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MindTouch is a versatile software that is used by various organizations for different purposes. One key use case is creating and updating …
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What is MindTouch?
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.
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What is MindTouch?
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.
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For the latest information on pricing, visithttps://mindtouch.com/info
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What is 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
- 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
MindTouch Screenshots
MindTouch Video
Customer Self-Service Optimizes Growth
MindTouch Integrations
- Salesforce Service Cloud
- Google Analytics
- Zendesk Suite
- SAP Commerce Cloud (formerly SAP Hybris)
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
- Single Sign-On (SAML 2.0)
- Salesforce Sales Cloud
- Google+
- Contextual Help
- SAP Cloud for Customer
- eCommerce
MindTouch Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | All |
| Supported Languages | All |
MindTouch Downloadables
Frequently Asked Questions
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.
Reviewers rate Vendor post-sale highest, with a score of 9.3.
The most common users of MindTouch are from Mid-sized Companies (51-1,000 employees).
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TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
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MindTouch is a versatile software that is used by various organizations for different purposes. One key use case is creating and updating knowledgebases for customers, allowing them to access the latest documentation via the web. This feature has been particularly beneficial for Cisco Infinite Video customers, who can easily find relevant information and troubleshoot issues without needing to contact customer support.
Another major use case of MindTouch is increasing the number of contributors within an organization and ensuring governance and oversight as the number of contributors grows. By using MindTouch, companies can involve both internal teams and customers in content creation, leading to a collaborative approach that enhances the accuracy and breadth of knowledgebase articles.
MindTouch is also widely employed as a solution for dynamically changing content as products mature and to stay ahead of industry changes. Its flexibility allows companies to adapt their documentation quickly, ensuring that customers have access to up-to-date information.
Additionally, MindTouch serves as an online help center where users can find dedicated and searchable documentation for software products. It is utilized by multiple departments in an organization to publish customer-facing and internal documentation, helping to update and maintain content efficiently.
Overall, MindTouch provides solutions for creating comprehensive knowledge bases, improving collaboration among teams, facilitating content updates, and enhancing customer self-service capabilities. Its versatility makes it valuable across industries, from technology companies seeking to support their products effectively to educational institutions aiming to provide a collaborative learning environment.
Users have provided valuable recommendations for using MindTouch. These recommendations include:
- Comparing MindTouch to other content/documentation provider software to understand its benefits.
- Prioritizing the creation of a clear content hierarchy before implementing MindTouch.
- Seeking help from MindTouch for migration and utilizing the available documentation.
Additionally, businesses should consider having a well-organized knowledge base, being prepared for customization requirements, and having a small team focused on regularly adding content. Flexibility in requirements and CSS/HTML knowledge can enhance the implementation process. Finally, having the Premium Support package can be helpful for the initial setup and launch of the site.
Following these recommendations can help businesses effectively reduce redundancy and optimize their use of MindTouch for content management and documentation purposes.
Attribute Ratings
Reviews
(51-75 of 110)Companies can't remove reviews or game the system. Here's why
We use MIndTouch to provide documentation for all our products via a web portal.
- Providing a structure to easily provide content.
- Ease of administration for users and assigning permissions for accessing data.
- Manipulating the data provided can be difficult and counter intuitive at times.
- Dekiscript is confusing.
August 02, 2017
Very good CMS with good collaboration tools.
We have been using MindTouch Responsive for about two years now, as a full replacement of an in-house help system for an e-commerce platform. MindTouch brought a highly improved experience for both users and authors of our knowledge center, simplifying the authoring and review processes, and giving us the option of managing multiple users, both internal and external.
Additionally, we received great support from our account manager and the MindTouch customer support team, solving the few issues that we encountered quickly and painlessly.
Additionally, we received great support from our account manager and the MindTouch customer support team, solving the few issues that we encountered quickly and painlessly.
- Easy to use editor
- User management
- The editor interface could be streamlined, hiding some unused features.
- Copy-pasting text from Word or other docs generates formatting issues, even with the editor's 'no formatting' option.
