Beginning phases of transitioning to MindTouch
February 02, 2016

Beginning phases of transitioning to MindTouch

James Passey | TrustRadius Reviewer
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.
It's well suited for customer-facing documentation. The interface from a client perspective is easier to use than other software. It less appropriate for internal collaboration, such as engineering tasks in an agile development and software release environment. We use different software for those cases. It would be helpful to have one centralized solution instead of juggling between separate systems.