform documentation and release notes. While the whole organization has access, this means primarily that client-facing functions (Support, Success, Services) are the internal users of our Mindtouch instances.,Content reuse across articles and dynamically updating articles based on linked content. Maintaining linked structures despite article name and structure changes. Anchor implementation. Solid WYSIWYG editor.,Multilingual content without cross-instance SSO and a special config would be great (I know it EXISTS, it's just, a big undertaking for a couple reasons on our setup). Better visualization for instance architecture/article hierarchy would also be super. More robust user...usage? statistics and tracking, without having custom reports run.,8,Increased product adoption. Greater ticket deflection rates. Less Success team time spent on experimentation on how to perform basic functions that have since been documented.,We already rolled out MT globally across 3 languages with links from our software platform, not sure of any future initiatives to further help self-service.MindTouch ReviewCurrently MindTouch is mainly used by support to record our answers and solutions as well as our documentation team who publish our product documentation.,Easy to use editor. Simple to build out structure and change as needed.,Resolution time. Update on ticket status. Better reporting for KCS metrics.,8,Increased website traffic.,Our self-service initiatives include: public and customer access to most of our product documentation, employee access to information on procedures/processes and using internal tools, customer access to Knowledge articles enabling customers to self-solve, support access to product information for on boarding and solving cases.Easily the bestMindTouch is being used as an internal knowledge repository for our customer facing technology support teams. The content is created by the support team and the support leadership relies on the associates to consume the information. MIndTouch allows the support teams immediate access to development manuals, implementation team whitepapers and keeps a running record of all the information accessed by associates.,Allows for end user customization with standard HTML actions. This is beneficial because every organization is different in not just the data needed but also the intended look and feel. MindTouch has a powerful search function and ranking abilities inside of the knowledge base. With out this support associates would have to spend more time than is necessary researching answers. Overall ease of administration is a strength of MindTouch. The real effort is behind the layout and accumulation of data, MindTouch makes it "easy" to access the pertinent data once the configuration is complete.,While there is power in the back end configuration aspects of the tool set there are also limitations on the layout options. What ends up happening is that every company has a very similar look and feel to the knowledge base screen.,10,One positive impact that MindTouch has had is the reduced time to train new support team members. This reduction in training time can be attributed to the organized and accessible storage of our knowledge articles. Another aspect that was positive, even with the extra effort, was the work to better understand our existing documentation. The necessity of having an understanding of the data facilitated the load of MindTouch and had the benefit of giving the business a chance to examine content.,The ability for customers to do a first level support via MindTouch is critical to our continued success. Having self-service provides not only an opportunity to reduce the amount of wait time, first level support technicians, but also, and most importantly, MindTouch will allow us to view the trends in our customer support needs. This not only helps us to be proactive with content but also holds the potential to let our development teams deliver new and valued modifications.,10,BizFlow BPM Suite, OpenText Digital Asset Management for SAP Solutions and Oracle API ManagerSharing Knowledge Across Our Organization Through the Use of a Central SiteWe use MindTouch across our organization to store documents pertaining to training, forms, and miscellaneous guides and tutorials.,Stores high numbers of documents. Simple, easy to use interface. Has support available when needed. Allows for a high level of customization.,The tiered setup of different article types can be confusing at times. Links with different names cannot be dropped over an existing document and updated. In those cases, links must be redone.,9,Assists with training by offering training material storage. Increases accuracy of our call center, since they can communicate information more quickly and accurately.,Our human resources and marketing departments are able to pass along information about relevant items, which keeps new and existing employees up to speed with the status of many items.,By having all relevant materials ready and waiting to be used on a single site, it makes it easy for users to search for exactly what they need and keep everyone on the same page across departments.,9,Unspecified
MindTouch
179 Ratings
Score 7.7 out of 101
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MindTouch Reviews

MindTouch
179 Ratings
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Score 7.7 out of 101