August 01, 2017
MindTouch is better than most.
We use Mindtouch to power both our external product documentation and internal support knowledge base. Our Mindtouch site allows us to target specific users and use cases, to spread awareness of our products, to enable externally facing teams to implement and support new and existing customers, and to scale knowledge across our entire organization.
- Permissions
- Reporting
- Design and customizability
- User management
August 01, 2017
Great Product
We use MindTouch across our organization for internal KBs (processes and procedures) as well as for our customers. Ticket deflection from customers is a big focus on why we have the product.
- Ease to create articles
- Search functionality
- Salesforce integration
- Permissions can be complicated and difficult to manage
- SSO integration
- Whitelabel
We use MindTouch for all product documentation. Myself and a colleague are Project Managers responsible for implementing MIndTouch. Our software engineers, and QA teams create content, our Marketing Department manages "look and feel", and our Product Owners approve and publish content. The Software Fulfillment team creates access to content. We needed a solution that allows us to dynamically change content as our products mature. Our industry is changing rapidly and MindTouch allows us to be nimble and stay ahead of those changes.
- MIndTouch allows us to dynamically change content as our products mature. In a fast moving industry customers want access to the latest content instantly. With MindTouch updating content is easy.
- Site management and security easily fits into our corporate infrastructure. The learning curve for managing the site was practically non-existent.
- The MindTouch support team is amazing!
- Creating consistent content is more difficult than it should be. As far as I can tell there is no way to enforce templates or styles.
July 27, 2017
Solid Package
We currently use mindtouch in two areas of our business providing a self help portal to both our direct clients and the parent base of clients who use our services. Our primary reason for moving forward with Mindtouch was to offset the amount of time our support staff spends with clients while solving a myriad of support related issues, but primarily to usher in an atmosphere of self sufficiency for our clients and their users.
- Training and staff interaction.
- Usability.
- Accessibility.
- Content creation.
July 25, 2017
MindTouch is really amazing.
We use MindTouch to power our support site. It is primarily used for customer-facing support, troubleshooting, and knowledge articles. We also use it for internal articles. MindTouch allows us to quickly publish articles, restrict access, and get the content to the audiences who need it.
- MindTouch allows multiple internal subject matter experts to collaborate on articles. SMEs can log in to MindTouch and edit content. Previously we were taking printouts of articles to meetings or receiving emails with revisions. With MindTouch, the SME goes to the article and makes their edits as a draft. Someone with publish permissions can review those changes for accuracy, spelling, grammar, etc., and then make the article live.
- MindTouch support is FANTASTIC. They are always willing to go above and beyond to answer a question - no matter how off-the-wall it may sound. Great response times for both email and chat. They're always willing and able to get on a screen share if necessary, too.
- Customization.
- I would like to see more development around workflow and process. Right now a contributor can create a draft (if allowed) but there aren't any specific notifications tied to this. It would be great to see notifications tied to a status change (Draft, Needs SME Review, SME Approved, etc).
- Reporting could be improved (and I hear it's on the way).
We use Mindtouch to power our support site and knowledge base.
- Powerful SEO
- Collaborative authoring
- Salesforce integration
- It could be easier to customize with your own styles
- More flexibility in content structure
- Better system for workflow management
July 25, 2017
MindTouch Review
We're using it for our internal and external customer support knowledge base. It is used by all of our customers, support team, and professional services team. It addresses our need for an actual knowledge management system.
- Easy creation of articles
- Easy editing/publishing workflow
- Connects with our CRM well
- Should have auto-numbering for articles
- Should make tables easier to customize
- Should have specialized boxes for information, notes etc
- Should have more granular control of email updates to followers/reviewers
July 25, 2017
MindTouch helped us pull it all together!
We use MindTouch as a training tool and repository for internal documentation. We also have a public portion of the site used as eSupport for our customer base. We limit the number of authors to ensure the accuracy of published information. MindTouch has become an integral partner. Our users utilize our MindTouch site daily and it has been a wonderful tool for us to quickly launch new information.
