MindTouch is powerful and easy to use knowledge tool | TrustRadius

Overall Satisfaction with MindTouch

Use Cases and Deployment Scope

We use MindTouch to create and distribute
information and support to our customers and our employees. Our training
department and myself primarily create content. Our marketing department,
training and support departments all help with distribution. Support and
training are the business issues that MindTouch addresses.

Pros and Cons

Pros

Their support is very good. They are knowledgeable and helpful.
The layout and look of the site is nice but the power of its customization is amazing.
The intuitive nature of the product is also a strong point.

Cons

Improvements in user management. For example, default group membership for new users would be very useful. Also being able to do more to users in a grid view would be nice.
While customizations are possible and the sky seems to be the limit, I feel some things should be easier to customize via options rather than needing to code. For example, it would be nice if I could just turn off the menu strip in F1 windows.
More analytics are reporting would be good, especially on the content management side.

Return on Investment

We're still a little early into it to judge these things.

Alternatives Considered

ScreenSteps

Mindtouch has tighter Salesforce integration than ScreenSteps.

Other Software Used

Salesforce Service Cloud, TaskRay, ReadyTalk

Likelihood to Recommend

For an open help resource I think it can't be beat. It's a bit weaker when having to keep your resources protected.

Using MindTouch

Users and Roles

34 - Training, Support, Development, Sales, Corporate, HR, Accounting

Support Headcount Required

4 - The most important would be a strong IT background. Secondarily, a CSS and HTML developer.

Business Processes Supported

Support
Training
Product Documentation
Service Documentation

Innovative Uses

Hosting our video library (in Conjunction with Wistia).

Future Planned Uses

Perhaps a stronger on-boarding process.

Likelihood to Renew

10

I expect to stay on it unless service degrades or business reasons force us to move on.

Using MindTouch

Usability

7

It takes some learning. Once you've learned it it's easy to use.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Well integrated Consistent Convenient Feel confident using	Lots to learn

Easy Tasks

Document editing
Image loading

Difficult Tasks

Embedding Wistia videos is a bit awkward for non techies.
Customization is easy IF you are a web developer.

Mobile Interface Availability and Impressions

Yes, but I don't use it - Seems nice but I don't use it.

Comments

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