Overall Satisfaction with MindTouch
MindTouch is primarily used by the product and client support organizations, with lighter usage by our sales, marketing, and technology organizations. Internally, it is the "source of truth" for complex customer-facing systems such as our APIs. Our client managers also depend on it to provide the latest versions of technical documentation for customers. They use it themselves for their own training as well to help support our customers.
- Content management is excellent. MindTouch enables sophisticated content management features such as variable content, section-level reused, centralized management of assets such as images, and customizable content templates.
- The "presentation" layer that MindTouch provides is very nice right "out of the box," and quite easy to customize for CSS-knowledgeable implementers. We've been able to maintain a very high-quality experience for our users, as a result.
- MindTouch puts strong focus on SEO improvements and content usage during the buyer journey. While appreciated on its own, the real benefit of this bias, for us, is the granular permissions model that MindTouch provides to separate content for buyer personas from content for post-sales personas. This is often the same, but the ability to target content using privileges for different personas is very important to us.
- The authoring and content maintenance experience is excellent, even before the new authoring UI that I know they are about to roll out.
- Content hierarchy is difficult to maintain. Without a drag-able content tree/site map, manually moving around one topic at a time can be painful. Both organization and reuse could be simplified with a fully interactive site map.
- The Lightspeed framework for content organization is too rigid. I appreciate it in concept but ultimately our organizational choices should determine how we use the tool, not the other way around.
- It is difficult to incorporate third party extensions. I'd love to see a rich library of JS extensions pre-integrated and made easy to add to pages just by dropping it in, similar to page designers for modern blogs and intranets.
- Churn is non-existent. We make a change and deploy it with no risk to our subscribers or other organizations.
- Our support organization is already armed with the latest, most correct content, and their responsiveness has hugely improved. We've moved to more of a self-serve model lately and for the most part this is working very well thanks to MindTouch. Our NPS is superb.
- Unfortunately, MindTouch has had very little effect on our sales cycle; culturally tech docs just aren't top of mind for sales reps. They only want PDFs of manuals in front of them, and never provide access to our MindTouch site.
MindTouch is great for an online knowledge base. I haven't used any competing tools such as CRM tools with help center or knowledgebase options, such as Zendesk, so I'm not sure how it compares, but it has more or less convinced me to stay with the hosted knowledge base approach going forward. I wouldn't recommend it for larger technical authoring teams that need sophisticated workflows, scheduled deployments etc. Traditional technical content teams are still better off with XML or DTP-based systems with robust collaborative support, as well as better translation workflows.