- The search function is incredibly helpful so that users can quickly locate what they are looking for.
- The ability to attach various file types allows us to store nearly all of our documentation in a single site.
- Allowing comments lets the user provide feedback to the admin when items need to be updated.
- The search function should continue to be enhanced to make it an even more useful tool.
- I'm not sure if it is possible, but when a page is being written, it would be amazing if the user could be prompted if similar content already exists.
- Drag pictures to imbed them on a page rather than just attach them!
July 25, 2017
Documentation that actually looks good
Mindtouch is used to host and compile documentation for our various products. Our developer network and APIs are hosted by Mindtouch. We do customize our versions to be radically different from what is available out of the box, but that is just because we like to have our own style.
- Their support is amazing
- They are extremely friendly
- The software may need to be customized to your liking by overriding the various HTML/CSS elements.
July 25, 2017
Good Times with MindTouch
MindTouch is being used as a knowledge hub. We will have instructions on how to use our software for our clients. We have subject matter experts (trainers) that are responsible for creation of content. I am responsible for distribution and putting the content into MindTouch. The content will be used by employees and customers. MindTouch creates the ability for us to display our content in one ordered place.
- MindTouch allows me to move content around and reorganize quickly without having to re-edit material.
- MindTouch allows me to add in material quickly and efficiently without much thought.
- MindTouch allows our clients to view instructions in an efficient manner.
- The team is amazing. I've had so many questions during this onboarding process and I can say they have all been answered quickly and efficiently. I couldn't ask for a better team to help me in this process.
- I believe MindTouch could use better instructions and onboarding. There was so much infromation, sometimes I just wasn't sure what to do with it all. I kind of felt that I was thrown to the dogs after I watched the three intro webinars only because I wasn't sure what I needed to do next. I felt they had terrific assistance from the team with answering any questions in this between time, however I would have liked something in my hands like a checkoff list that says I need to do this, this is coming up etc. I'm a process person, so I just like to see what is coming up.
- I would like to see a process in which I need to take to create the best online web knowledge base.
June 29, 2017
MindTouch Lets Technical Writers Be Writers Again
MindTouch is used to house our customer-facing enterprise product documentation. As a software company, this documentation is aimed at several personas, including business analysts, data scientists, IT administrators, and developers. The documentation team which is part of the engineering organization is responsible for all content creation. IT assists in the administration of the site to ensure quality and security. The engineering organization is responsible for distribution, but we do work lightly with marketing and product management to deliver consistent messaging across all our public-facing sites. While customers are our intended audience, our primary and secondary audiences will include all internal employees such as sales engineering, sales, marketing, enterprise architects, trainers, and engineers -- the latter provide peer review feedback on the technical accuracy of the articles. MindTouch allows us to create a single site which can be used by internal and eternal customers alike. We can use the Groups features to allow broad access to "draft" documentation prior to public distribution. We are able to make real-time updates to the documentation. We are able to continue work on the documentation long after code freeze on our products. We are also able to use APIs to import developer documentation into MindTouch without copying and pasting. Overall, it's an efficient time-saver with a decent search engine -- two of our primary business needs when we purchased MindTouch.
- Real-time updates to documentation without the need to compile documentation as with traditional doc tools. The interface is user-friendly so we can make quick edits to the documentation and publish it immediately.
- Search tool. Traditional doc tools do not have good search tools. While there is room for improvement, MindTouch is constantly improving the Search capability to allow for more targeted search results. The ability to set "recommended search results" is excellent
- User groups. The ability to assign Community users to a Group, and then assign that Group to "draft" documentation for early access and peer reviews has been a game-changer for us.
- More fine-tuning with the advanced search functions in the search tool. A better UI for advanced searching would be great.
- Track changes for drafts. The need for tracking changes between drafts is critical. More editing tools is a must to help writers. Currently, our writers still feel the need to use MS Word while drafting for their track changes tool.
- Our developers would prefer the elimination of dekiscript in favor of javascript.
