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MindTouch - Reimagining knowledge products and support
Updated September 28, 2017

MindTouch - Reimagining knowledge products and support

Ozzie Gardner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

MindTouch Responsive

Overall Satisfaction with MindTouch

We use MindTouch across the organization with the main focus on providing a support site for our customers. MindTouch allows our customers to self-serve as they bring on new products or introduce employees to new processes. We also utilize the privacy features available in MindTouch to provide information to partners and internal teams without exposing this information publicly.
  • Privacy - I really like being able to group people by user type, which allows me to create custom documents for the appropriate audiences.
  • User interface - The site is very organized, allowing me to easily group information in the appropriate silos.
  • Search - the search functionality is highly intuitive, and it is easy to customize the recommended result using tags and keywords.
  • I have had to institute a few workarounds to deal with issues with guide structure. That said, MindTouch representatives are quick to respond and work to keep you updated with the status of submitted tickets.
  • MindTouch allows our customers to self-serve when learning our product, reducing support call volume and allowing them to become super-users.
  • Internal content can be shared quickly and easily, saving time when completing proposals for new clients.
  • Documentation can be made available and updated immediately, allowing us to provide more responsive support to our customers.
MindTouch is a very powerful tool for maintaining knowledge products for organizations of any size. It is the only product I have worked with that provides the ability to manage public and private content in a single location. With MindTouch, you no longer have to worry about maintaining multiple versions of documents or your teams requesting the latest version of a .pdf to send to customers. The current versions of any document can be formatted and stored in MindTouch and can be made available to only the users who need it. Most organizations require multiple tools to provide and maintain knowledge products for internal teams and customers. MindTouch is a one-stop-shop.

Evaluating MindTouch and Competitors

In my view, MindTouch is hands down the industry leader when it comes to documentation and publishing products. None of the other products I have used provide such an intuitive interface for single-source content creation. MadCap Flare has a steep learning curve and requires builds to generate content in the format you need prior to publishing. RoboHelp also requires builds to create content, which again leaves you with the task of publishing the generated content. MindTouch is the only product that allows me to instantly publish content and maintain that content in real time. MindTouch also provides the most intuitive method for controlling access to sensitive data by allowing me to limit content access by user group. As an evergreen SaaS company, we need a product that evolves as quickly as we do. MindTouch is that product.