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Seth Faber profile photo
Score 10 out of 10
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We are using MindTouch as a central repository for support knowledge, product documentation, processes & procedures. We started within the support department and quickly expanded to include delivering product documentation as native web content (not PDF) and now we targeting field service and deliver content. Centralizing information into a single highly accessible solution allows anyone to find relevant information quickly.
  • Authoring content is simple and not overly burdensome
  • APIs and connectors allow integration into CRM systems and anything else we can imagine
  • Flexibility which allows us to replace a knowledge base, wiki, PDF manuals and various team sites, Creating a single tool that delivers the right content to the right audience, all in one place.
  • Reporting for large amount of contributors is difficult as each has to be search separately
  • Advanced enterprise type of features like synonyms, full page content reuse (not just sections), use case to article linking data in search result prioritization as content reuse is not accounted for but page views are
  • MindTouch only searches content within MindTouch so our support website has 2 search boxes that act differently. One performs federated search across the entire website including MindTouch and the other only searches MindTouch. It is difficult to present both options on MindTouch pages but users need to also find content that is not in MindTouch.
MindTouch does a great job of handling content as varied as product manuals to a knowledge base replacement. Content is easy to make within MindTouch but it is also flexible enough that content can be pushed into it from other authoring tools via APis. It does not replace our entire support website but is easily integrated into the support site for a seamless experience.
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Kevin Landry profile photo
Score 7 out of 10
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Mindtouch is being used corporate-wide. [It] Started out in the US and is being migrated to other offices around the globe. [It's] Currently used for in-house technical support calls only. We are transitioning to customer-facing content within the next few months.
  • Article search and the ability to drill down by category makes getting to the content area easy
  • Article creation is very easy and can be based on templates that help drive consistency
  • Predefined dashboards for article usage and other metrics is a big plus
  • Extracting content in large amounts is not possible. We are extracting, translating and importing into other language specific sites and this has become an issue. Need better exporting capabilities.
  • Need more API capabilities to manipulate data.
  • Should have better out of the box translation of content.
  • Should have better article usage rating. Only one like/dislike per article per person. Article rating doesn't work for internal call centers.
Mindtouch is a great tool if you want simplification, customizable UI and easy to use. If your looking for advanced features like data extraction, data manipulation and translation be sure you understand the product limitations.
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Vlad Todor profile photo
Score 2 out of 10
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MindTouch is used only by our department to provide documentation for customers and support staff. It is not used directly by support staff or SMEs, but this is because MT4 does not provide draft functionality as Responsive does. Given the rudimentary nature of drafts in Responsive, and no real way to control workflow, it's unclear how much our process would change with the upgrade in platform.
  • Ready to go out of the box, no maintenance after setup.
  • Easy to learn: it's a simple product, WYSIWYG.
  • Responsive limits how you can organize content. You can't have a guide within a guide, because according to MindTouch, you should't do that. MindTouch believes all problems are solved by the magic of their search capabilities, not in manually curating content. MT4 allows a little more flexibility, but just about everything we want to do involves an ad hoc work-around.
  • Single-sourcing documentation is rudimentary and untraceable, for both MT4 and Responsive. We have to leave hidden notes on the pages themselves to try to track how content is shared.
  • Single-sourcing images suffers from the same limitations. There's no tool for managing and tracking images, it's just another webpage on your site.
  • The only output is your MindTouch site. Forget about printing to PDF or anything else. We have eliminated manuals because MindTouch simply can't do them.
  • There's no universal replace tool. When our language changes, we have to search and then manually edit every page. MindTouch offers another work-around, for a fee.
MindTouch (MT) is well-suited for companies that have simple documentation. It works out-of-the-box, with little training. No technical knowledge is needed after initial setup and CSS customization. The hosted site is fast, and requires no maintenance.