June 27, 2017
MindTouch Helped Us Improve Customer Self Service
We use MindTouch as our primary knowledge base for our external customers. It is open to all and is available from our corporate site and many of the help buttons in our software. Our support team is responsible for content creation and we have one or two reviewers who finalize and publish the topics. It allows our customers to access knowledge base topics and helps us deflect support tickets.
- MindTouch's support is terrific. They are very responsive and helpful.
- MindTouch makes it easy for customers to find the information they need to solve or answer their basic support questions.
- Once set up, it is easy to write content in MindTouch.
- Use of Deki Script requires a long learning curve and difficult for just anyone to get started.
- Some of the templates are hard coded and and difficult to manage.
- Help Content from MindTouch is not very easy to understand and follow, if available at all.
June 25, 2017
MindTouch Ratings from AZCTECC
Currently our organization uses MindTouch to host our articles/resources for our member users to download and use in their classrooms. We have a team of lesson writers who create content/resources on a daily basis. We distribute the information by communicating via email or professional development courses. Teachers, administrators, and educators use our content. MindTouch allows us to reach teachers/educators in remote areas of our state and seamlessly provide information.
- Support service has a fast response time. Very often we need to have answers provided in a quick manner since our educators have limited time to address problems.
- The ability to export a user report would be useful.
One of the challenges Newmar deals with is documentation. Our products are comprised of so many components from different manufacturers that keeping up with their literature and documentation can be overwhelming -- not to mention our own documentation that we need to keep up with. Because of MindTouch, Newmar is able to cater to our customers' information needs like never before. We are now able to provide coach owners and service technicians with instant access to the information they need when they need it.
My department, Technical Publications, is responsible for adding and maintaining our MindTouch content. We make use of the aging, traffic, and content rating reports to keep up with what's most important to our users and help prioritize our focus for research, technical, and editorial reviews. The MindTouch framework makes it very easy to add to and update our functional and technical guides and articles as new/relevant information becomes available. Aside from the great web UI and framework of the product, MindTouch offers a very well-documented API that we use for programmatically adding users, adding and updating content, and maintaining permissions.
MindTouch has made such a profound impact on our ability to get relevant, up-to-date information in the hands of our users that we will soon be creating our coach owner's guides exclusively from our MindTouch site.
My department, Technical Publications, is responsible for adding and maintaining our MindTouch content. We make use of the aging, traffic, and content rating reports to keep up with what's most important to our users and help prioritize our focus for research, technical, and editorial reviews. The MindTouch framework makes it very easy to add to and update our functional and technical guides and articles as new/relevant information becomes available. Aside from the great web UI and framework of the product, MindTouch offers a very well-documented API that we use for programmatically adding users, adding and updating content, and maintaining permissions.
MindTouch has made such a profound impact on our ability to get relevant, up-to-date information in the hands of our users that we will soon be creating our coach owner's guides exclusively from our MindTouch site.
- What really sets MindTouch apart from other providers I’ve worked with is that the people who know so much about the product also understand how their customers actually use the product. That had a profound impact on our setup, configuration, implementation, and rollout. One of the most refreshing things that MindTouch demonstrates is that they don't expect everyone to use their product exactly the same way!
- Once we signed our contract we moved into the on-boarding process, which was practically the easiest part of the whole thing. It was unbelievable to see that all of their checklists and documentation for setting up our site was openly available on the MindTouch customer success website. Having access to that information during the sales process allowed us to see what was coming and what to expect along the way. Beyond the documentation, though, our Implementation manager guided us by making sure that we understood what we needed to do and how to use the product to accomplish the task at hand. Whether we were following the process for standard functionality or delving into a question/feature/use-case for our specific implementation needs, she would walk us through a hands-on demo or facilitate a meeting with a subject matter expert to be sure we were well-trained. By the time we were finished with the training we were well “on board” with MindTouch.
- I can’t talk about a successful sales and on-boarding process without also mentioning the pleasant, timely, and very helpful assistance I’ve received from customer support. They have answered several questions and helped troubleshoot some things with me. I have also quickly come to count on my rep as a valuable resource for some of the deeper functionality/programming concepts of the product! There have been occasions where my questions/incidents have been escalated to him and he’s known the answer right off the top of his head, and there have also been a couple times that he has gone further up stream to find an answer for me. All in all, the customer support team has been very timely, responsive, and helpful.
