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Easily the best
Updated October 09, 2017

Easily the best

Paul Schwartz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

MindTouch 4

Overall Satisfaction with MindTouch

MindTouch is being used as an internal knowledge repository for our customer facing technology support teams. The content is created by the support team and the support leadership relies on the associates to consume the information. MIndTouch allows the support teams immediate access to development manuals, implementation team whitepapers and keeps a running record of all the information accessed by associates.
  • Allows for end user customization with standard HTML actions. This is beneficial because every organization is different in not just the data needed but also the intended look and feel.
  • MindTouch has a powerful search function and ranking abilities inside of the knowledge base. With out this support associates would have to spend more time than is necessary researching answers.
  • Overall ease of administration is a strength of MindTouch. The real effort is behind the layout and accumulation of data, MindTouch makes it "easy" to access the pertinent data once the configuration is complete.
  • While there is power in the back end configuration aspects of the tool set there are also limitations on the layout options. What ends up happening is that every company has a very similar look and feel to the knowledge base screen.
  • One positive impact that MindTouch has had is the reduced time to train new support team members. This reduction in training time can be attributed to the organized and accessible storage of our knowledge articles.
  • Another aspect that was positive, even with the extra effort, was the work to better understand our existing documentation. The necessity of having an understanding of the data facilitated the load of MindTouch and had the benefit of giving the business a chance to examine content.
If there is a need for a consolidated view of the corporate data related to data MindTouch is the only solution I would consider. The power behind the views and history is not to be overlooked for any leader trying to gain an understanding of the consumption of information for an organization.

Using MindTouch

Beyond the fact that we have created the necessary integration the MindTouch product simply performs and I could not think of any reason to try and change. Once we deploy to all of our public facing domains the full value expectations will be surpassed significantly.

Evaluating MindTouch and Competitors

Each suite offered a variety of features; however, MindTouch had powerful SAP integration and as a hosted solution the value of ownership was nearly immediate. Put on top of the API and CSS options for customization MindTouch was the top solution for our documentation visibility initiative. Another value point for MindTouch was the implementation services that were purchased. The service provided best practice and ensured our timely and cost sensitive go live.