It is not well-suited for professional technical writers. I don't think MT even has technical writers on their staff, given their own documentation and their lack of features a writer would need. Judging by the changes from MT4 to Responsive, there is little interest in producing a more robust authoring tool.
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Score 8 out of 10
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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.
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.
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Score 7 out of 10
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MindTouch is the primary authoring and publishing tool for our Tech Writing department. It powers our customer-facing support site. The business problem it solves is allowing us to easily reach our customers via the web. We have 1000s of articles and a team of people writing, editing, and updating content every day.
  • Automatic redirects when we change a page title/URL
  • Good WYSISWYG editor
  • SEO is awesome
  • Allows customized branding/look-and-feel
  • Full SaaS solution -- we have no hardware or files or anything stored locally
  • 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.
MindTouch makes it really easy for writers to write. The learning curve for the tool is low. The SEO is excellent -- we always trust our content will be in the top 3 Google search results (we're usually #1). We've found some aspects of it to be challenging though when trying to manage support documentation for multiple versions of a product.
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Score 8 out of 10
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We are currently utilizing MindTouch as a documentation center to teach our new and existing customers how to utilize our software. Documents currently include FAQ's as well as step by step walk-throughs of our platform. These walk-throughs include screenshots of our software to give our customers a better idea of how our software works. We have found that MindTouch is easily customizable and allows us to separate out documentation for our multiple user types. We have also enjoyed the contextual help tool which allows our customers to consume documentation based on the page they are viewing in our platform.
  • 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.
  • The Media Repository has proven to be difficult to use as the images typically become distorted.
I would recommend MindTouch to anyone who is looking to create and host their documentation for a product that has multiple types of users. Our business modal represents customers on the buy-side as well as the sell-side and we are able to easily organize documentation to service both types of users.
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Score 8 out of 10
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We use Mindtouch to satisfy our content management needs organization-wide. We deploy our self-service strategies on this platform as well as our internal knowledge base documentation for our customer care department.
  • Template creation and usage - It's so easy to create Mindtouch templates for content creation, management, and workflow processes.
  • Conditional Branding - Our favorite part of this platform is its ability to provide multiple branding and landing pages specific to our branding needs.
  • Content Management features - We also love how it is easy to manage content via custom classifications, content reuse, global variables, and content IDs.
  • Lack of Workflows and forms - No ability to create workflows or forms to support our content management processes.
  • Error Messages - Generic and vague error messages happen too often, leaving lack of support or best practices.
  • Customer Support - Depending on who you get, the service could be good or frustrating.
  • Lack of KCS Proccess Support - Even though Mindtouch is striving towards process improvements to align with the Knowledge-Centered Service model, it is not yet in compliance.
If you are looking for a content management system, this is an excellent one to start with. Its template creation, multi-branding capabilities, permissioning structure, and API access gives you a very good start for digitizing and managing content. If you are looking for a content management system that is KCS approved or geared more towards ticketing/customer service, you might want to consider whether the positive features outweigh the lack of workflows and forms often needed for the KCS approval process.
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Score 6 out of 10
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MindTouch is now the 'one stop shop' for all knowledge we want to share with our customers, and also among staff. We use it mainly for technical documentation and support articles, but also release notes, product updates, training and more so that all the content about our products is there.
  • Initial creating of content and content structure. If you use the out of the box look&feel, it is fairly easy to start to populate your instance with content
  • Site structure management is good: opening another branch, moving/copying content from branch to branch. This kind of tasks is easy to do
  • managing users is simple and easy
  • Integration with Salesforce: the search from the SC cases view doesn't work well, and we took that component out of our Salesforce instance. We encourage our support analysts to search on MindTouch native, and that post a link to the relevant page.
  • The internal search engine doesn't always meet our customer's expectations. We do have thousands of pages, and we understand it is difficult to return to the "right" page when there are so many, especially as they are all so alike. Yet Google does that, and we encourage or customers to use Google as the first step to finding knowledge.
  • Reports, report and reports... we rely on Google Analytics, but we are missing am easy way to measure "effort" invested in the Knowledge Base, like: user activity, actions over time (# pages written last week, # pages deleted last month, number of editions by the user X, and such) There are some features for that, but they good only for a small number of users and content. As we have many cooks in our content kitchen, and a lot of content, it isn't sufficient.
Good for small knowledge bases, where most of the authoring is done by small teams of professional technical writers.
Not so good for large knowledge bases, where most of the contribution is done by non-pro technical writers.
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Score 10 out of 10
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We just launched MindTouch and we are very excited to have this new resource! MindTouch will allow us to eventually move all of our product documentation online, allowing us to keep content fresh and improve the customer experience. We started with a new product initially and will soon be moving all of our product documentation to MindTouch. We are also looking into ways to further utilize this resource across all departments company wide.
  • Ease of Use, both from a user perspective as well as an editor
  • Ability re-skin the UI to reflect your own branding
  • Very responsive support team
  • We've only been using MindTouch for a month and haven't noted any major issues yet
I honestly have only had interaction with MindTouch from a product documentation perspective. As Creative Director, I was responsible for rebranding the UI to match our company branding. We are in the antivirus and endpoint security sector, and so far this resource has proven to be an excellent resource. Currently we are using MindTouch for product documentation, but we intend to take full advantage and see where else it might prove useful.
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Nina Wishbow profile photo
Score 7 out of 10
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We use MindTouch for our help website and context-sensitive help in our product user interface.
  • The MindTouch service has been more reliable than other, similar products I've used.
  • It also is easy to customize the appearance and layout of pages once you're familiar with how the product is structured.
  • It allows embedding of videos, which we don't do very much of at present but would like to do more of.
  • Surprisingly for a content delivery company, I found the documentation to be very sparse, so at first it was learning by trial and error.
  • The product is also not very flexible at the highest level. You have to fit your topic structure into their framework, which can be somewhat limiting.
MindTouch is particularly good if you have some HTML/CSS skill, so that you can customize their defaults. It also is well suited to a smaller documentation set and for a "mobile-first" strategy. Their display framework, which appears a set of boxes set in a grid on the page, can introduce usability issues for large or complex documentation sets because it forces the user to drill down into topics instead of being able to scan long lists of topics in a tree.
Read Nina Wishbow's full review
Kristen Kiley profile photo
October 17, 2017

Success with MindTouch?

Score 8 out of 10
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Our training team set up MindTouch to house all our training videos and articles. The site is used by our customers as well as our internal departments such as support and sales. The articles contain detailed documentation on our product's features. We also use it for release notes and to link to Gotomeeting registration pages for our live training classes.

We recently starting using a separate LMS system so we can assign and track our customers' training during onboarding scenarios. We use an LMS for this because MindTouch can't do this.
  • Good privacy settings for each page. I can set a new article to semi-private until it's approved to go live. And I can send a link to that page out for review.
  • Good tracking on each page history.
  • Ability to view and restore previous page versions.
  • I like the category search bars that only search the current category.
  • When they release product updates each Thursday, sometimes those break areas of our site. Either it interacts with and breaks our custom branding or it breaks the layout and responsiveness of existing pages. So far MindTouch has not been able to find a solution to any of my tickets on these issues. So that puts the problem back on us to go through all of our 3,000+ pages and apply a fix, or to rebrand certain areas like our customized search page which broke and was reverted back to default.
  • The reports could be more helpful. I'd like to filter these reports further before I export.
  • the search feature isn't strong enough. Doesn't always pull up the best results, and it's difficult to sort through the results and know what is what. Is it a video? An article?

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.

