Ideal for large volumes of documentation
Updated September 05, 2017

Ideal for large volumes of documentation

Olav Andreas Frenning | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

MindTouch Responsive

Overall Satisfaction with MindTouch

At FotoWare we use MindTouch to document the entire suite of Digital Asset Management software we develop and sell. We document user guides, technical configuration, and our API in MindTouch, and the documentation is made freely available for our customers and resellers at https://learn.fotoware.com. We believe a knowledgeable customer is a happy one, so anyone who's interested in our software can find ALL the information they need on the MindTouch site, without restrictions.
  • Weekly development cycles that mean changes and fixes are pushed to content creators quickly. We truly feel the MindTouch team is actively working to improve the service.
  • Content editing is fast and intuitive; linking articles, adding rich media, it works just as expected. Anyone who's learned the basics can add content that's meaningful and adds value to the documentation.
  • The search engine was a big thing for us - once articles are tagged right (we have a lot of content), related articles are REALLY related, and when searching users find the content we most want them to find. We all know Google is great at finding things, but the MindTouch search engine is fast and accurate. And it can be implemented in the browser's omnibox so you can trigger a search directly from the address bar in your browser. That's a big deal for me when I manage the content on the site.
  • The only think I can think to wish for is an improved video player. But we've got around that by embedding the Vimeo player directly through a dekiscript when we need it.
  • We've not done accurate testing or number crunching, but the feedback we receive through support tells us that customers and resellers alike love the site and often find precisely what they're looking for.
  • A much improved ranking on Google also tells us that MindTouch has done much right in the SEO department. Kudos!
Customer and reseller feedback tells us we made the right choice with MindTouch. Documentation is key to selling a digital asset management system like ours, and the greater the transparency, the better. So we have opted to make all our documentation publicly available. We want potential and existing customers, as well as resellers to be able to find the documentation they need to get the system set up, adapted to their needs and working flawlessly. We believe a happy customer is a returning one, so the better we can help, the greater the chance that the customer will stay on with us and renew their contract.
We used to run on-premise reseller and customer training - that involved a great deal of travel, not to say preparation. With MindTouch, we can fit the entire onboarding onto our documentation site so users can learn at their own pace.
We wanted a SaaS solution that was always online. In the past we used RoboHelp, but the whole idea of having to compile the help project before publishing seemed rather backwards at a point. Mind, we have not reviewed later installments of RoboHelp.

With MindTouch we can edit stuff live - we use this a lot to fix smaller inaccuracies in our docs based on support feedback, and it's all fast and accurate.

Zendesk has a nice documentation feature for smaller projects, but we found that with the sheer volume of documentation that we produce, nothing could measure up to MindTouch.
For a company that frequently updates large bits of documentation, or where several people work together on a documentation team, MindTouch is a perfect fit. We considered several options, but no one seemed to offer "the whole package" in the way that MindTouch does. Content management, indexing speed, search accuracy, and the possibility to integrate with Zendesk - these are the things that mattered to us, and we've never looked back.

Using MindTouch

We've put lots and lots of content into the MindTouch system, of course, so that makes it harder to opt out, but we're also very pleased with their rate of development and weekly pushing of improvements, as well as their response and solutions to our questions and input All in all, a winning combination.

MindTouch Implementation

Implementation was fairly quick. Migration of content from our old CMS could be started right away, while we had a design agency work on the visual aspects of the site. Although some tweaking and CSS troubleshooting was required underway, the system was functional and could be used by ourselves and our customer base from the first week of launch, albeit without the custom styling completely implemented. I'd say that's pretty good.

MindTouch Training

Written documentation and videos are very good and have helped on numerous occasions when I've had to look up how to accomplish a certain task. The reason I have not given a full score is mainly because there have been some inaccuracies in the documentation because updates to the MindTouch framework have slightly changed the way things work. But this is usually the same type of challenges I face when making documentation for the software solution we develop. So all in all I'm very satisfied with both the personal webinars and the online documentation MindTouch provides for their service.

Configuring MindTouch

There's really not a great deal that requires configurability in MindTouch. The things you need to change are there when you need them in the control panel. I've not missed anything in particular.

MindTouch Reliability

It feels very responsive both in editor mode and when browsing and searching for content as an unauthenticated user of the site. Service windows are announced well ahead of time, so I have never experienced downtime to the extent that I have been unable to get work done.