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- Supported: Customer self-service
- Supported: Agent enablement
- Supported: Field service
- Supported: Contextual help
- Supported: Documentation authoring and publishing
- Supported: CRM integration
- Supported: Help desk integration
- Supported: Ticket deflection
- Supported: Analytics and reporting
- Supported: User behavior insights
- Supported: Versioning
- Supported: KCS methodology
- Supported: Structured atomic content
- Supported: Customizable Interface
- Supported: Mobile responsive layout
- Supported: BI Integration
- Supported: 20 supported languages
- Oracle InQuira
- Bespoke in-house built XML publishing pipeline tools for HTML/PDF
- Custom Self-Service tools
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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.
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.
- 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.
Not so good for large knowledge bases, where most of the contribution is done by non-pro technical writers.
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.
- 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
- 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.
- Easy to create articles
- Easy to search for them from google
- Easy to organize content in a way customers can find the topics they are interested in
- Once in an information area it can be difficult to zero in on the article of interest. Additional filter options could be useful.
- More templates
- Better batch operations to simplify reorganization and restructuring of content
- 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.
- Notifications of updates / changes that may impact service or performance
- Easy to access support and receive assistance or answers
- Knowledgeable staff
- We find the whitelisting process to be unnecessarily slow.
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.
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.
- The authoring environment is easy enough to use.
- Customer Service reps are responsive and resourceful.
- User experience. The product's UX is fragmented and it's hard to figure out how to do some certain very simple, important things.
- Many aspects of the product don't really meet industry standards for technical communication. They seem to have been cobbled together by people who don't fully understand what technical writers do. Product updates really don't address these issues. Folks in sales and support sometimes imply that the authoring platform MindTouch has created is the only way to do create documentation, which is counter to the experience of those of us who've been in the industry for any length of time.
It's more appropriately used by dedicated tech writers than those in other roles, because there's a bit of a learning curve due to some of the oddities with the product. Those include strange, proprietary templates and complicated customizations.
I wish that MindTouch offered true structured content. For example, when I add a link to another doc, I'd like its short description to show up beneath that link, so that readers can find out what they're getting if they click. DITA offers this, but the folks at MindTouch don't seem to be aware of DITA or structured authoring in general.
Overall, I think that the jobs of CSMs and support folks would be easier if the product weren't wonky in some ways. They seem to have to do more "workarounds" for basic functionality that should just work out of the box.
- SAML interface is great for updating user table based on passed parameters.
- Good flexibility in tagging and categorizing content.
- Inflexible structure. The arbitrary enforcement of 'categories,' 'guides' and 'topics' are arbitrary and force awkward structuring of content.
- Support for external editors (e.g., emacs or similar) and other tools. The WYSIWYG editor is basic, and the source view is missing tools (e.g., multi-file search and replace).
- Total lack of feedback on feature requests. Over the course of our experience, our team has made multiple requests which seem to drop into a black hole. There is no feedback loop to customers on status of requests (which for users = gaps).
- Easy to use editor.
- Simple to build out structure and change as needed.
- Resolution time.
- Update on ticket status.
- Better reporting for KCS metrics.
- 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'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.
- Flexibility of formatting in documents
- Works in a browser
- Usability -- things from save buttons (not where I expect them to be) to buttons for enabling formatting options in a document (looks clunky, like Word from the 90s).
- Heard from our development team that changing layout wasn't easy, and so we're stuck with a layout on our documentation landing page that is subpar.
- Integration with our SSO was clunky and has resulted in many bugs and my constantly getting logged out of MindTouch
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.
- The WYSYWIG editor enables content creators and editors to preview how published content will look.
- The conditional text style enables us to tag proprietary information in customer-facing content, so that only readers with the appropriate permissions can view that content.
- The automatically-generated table of contents in certain templates makes it easy to let readers search documents by header.
- Editor has no option for including a bulleted list within a numbered list (something possible with traditional word processing software), a feature often needed in creating technical documents.
- Would be nice to support more than one language per license, for content that must be localized to many languages.
- Can't preview end-user content before the document is published.
- 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.
- Good search engine
- Easy-to-use editor
- Mobile access
- Customization is complicated and limited
- Should offer ability to save selected topics to a favorites list and then generate PDFs that include any number of the favorite topics and in any order
- Content lists are arranged arbitrarily in alphabetical order
- Searching for content across range of documents, not just within individual documents
- Accessing content via mobile devices
- Streaming video
- Setting content access permissions for individual users or user groups
- 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.
- Responsive images and content to different devices (mobile, web, etc)
- History tracking, knowing who made what changes within articles
- Ability to keep drafts or parts of the website unpublished or only viewable by a few people
- It takes a long time to fix bugs
- Our software users do not like the MindTouch base template, they find it hard to navigate. And since we do not have developer time to adjust the template it is what we have been using. it would be nice if there were a few design templates to start from so you don't have to have a full time developer on the team
- Image repository is confusing - sees like a good idea but execution and UI/UX is not smooth
We like the ability to insert tables to keep our content organized, we like the ability to insert images, we are just starting to use the learning path feature.
It would be better if there was an easier way to insert video content than needing to have a YouTube account.
Response time is very good and support agents are very nice and polite. At times though it just seems too complicated.
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.
- 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.
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.