Read Kristen Kiley's full review
Lila Krutel Meyer profile photo
Score 8 out of 10
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At Gainsight, our documentation team members are the primary authors in MindTouch, but the published docs are utilized by other internal teams as well as our customers. We use MindTouch to share product release notes, user guides and admin configuration guides, tutorials, troubleshooting tips, FAQs, as well as some short feature overview videos. Our internal teams can submit feedback on individual articles directly in MT, and the docs team receives email notifications. Our Biz Ops team is working on documentation to support new customer on-boarding, and we're planning to host that in its own category on MT. Additionally, our support team is starting to use a private category on MT to host their internal technical documentation.
  • 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.
  • You can't easily manage the sequence of articles in a sub-category or guide.
  • If you are migrating documentation from another platform to MT, you may encounter a rocky road and lots of manual QA.
  • There's no real draft management functionality available. If you want to offer article feedback to someone, all you can do is enter text in a single comment box at the end of the article. As a result, we still use Google Docs for drafting and sharing articles for review, and then when they're finalized, we publish them on MT.
  • Some of their backend tools for reviewing broken hyperlinks, or locating unpublished articles, as well as their OOTB reporting options need improvement. They feel somewhat buried in the backend and inflexible; for example, you can't export a long list of records for easier review.
If you don't already have a documentation portal in place, MT is a great option. If you need to have private and public categories, and different people need to be able to edit/view articles in different categories, MT has the permissions structure in place to handle that. If you want to re-use content, including media, MT can support those use cases. If you want to present some articles in a path, to help users tackle a larger task or process, MT can do it with their paths feature.

If you're migrating docs from another platform, be sure to figure out how your existing article URLs will be handled. All of our old article URLs were broken in the migration, which created a bad end user experience that we were dealing with for several months.

If you need to have detailed reporting capabilities on user activity, you'll probably have to connect MT to Google Analytics or another tool.

Read Lila Krutel Meyer's full review
Travis Sousa profile photo
Score 10 out of 10
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MindTouch is being used by DealerTeam to the fullest measure.

Internally - Structured content allows for new hires to read self-help articles and learn about tribal knowledge without taking valuable time away from top producers. MT has saved time and improved the efficiency behind new and existing employee training. Team building has also improved as we can now share articles around the office by copying and pasting a link. Whether it's to answer an employee question or provide an answer to a client, sharing content is fast and easy.

Externally - A web centric knowledge base with public facing URL's for each piece of content!! Are you kidding me? Nope, that's what you get with MindTouch. Don't worry, you can keep sensitive content private with Roles and Permissions. Creating public facing content structured like a website has made a huge impact for our customer support channels. Self-help content available 24/7 has successfully catered to our niche in the automotive retail industry. With high turnover and constant re-training, our clients can now direct their employees to our Customer Success site and not our phone lines. I have personally reduced my time on the phone and webinars by over 50%.

Help Tickets - When ticket deflection doesn't serve up the answer automatically, our Agents are responding faster to help tickets through the MindTouch Service Cloud integration. The Genius Link displays top rated articles and provides matches based off key words for fast content sharing. But seeing the User search history is the real hero for customer support. Our Agents can track where the customer has already view content on our MT site making each response relevant and progressive when solving the case. Even when the answer is to draft new content, our customers' questions are perpetually dictating a better success site.

The DealerTeam Community - We wanted to build a community for our customers to get real value. The idea was to use SSO and provide a single place for customers to provide Ideas, access Knowledge, Release Notes, Cases Management, and The DealerTeam Academy for LMS. MindTouch is so progressive it already had an integration for our Customer Community. Using custom code to leverage the integration, we can provide our customers a seamless experience to content in MindTouch we used to create our Learning Management System. I cannot express the time saving advantage enough. Because MindTouch is structured in a way that promotes content sharing, we were able to leverage the platform to build our LMS and control the message delivered to every customer, no matter where they choose to access the content.

Organic Search and SEO - MindTouch puts Google to work in your advantage. I had no SEO experience prior to building the success site, so don't expect me to get technical here. By following SEO best practices and using the MT content structure, our published articles started to land on page one search results. The simple fact anyone can use their browser from any device and search for DealerTeam help content is amazing.
  • MindTouch has build a relevant platform to create and host public facing help content. It is easy to use yet robust enough to get highly technical with API's and seamless integrations.
  • MindTouch continues to revolutionize customer success. In the two years I have subscribed to their services, they continue to release new and useful features, educate and inspire the industry, drive innovation, and build strategic partnerships for long-term success.
  • MindTouch provides amazing customer and technical support. On top of a stellar product, they go out of there way to offer the best customer experience.
  • The Company Culture at MindTouch is impressive. Upon several visits to headquarters in downtown San Diego I have had the pleasure to become aquatinted with many of the employees. The company is comprised of stand-out talent and exceptional people working for the common goal of customer success
  • A dominate social media presence. If you want to know about MindTouch, you don't have to go very far. These guys are experts at what they sell and practice everything they preach.
  • Every emerging technology strives to improve. Not all problems are foreseeable and bugs exist. If I could dream up where MindTouch can improve, I can assure you they have already begun.
  • The standard pay structure of buying a full year in advance might be tuff for smaller startups
  • I would love MindTouch to provide video hosting as part of their service.
Because of the many ways MindTouch can be structured any business providing customer support and documentation can benefit.
Read Travis Sousa's full review
Carol Menzigian profile photo
Score 9 out of 10
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Initially, we chose Mindtouch as a solution for authoring and publishing technical product documentation and support FAQs/knowledge base. Operationally, we were looking for an out-of-the-box, cloud-based documentation solution where writers can easily create content, collaborate, and publish. For customers, we wanted to move from PDFs to self-service support. Mindtouch checked all these boxes for us. Feedback from the field has been positive.