- As if all of that isn’t enough, though, I’ve even received some personal follow-up messages from one of the VPs. Of course, anyone would expect an executive in that area to be polite and courteous when dealing with a customer, but aside from that what I have seen is that he rolls up his sleeves and gets directly involved. I’m sure that some of the things he’s communicated with me about could have been left for others in his team to take care of, but the fact that he handled them personally is a characteristic I admire. That's something I look for in the leadership of the companies I choose to do business with because it speaks volumes about the culture of the organization.
- I was told up front about the ways that MindTouch interacts with its customers to be sure they are happy and getting the most out of the product, but I never expected the experience to be this good! Everyone I’ve had the privilege of coming into contact with at MindTouch has consistently proven this and reinforced the fact that I made the right choice with MindTouch. I’ve never had such a pleasant overall experience with a product, and I’m looking forward to our future success with this partnership.
- One of the challenges we have with using the MindTouch framework is the inability to list an article in more than one location throughout the site. The MindTouch workaround for this is to create a new page and link the content from one article to another. This is acceptable, but far from ideal because it creates several challenges for my department as they try to configure the site to work for printing owner's guides for multiple products.
- MindTouch has developed "DekiScript", which is both a positive and a negative. While it provides convenience within the product, there are a few "shortcuts" that seem to be missing. One example is in creating a PDF of a guide or page in responsive. Since Responsive doesn't yet have any obvious means of creating a PDF, it would be most helpful if there was a "page.pdf" shortcut that would produce the url for doing so. Instead, you have to jump through a few hoops to get what you need to piece together a relatively simple thing. This forces unnecessary complication back onto us to manage with the rest of our content.
MindTouch is broken into three parts: Product Documentation, Support Knowledge Articles, and Internal BluB0X Process Documentation. I am responsible for the direction and high level architecture of MT. I have a direct report that is responsible for the technical details (CSS, Java Script, Deki script) and for developing templates to ease creation of new content. The two of us are responsible for new content and ensuring the reviewing of existing content is done. The readability and SME content review is assigned to other people, but we are responsible to make sure the reviews get done and for ensuring the content adheres to our content standards and style guide.
Except for internal process documents, all our content is all public, we are targeting two groups of people 1) Our direct customers AKA Integrators, 2) Their end-customers that will use our product as part of the Integrators solution.
The two key problems we want solved by MindTouch is to train our customers via on-line documentation and to deflect support calls via KCS Just in time solutions.
Except for internal process documents, all our content is all public, we are targeting two groups of people 1) Our direct customers AKA Integrators, 2) Their end-customers that will use our product as part of the Integrators solution.
The two key problems we want solved by MindTouch is to train our customers via on-line documentation and to deflect support calls via KCS Just in time solutions.
- Very responsive design. Very simple, but powerful tools to make the documentation interesting to the eye.
- Intuitive WYSIWYG editing. For our reviewers, who are programmers, they are not interested in being power editors or spending any time learning a new tool, so the WYSIWYG is crucial to get them engaged in getting our documentation to be A+ quality.
- Content re-use is great. Simple tweaks to include all or part of other articles, another tweak to include the header or not. This means that when I find a better way of stating something I can change it in one place and get the improved documentation.
- Using drafts and the draft tool is simple and easy to use. Helps us keep track of what is being worked on currently.
- WYSIWYG editing around or in tables can re-write the customer css that we have in place. The edit does not even know that it has been re-written.
- When a reviewer is reviewing a document it would be good to be able to highlight and area of the document and add a comment. Right now you can add a comment into the document but it is inline and does not highlight the section being commented on. MS word does this very well. The comment should also include the name of the person leaving the comment.
- It would be nice to have a few real world examples of how other people setup MindTouch that we can blatantly rip off. I am sure that many of the things we are doing are not unique, so would be nice to share code or best practices. Being pointed to other sites is nice, but unless you can look at their code it only touches the surface.
