- 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.
- 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.
- 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.
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.
- 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.
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.
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.
- 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.
- 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.
- 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.
- 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.
- 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.
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.
It is less suited for leaner or more developer focused organizations, that are more capable of hosting a code-driven solution for API documentation.
- 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.
MindTouch Review: "MTRes: Great for Dumb Fiddly Crap and Frequent Mistakes, Lacking in Weird Edge Cases"
- 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.
- 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.
- 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.
- 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.
- 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.
- Their pre-sales team did a great job showing their value and ensuring our product team understands their proposition is exactly what we needed, they were very open and creative about the contract and wanted to help us with our migration from our existing knowledge base.
- The Customer Success team works for us to help us go live ASAP.
- Although our timezone difference is not small they invested a lot in working with us and want to help us succeed.
- The platform articles management is amazing, we have over 600 articles in 7 languages and this is one of the reasons we migrated from Zendesk.
- We need an efficient platform to create and update multiple articles on a daily basis and this a great value we got from MindTouch.
- The migration process wasn't as fast as promised, we were told it will take 5 days and it took longer, we do have a lot of articles but it was crucial for us.
- The portal design is limited and we found out about it after we finalized our design, we had to go back and redesign according to the new restrictions and it doesn't look as perfect as we wanted.
- In the presales stage we were told the migration from Zendesk will be transparent including our current links, in the end we had to change our links and built a solution to redirect from a link to MindTouch link, that was a crucial point which we would have wanted to know earlier.
The customer success team, sales, and presales will do a lot to support you and want to help you succeed.
You do need a good BI team who is able to help in the integration and migration to MindTouch, it's not trivial and plug and play.
- Versioning-- so you can roll back or compare to previous doc versions.
- Customer support-- friendly and timely, I get emails and/or calls usually within hours of submitting a support request.
- Linking, permissions, image handling, table creation -- all of the basic tools needed to create documentation.
- Oddly, MT disallows h1 heading tags that you enter, MindTouch downgrades to an h2 heading tag.
- Link checking is missing because when third party tools try to check links, MindTouch will create a bogus page so the link doesn't break. But we'd like it to break so we know the link is broken. Linking to bogus pages is unhelpful.
- The editor tool bar remains on the top of the UI. So, many times, you have to scroll to the top of the screen to do things that would be very simple if the toolbar floated on the top of the screen.
- Good customization with server side and client side scripting
- Highly configurable via templates
- The following video discusses some limitations of the product experienced by Wind River: https://vimeo.com/226471894/b608ca79c5
- MindTouch provides world class support with a personal touch. Recently, I submitted a help ticket. Not only did I have an email response in less 30 minutes but next thing I know my phone was ringing with the support representative personally checking with me to see if I was satisfied with the response and if I had any other questions
- We've found the MindTouch solution to be intuitive and easy to integrate into our operational processes. Our initial decision was the old 'build' v. 'buy' and after working with MindTouch software and team 'buy' was most definitely the best decision
- During our initial Minimal Viable Product (MVP) our knowledge base we had no resource for styling and brand matching to our core platform. I attended the reception at MindTouch's new Galactic Headquarters where I had the good fortune of meeting Kristina Bethea, Customer Success Engineer. Within a week she reviewed our core sight and performed some lightweight styling that really made splash with our launch.
- It's hard to find areas for improvement for MindTouch. We found the reporting for none authenticated users a little light. However, we found it easy to create a GA account and link our UA# in the system
MindTouch Scorecard Summary
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