Since our launch, other departments expressed interest in using Mindtouch for their content or are now using Mindtouch to publish best practices, videos, and other customer-facing content.
  • The initial launch - prepping the site for go-live. We were able to brand our site with minimal customizations and minimal technical support. Mindtouch provides a semi-structured architecture for organizing content - once you are familiar with this model - it was easy for us to organize our content.
  • The editor is awesome. Seasoned tech writers and occasional writers can easily write, and publish their content with minimal training and support. Tech writers appreciate abilities for advanced techniques, such as content reuse, linking, or embedding JavaScript. Occasional writers appreciate the ease-of-use and a familiar editor ui (such MS Word).
  • Publishing workflow and revision tracking. Tech writers working on content for feature releases appreciate the edit live or edit as a draft features. We use edit as a draft when collaborating with SMEs - enabling SMEs to co-write as a Draft Contributor. Revision history is great for either reverting content OR reviewing change history -- especially when multiple authors are involved.
  • Mindtouch is a great alternative to traditional technical documentation authoring solutions (HATs). We appreciate that content can be viewed as a knowledgebase and as contextual help from the application. My team is more productive and able to deliver more quality documentation - on time.
  • 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.
Mindtouch is great for organizations whose focus is producing content. You want to get ramped up quickly and maintain your site with minimum resources. It may not be a good solution if your organization has a complex content architecture, want to implement strictly structured content, such as DITA, or want to have complete control over maintaining the technology.
Read Carol Menzigian's full review
Patty Ewy profile photo
September 29, 2017