MindTouch allows our clients to seek information on, and updates of, our school-related software.
- MindTouch makes it easy to have templates and self-help instructions so that a variety of teammates can contribute without a ton of learning curve.
- The MindTouch search engine makes it easy for our clients to find what they need.
- MindTouch created an easy ability to add and control users. And we found the page-level security meets our needs.
- MindTouch's flexibility means you can get the organization and look you want, without needing a degree in html.
- MindTouch support people genuinely care about my success, are easy to get to, respond in a reasonable time period and are both knowledgeable and down-to-earth.
- MindTouch (MT) bought the text editor from someone else. It lacks precision, flexibility and features. Word can do many things the MT editor cannot. Photos can be hard to place and run text around them without awkward spacing. The tool to place text near photos needs improvement from its present level of zero. Photos cannot be cropped. Placing a photo in the middle of a numbered list will require a big time investment. The text frequently loses "normal" and needs to be re-defined. Pasting text into an article never is formatted correctly the first time. It would be nice to be able to do text boxes, like Publisher allows. Presently, all copy runs the full width of the only text box you get.
- MindTouch's support people often like the enhancements I suggest but getting them into the product -- if it happens at all -- takes too long. MindTouch does many admirable big-picture things but needs to pay more attention to enhancement suggestions and improving its text editor.
- When you are in any of the control panels or behind-the-scenes control areas, why do you have to close that page -- actually close out of MindTouch and then go back in, to get back into the text editor?
- The "views" counter on each page is very difficult to reset. You have to export the page, delete it and then import it back in. This would be less necessary if we, as clients, could control when the counter starts. Currently, it starts when the page starts, so every time you access the page as you construct it counts as a view -- actually, in our install, it seems to count as TWO views. That's like having your traffic counter on your highway count all of the construction traffic before the road was opened to the public.
April 07, 2017
Mindtouch Review, Looking for more robust doc features
Mindtouch is the documentation authoring tool that is used for both Internal and Customer requirements. We use our doc portal for all our documentation needs. Our portal serves as the one stop shop to search across content, and provides the content visibility to our internal teams across different products.
The writers and the engineering are responsible for providing content relative to content type. The documentation team is responsible for distribution and administering audiences with permissions. Our content is consumed by the Customer audiences, Support, Training, and Product Dev.
Mindtouch helps resolve issues we have had in the past of using one portal to access all content across our products where you can use the Search feature as opposed to using Search across Guides/PDFs
The writers and the engineering are responsible for providing content relative to content type. The documentation team is responsible for distribution and administering audiences with permissions. Our content is consumed by the Customer audiences, Support, Training, and Product Dev.
Mindtouch helps resolve issues we have had in the past of using one portal to access all content across our products where you can use the Search feature as opposed to using Search across Guides/PDFs
- Content Reuse: This is a great feature, allows the doc team to use single sourcing as opposed to our previous solution
- Linking Content: Excellent feature, reduces time and improveds usability for our customers
- GUI Interface: Ease of use
- Revision History
- Creating PDFs of more that 50 topics /pages. Ease of use of PDFs. This is an important ask that allows us to continue/discontinue with the tool
- Applying Templates to a topic that we are editing.
- Would like to see some flavor of collaborative Review Tools
- Content Reuse: Wish we had an exception rule
- Linking Content: UI is so cluttered especially when the links all have similar titles. It just seems like a very busy list of choices to select from which does not allow you to view the end of the link (string)
April 05, 2017
Educational Use
We use MindTouch to host curriculum for approximately 2,000 teachers. This allows teachers to access curriculum whenever and wherever they are.
- It is easy to load material.
- They provide good customer service when there are questions.
- The user list should be able to be downloaded (CVS).
January 02, 2017
MindTouch a social sharing of knowledge experiences.
