MindTouch - is it right for your business?
February 02, 2016

MindTouch - is it right for your business?

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

MindTouch 4

Overall Satisfaction with MindTouch

We use MindTouch to manage the content on our support portal. Content is either created by myself, or a member of our customer success team. When content is approved it's published instantly on the portal - there's no additional distribution required. The portal is mainly read by our customers who need help with education or troubleshooting our product. As a DIY SaaS platform, giving our customers a self-service support option helps customers find answers quickly, as well as reduces our customer service work load.
  • SEO - Compared to other platforms, MindTouch has auto-generated sitemaps, custom URL structures, meta tags, etc. They've got all the SEO features needed for a comprehensive content strategy.
  • Account management - The team at MindTouch is really engaged with their customers, and have always been friendly and helpful.
  • In-product help - MindTouch has a great system for opening context specific help articles in-product. This has been the main differentiation between MindTouch and other platforms.
  • The MindTouch CMS' WYSIWYG editor sometimes adds arbitrary styles and formatting to your article. So many times I have to go into the source/code editor to clean this up. I feel for the price, MindTouch should really do a better job of this.
  • Despite the number of times MindTouch has attempted to explain Genius link to me, I still don't understand the business case/benefit of it. Just make a great support portal - this seems unnecessarily complex.
  • The biggest con is the price. MindTouch is NOT a cheap platform. Be careful, because once your content is in and set up, moving is very painful.
  • We've seen a lot of traffic come to our portal from the in-product help. We don't have any quantifiable way to measure the impact of this.
  • The ticket deflection form has been useful, and we feel this has helped deflect support ticket submissions - but again, there's no real way to quantify this.
  • Including in-product help has been a big selling point on some of our business development deals.
Where MindTouch really stands out is the in-product help. None of the other solutions have comparable in-product help. In fact, when I called and spoke with a Desk.com rep, she wasn't even sure what I was talking about and had to check with a supervisor.
MindTouch's largest disadvantage is the price, when compared to the other systems. If you don't have a support team, the MindTouch might be the way to go.

But if you have a support team on Zendesk or Freshdesk, you're looking at a comparable annual cost to MindTouch - but you get ticketing as well as a support portal. MindTouch does have some nicer SEO features, but is it that difference alone worth the cost?
MindTouch seems to be better suited for enterprise documentation. For small, agile startups - MindTouch is really overkill. The article organization and structure doesn't really make sense for what small teams would expect out of a support portal. As a platform for developers to update documentation, this would make more sense.