Using MindTouch

Score 7 out of 10
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We have set up a knowledge base for our organization. In our knowledge base, approximately 90 percent of the content is available to our clients, and all of it is available to internal users. Our company's support team is probably the biggest user of the content.
  • Handles renaming and moving topics very well. We are constantly updating and revising our content outline, both in its structure and in the terminology used. When we make those changes to the topic titles, MindTouch handles all the behind-the-scenes linking so that we don't inadvertently break things when we move and rename them.
  • Provides good options for presenting different content to different users. Besides the page permissions, we have set up different conditions so that even for a topic that is client-facing, we can provide extra, internal-only notes so we can embed extra information for employees.
  • Provides several ways for us to display different types of information. For example, most of our topics are general topics (reference and how-to) and a general outline type structure works best. But there are other parts of our contents (such as user permissions) where we can use tags to organize and group the information in ways that are more helpful for both internal and external users.
  • The limit on the number of images that can be attached to a page is just 100 images! We have thousands of images in our knowledge base, and have just embarked on another project to be sure that they are organized appropriately and that we aren't breaking that 100-image rule.
  • More on image management: it would be great to have a "where-used" type report that we could run on some image files. For example, suppose the image base contains ABC.png. It would be nice to see if any of the pages in the knowledge base use that file, so we can know if it is safe to delete the file.
  • API documentation. My MindTouch person has directed me to an API that would fix an issue I have (reordering topics within a guide) but I haven't gotten it implemented yet because I don't have dev-type resources to help me with this. (PS I realize your doc has greatly improved in the last few months and I appreciate that--I just want more!)
  • Our company releases its main product four times a year. On those days, we change the permission settings for the release notes so they're available to our clients, and then we "publish"--which means that we each revisit all the new drafts we have written for the new release and publish those. (We also have to upload all the new images, which is another issue. Why can't an image have a draft?) Anyway, it would be nice when you create a draft if you could specify a date when the draft was automatically published.
This has more to do with our company's implementation of MindTouch than the product itself. Our customers must sign into SalesForce to access our knowledge base. The knowledge base is on the first page that customers see, but it is buried way under a "feed." This is bad--users should be able to wander around in the knowledge base to see its structure, because that helps them learn the structure of the software, too. Our implementation also took the search bar in MindTouch away from external users, opting instead to go with a "federated" search bar that covers the knowledge base AND SalesForce topics. Don't do that either. Ugh.
Read Patty Ewy's full review
Ozzie Gardner profile photo
Score 10 out of 10
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We use MindTouch across the organization with the main focus on providing a support site for our customers. MindTouch allows our customers to self-serve as they bring on new products or introduce employees to new processes. We also utilize the privacy features available in MindTouch to provide information to partners and internal teams without exposing this information publicly.
  • Privacy - I really like being able to group people by user type, which allows me to create custom documents for the appropriate audiences.
  • User interface - The site is very organized, allowing me to easily group information in the appropriate silos.
  • Search - the search functionality is highly intuitive, and it is easy to customize the recommended result using tags and keywords.
  • I have had to institute a few workarounds to deal with issues with guide structure. That said, MindTouch representatives are quick to respond and work to keep you updated with the status of submitted tickets.
MindTouch is a very powerful tool for maintaining knowledge products for organizations of any size. It is the only product I have worked with that provides the ability to manage public and private content in a single location. With MindTouch, you no longer have to worry about maintaining multiple versions of documents or your teams requesting the latest version of a .pdf to send to customers. The current versions of any document can be formatted and stored in MindTouch and can be made available to only the users who need it. Most organizations require multiple tools to provide and maintain knowledge products for internal teams and customers. MindTouch is a one-stop-shop.
Read Ozzie Gardner's full review
Olav Andreas Frenning profile photo
Score 9 out of 10
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At FotoWare we use MindTouch to document the entire suite of Digital Asset Management software we develop and sell. We document user guides, technical configuration, and our API in MindTouch, and the documentation is made freely available for our customers and resellers at https://learn.fotoware.com. We believe a knowledgeable customer is a happy one, so anyone who's interested in our software can find ALL the information they need on the MindTouch site, without restrictions.
  • Weekly development cycles that mean changes and fixes are pushed to content creators quickly. We truly feel the MindTouch team is actively working to improve the service.
  • Content editing is fast and intuitive; linking articles, adding rich media, it works just as expected. Anyone who's learned the basics can add content that's meaningful and adds value to the documentation.
  • The search engine was a big thing for us - once articles are tagged right (we have a lot of content), related articles are REALLY related, and when searching users find the content we most want them to find. We all know Google is great at finding things, but the MindTouch search engine is fast and accurate. And it can be implemented in the browser's omnibox so you can trigger a search directly from the address bar in your browser. That's a big deal for me when I manage the content on the site.
  • The only think I can think to wish for is an improved video player. But we've got around that by embedding the Vimeo player directly through a dekiscript when we need it.
For a company that frequently updates large bits of documentation, or where several people work together on a documentation team, MindTouch is a perfect fit. We considered several options, but no one seemed to offer "the whole package" in the way that MindTouch does. Content management, indexing speed, search accuracy, and the possibility to integrate with Zendesk - these are the things that mattered to us, and we've never looked back.
Read Olav Andreas Frenning's full review
Tanner Volz profile photo
Score 8 out of 10
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MindTouch is primarily used by the product and client support organizations, with lighter usage by our sales, marketing, and technology organizations. Internally, it is the "source of truth" for complex customer-facing systems such as our APIs. Our client managers also depend on it to provide the latest versions of technical documentation for customers. They use it themselves for their own training as well to help support our customers.
  • Content management is excellent. MindTouch enables sophisticated content management features such as variable content, section-level reused, centralized management of assets such as images, and customizable content templates.
  • The "presentation" layer that MindTouch provides is very nice right "out of the box," and quite easy to customize for CSS-knowledgeable implementers. We've been able to maintain a very high-quality experience for our users, as a result.
  • MindTouch puts strong focus on SEO improvements and content usage during the buyer journey. While appreciated on its own, the real benefit of this bias, for us, is the granular permissions model that MindTouch provides to separate content for buyer personas from content for post-sales personas. This is often the same, but the ability to target content using privileges for different personas is very important to us.
  • The authoring and content maintenance experience is excellent, even before the new authoring UI that I know they are about to roll out.
  • Content hierarchy is difficult to maintain. Without a drag-able content tree/site map, manually moving around one topic at a time can be painful. Both organization and reuse could be simplified with a fully interactive site map.
  • The Lightspeed framework for content organization is too rigid. I appreciate it in concept but ultimately our organizational choices should determine how we use the tool, not the other way around.
  • It is difficult to incorporate third party extensions. I'd love to see a rich library of JS extensions pre-integrated and made easy to add to pages just by dropping it in, similar to page designers for modern blogs and intranets.
MindTouch is great for an online knowledge base. I haven't used any competing tools such as CRM tools with help center or knowledgebase options, such as Zendesk, so I'm not sure how it compares, but it has more or less convinced me to stay with the hosted knowledge base approach going forward. I wouldn't recommend it for larger technical authoring teams that need sophisticated workflows, scheduled deployments etc. Traditional technical content teams are still better off with XML or DTP-based systems with robust collaborative support, as well as better translation workflows.
Read Tanner Volz's full review
Harry Kaplowitz profile photo
Score 8 out of 10
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We use MindTouch to house all of our internal and external support content. It is a standalone site and we also surface it in-app for a contextual help experience. Last year we transitioned to support a self-service model of support alongside our dedicated support structure. MindTouch enabled us to enable our users to help themselves, before they filed a ticket.
  • Its editing functionality is very robust and allows us to create multiple kinds and formats of content.
  • Its API was flexible enough for us to create the solution we wanted, even though it wasn't supported out of the box.
  • Administratively, our account contacts have been fantastic, helpful, and very response.
  • We've always received great support when we needed it.
  • I would've said the WYSIWYG experience needed work, but that was recently addressed. There is, however, some visual cruft from the previous UI that could be ironed out.
  • Better API documentation and more support for contextual applications of the software. We had a pretty long road to implementation because updates on MindTouch's side that we weren't aware of broke our implementation. We addressed these shortcomings on our end since MindTouch couldn't commit to a solution that worked for us.
  • Some of the hierarchical choices that users can make don't feel like they're consistently applied throughout the experience.
I think for lean software companies like mine, MindTouch makes a lot of sense, especially if your content is very technical and robust. You want something more powerful and customizable than Zendesk but you don't want to pay for a solution as robust as Desk.com. MindTouch was a very good middle ground for us.
Read Harry Kaplowitz's full review
Ben Mo profile photo
Score 8 out of 10
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We use Mindtouch to host our external/public facing documentation for our payment/financing product.