The MindTouch application is currently integrated with our CRM system to provide knowledge search, linking, and creating in the workflow for support agents. Additionally MindTouch is part of our customer service request creation workflow, presenting customers relevant knowledge articles for their inquiry. Articles are drafted and published by support agents on the solve side. Product mangers are able to include the product documentation part of the evolve loop. Future plans are for manuals to coexist in a single repository for internal and external audiences. The collaborative structure of the application enables the different teams a work space while also providing a hierarchy layout and security to either audiences or document types.
- Simple straight forward content editor. Once articles are published content is indexed very fast.
- The options for content layout enables for quick publishing while also allowing for customization appearance if desired.
- The reporting features of MT are limited. The application does not provide for granular level of reporting for authors activity in one central location.
- The reporting suite does not show who is looking at content - internal or external users.
- The application does not provide a simple easy to use break down on the number and type of categories/guides/articles.
December 19, 2016
Operations Manager's MindTouch Review
Mindtouch is being used by our organization as a center for our training material for our employees, partners and homeowners. It holds comprehensive training documents, interactive training videos and process documentation. The process development team is responsible for content creation and distribution. The business problems Mindtouch helps resolve is ensuring all of our operating practices are well documents and in one place.
- Training Materials
- Ease of Access
- Customization
- Can't think of any cons at this moment
October 31, 2016
MindTouch is great!
We currently use Mindtouch in order to provide "How-To" guides and updated information to our users for our software product. We have a team of trainers and consultants who act as subject matter experts in creating the Mindtouch content about our product. We have a content production specialist that approves the articles and oversees the organization of the content. We also have a marketing content specialist that is responsible for checking the actual content itself. Mindtouch address getting more information and help accessible to our users in a fast and easy way.
- Contextual Search
- Ease of Use for the end users
- Ability for Users to respond to the articles
- Linking feedback or ratings to a software enhancement process
- Linking to a User Group/Community software
- Documentation could be improved - onboarding wasn't that easy
October 31, 2016
MindTouch works the place!
We are using MindTouch to create a knowledgebase for customers of the Cisco Infinite Video line of products. Currently, we have 2 technical writers and one SME adding content. As content becomes available (the product is in its infancy), more writers and SMEs will begin to use MindTouch. Distribution will be through our website administered by MindTouch. Our users are cable operators in several different countries. MindTouch allows us to create and update our documentation on the fly, giving our customers access to the latest documentation via the web.
- MindTouch allows people with multiple levels of expertise to contribute to the product documentation.
- MindTouch allows us to present the user with the most up-to-date documentation possible.
- MindTouch makes content creation fairly easy, with templates and use guidelines.
- We struggle with customizing our site, because so much of MindTouch is 'behind the scenes' and difficult to discern. We can't see how they are using certain things (for example, one variable that we used as a glossary popup was 'JSON' - we had to change it because it blew our site up).
- MindTouch does not allow two people to edit a page simultaneously. It does, however, warn you that someone else is editing the page.
- The location of content in MindTouch is not always apparent. We struggle sometimes finding the pages that we've created. A more streamlined approach (like a file system) to content management would be nice.
October 07, 2016
MindTouch Does It All
MindTouch is currently used by XRS Corporation/Omnitracs as a knowledge base platform for our web-hosted product. Internal users, primarily the support group, also use MindTouch to view all support related documentation. The technical documentation group is responsible for content creation for the majority of our MindTouch implementation. The same group is responsible for distribution as well. The support and IT groups are responsible for updating their areas of MindTouch.
MindTouch allows a secure method to distribute product documentation to approved users. Also, documents, such as release notes or other guides, can easily be hosted in MindTouch as PDF files our customers can download.
- The MindTouch interface is very easy to use. Any user who has used a basic word-processing application can immediately jump in and begin making updates to topics using MindTouch.
- The support group at MindTouch is top-notch and has been an extremely valuable resource over the past several years. They have helped me with all aspects of our MindTouch sites, from basic usability questions to more complex configuration requirements for our products.
- I would like a report on attachments status. I would like the report to list each attachment and what other topics link to the file. I would also like to generate a list of attachments that aren't used, so we can remove them.