Beginning phases of transitioning to MindTouch
February 02, 2016
Beginning phases of transitioning to MindTouch
Score 8 out of 10
Vetted Review
Verified User
Software Version
MindTouch 4
Overall Satisfaction with MindTouch
Our company uses MindTouch for all of our customer-facing product documentation. It's also used for collaboration with customer-facing internal teams. Product managers, sales, client services, and technical writers are all responsible for content creation. The senior technical writer (me) is responsible for final approval and distribution of content. MindTouch solves the business use case of providing a way for our external customers to locate information quickly. It also allows our internal teams to create and modify documents themselves directly in MindTouch through a drafting and approval queue (a true documentation workflow) rather than submitting requests through email or a separate ticketing system.
- Customer Support
- Account Management
- Training Resources
- Editor is not easy to use unless you are an advanced user that uses the editor daily
- Import/export of common file types, such as Word, is difficult or only done by manual copy-and-paste.
- Setting up the right user experience (branding, interface layout, and content structure) is a manual process, and not out-of-the-box ready
- I have not used the software or have been with the company long enough to see ROI.
The account management and customer support from MindTouch made up for some shortcomings in the software itself (which will hopefully improve with time). The responsiveness of the customer support staff is superior. It's easy to get our questions answered by MindTouch in a professional, prompt manner. We did not have the same experience with other companies.