The audience for this documentation is a wide range of users: web developers, marketers, project managers, accountants, customer service managers, etc. We've set up an information architecture within Mindtouch to distinguish the content for these distinct audiences.

There are several departments at our company that contribute to our Mindtouch content: Integrations, Sales, Client Success, Operations, and Marketing. I manage the contributors from those groups, and have trained them on the best practices and usage of the Mindtouch product.

With Mindtouch's versioning/draft management, and ability to arbitrarily include entire page contents in other pages, we can have multiple contributors to content without worrying about content being lost or going stale. We can also gate/hide content, and make it available to only user groups, allowing us to deploy public documentation to beta-product users without allowing others to discover it or search for it.
  • Simple GUI editing (WYSIWYG) while still providing full customization (HTML/JS/CSS).
  • Easy to use permissions and user roles schemes to control access to published content.
  • Extensibility via customizable templates, API integrations, and other dekiscript widgets.
  • Built-in versioning and draft system which allows for worry-free editing.
  • Built-in site templates, scripts, and stylesheets cannot be overridden or removed. Our extensively customized instance of MindTouch could be significantly simplified, more performant, and easier to develop on without those hard coded includes. Having the ability to start with a 'clean-slate' or to individually exclude resources would facilitate further optimization.
  • Permission/restriction settings can only be applied after the page has been saved. This makes it impossible to publish semi-private or private content without risking discovery.
  • Help widget integrations are limited by default to ONE for our instance. We'd love to adopt this feature but are not clear on why it's deployment is so restricted.
  • Need the ability to define arbitrary 'slugs' for pages, so they can be referenced via short names/URLs/paths. Currently content IDs are the only way to support this, and those have to be setup separately from the actual page authoring/editing screen. Not having this functionality also makes it extremely difficult to retire old content and redirect those page requests to some new content.
Suited for medium and enterprise level businesses where a user-friendly content management system is needed. It can be customized to suite a wide variety of use-cases and business requirements.

It is less suited for leaner or more developer focused organizations, that are more capable of hosting a code-driven solution for API documentation.
Read Ben Mo's full review
Tara Lynne Collier profile photo
Score 10 out of 10
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We use MindTouch internally and externally, to provide access to our base product documentation, learning aides, best practices, and more. Previously, we operated on a system of internal and client PDFs as well as an internal, un-curated, wiki product. Upon request our customers were provided documentation through email or via a file sharing service. With the previous hodgepodge system, we had little to no control over who could publish documentation, where or how it was transmitted, how it was organized, and a non-efficient method of tracking documentation age and validity. We were ineffectively educating our clients and our staff.
  • MindTouch makes it is ridiculously easy to create and publish media rich content. We enhance our information to accommodate all user learning styles with a mixture of information mediums, e.g., videos, images. The editor is intuitive, the system is stable, and permits a responsive delivery of content across multiple media platforms.
  • By using a cloud-based system to host our documentation, we are able to provide our clients access to information for new features timed with the initial release of the feature or when the client upgrades versions.
  • MindTouch allows us to write all content in a single product library and then re-use that content via multiple methods in our other libraries. We maintain a consistent message by utilizing their content re-use and workpaths functionality to use original content across multiple articles, that may differ in focus or audience, on the same subject.
  • MindTouch's permission system allows us to seamlessly display or hide information from users based on their access level or product version.
  • The lack of drag-and-drop for images was very frustrating when importing our documentation. We had documents with hundreds of images that had to be saved prior to uploading them into the articles; a silver lining was that after they were saved locally we could then copy / paste, skipping the multiple clicks to attach from file.
  • The Dashboard could use some improvements. The Draft Manager is not user workflow intuitive, doesn't allow starting work from the and then one-click back to view and updated the to-do list. Currently the reports are rudimentary and not intuitively named. But in the past few months they have moved more functionality into the Dashboard and they are working on the reports.
  • Working with drafts is awkward. Prior to publishing an article for the first time, the user is unable to view drafts along side live pages to visualize the addition of content in the existing structure. Users are unable to create anchors and links in / between draft pages, the pages must be published prior to linking to / from the page; requiring the user to publish and then un-publish or edit the page multiple times to establish links. Additionally, copying pages creates them live and permissions cannot be applied to draft pages.
I am a huge proponent of Knowledge is Power and a huge cheerleader of how easily MindTouch allows us to share our knowledge with prospects and end users. MindTouch is well suited to meeting our users' instant need of information at varying levels. MindTouch Responsive aides us in delivering our brand and information in a professional and consistent manner across devices.
Read Tara Lynne Collier's full review
Christopher Ryan profile photo
Score 8 out of 10
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We use Mindtouch for client-facing platform documentation and release notes. While the whole organization has access, this means primarily that client-facing functions (Support, Success, Services) are the internal users of our Mindtouch instances.
  • Content reuse across articles and dynamically updating articles based on linked content.
  • Maintaining linked structures despite article name and structure changes.
  • Anchor implementation.
  • Solid WYSIWYG editor.
  • Multilingual content without cross-instance SSO and a special config would be great (I know it EXISTS, it's just, a big undertaking for a couple reasons on our setup).
  • Better visualization for instance architecture/article hierarchy would also be super.
  • More robust user...usage? statistics and tracking, without having custom reports run.
It's great if you want to put together some articles that you're probably going to have to rename, relink, or otherwise fiddle with after the fact. It's less-great if you're trying to maintain multi-lingual instances with easy interlinking of instanced content (but really, nobody IS good at that, so).
Read Christopher Ryan's full review
Deborah Fuhrmann profile photo
October 11, 2017

MindTouch Review

Score 8 out of 10
Vetted Review
Verified User
Review Source
Currently MindTouch is mainly used by support to record our answers and solutions as well as our documentation team who publish our product documentation.
  • Easy to use editor.
  • Simple to build out structure and change as needed.
  • Resolution time.
  • Update on ticket status.
  • Better reporting for KCS metrics.
MindTouch is really great with content that is public and requires no restrictions for audiences.
Read Deborah Fuhrmann's full review
Paul Schwartz profile photo
October 09, 2017

Easily the best

Score 10 out of 10
Vetted Review
Verified User
Review Source
MindTouch is being used as an internal knowledge repository for our customer facing technology support teams. The content is created by the support team and the support leadership relies on the associates to consume the information. MIndTouch allows the support teams immediate access to development manuals, implementation team whitepapers and keeps a running record of all the information accessed by associates.
  • Allows for end user customization with standard HTML actions. This is beneficial because every organization is different in not just the data needed but also the intended look and feel.
  • MindTouch has a powerful search function and ranking abilities inside of the knowledge base. With out this support associates would have to spend more time than is necessary researching answers.
  • Overall ease of administration is a strength of MindTouch. The real effort is behind the layout and accumulation of data, MindTouch makes it "easy" to access the pertinent data once the configuration is complete.
  • While there is power in the back end configuration aspects of the tool set there are also limitations on the layout options. What ends up happening is that every company has a very similar look and feel to the knowledge base screen.
If there is a need for a consolidated view of the corporate data related to data MindTouch is the only solution I would consider. The power behind the views and history is not to be overlooked for any leader trying to gain an understanding of the consumption of information for an organization.
Read Paul Schwartz's full review
Dane Dreiling profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use MindTouch across our organization to store documents pertaining to training, forms, and miscellaneous guides and tutorials.
  • Stores high numbers of documents.
  • Simple, easy to use interface.
  • Has support available when needed.
  • Allows for a high level of customization.
  • The tiered setup of different article types can be confusing at times.
  • Links with different names cannot be dropped over an existing document and updated. In those cases, links must be redone.
Communicating information to employees and customers is a strong point, but the article type setup can sometimes be a bit of a challenge at first. However, that usually gets more self-explanatory once the user has utilized it for awhile.
Read Dane Dreiling's full review

About MindTouch

MindTouch is a leader in customer self-service software. According to the vendor, MindTouch brings the customer record (CRM) and customers’ self-service behavior together to better understand their experience with the brand. Additionally the vendor says companies like Accenture, ADP, McKinsey, Sprinklr, Whirlpool, and Zuora rely on MindTouch for effective self-service and because it helps them create actionable customer insights. MindTouch has been named one of 2017’s “Hot 100” best privately held software companies by JMP Securities. MindTouch aims to make an organization’s customers smarter, happier, and more successful.

MindTouch Features

Has featureCustomer self-service
Has featureAgent enablement
Has featureField service
Has featureContextual help
Has featureDocumentation authoring and publishing
Has featureCRM integration
Has featureHelp desk integration
Has featureTicket deflection
Has featureAnalytics and reporting
Has featureUser behavior insights
Has featureVersioning
Has featureKCS methodology
Has featureStructured atomic content
Has featureCustomizable Interface
Has featureMobile responsive layout
Has featureBI Integration
Has feature20 supported languages

MindTouch Screenshots

MindTouch Integrations

Salesforce Service Cloud, Google Analytics, Zendesk, SAP Commerce Cloud (formerly SAP Hybris), Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Single Sign-On (SAML 2.0), Salesforce Sales Cloud, Facebook, Twitter, LinkedIn, Google+, Contextual Help, SAP Cloud for Customer, eCommerce

MindTouch Competitors

Oracle InQuira, Bespoke in-house built XML publishing pipeline tools for HTML/PDF, Custom Self-Service tools

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?No

MindTouch Support Options

 Paid Version
Phone
Live Chat
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar
On-Site

MindTouch Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Countries:All
Supported Languages: All