Great potential but room for improvement
October 02, 2017

Great potential but room for improvement

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Software Version

MindTouch Responsive

Overall Satisfaction with MindTouch

It takes dedicated training to understand the structure and the best way to organize content.It isn't as intuitive as we had hoped from an authoring standpoint. We have gotten a lot of feedback from our users that says they have a hard time navigating the help site.
There is a very regimented way that you must contact support. It was disruptive to only have 2 help contacts because we had several people trying to get the site set up and MindTouch would continue to call the wrong phone number. it seems that you cannot talk to 1 person for all of the answers. One must get re-routed to the specific department, even for seemingly basic questions.

Response time is very good and support agents are very nice and polite. At times though it just seems too complicated.
We are using the MindTouch platform to house our technical help content. We have a few people in our organization that contribute articles to the help website and we have minimal time from developers to make the site look different or function differently from the base MindTouch template. MindTouch addresses the business problem of our software users having questions while they are working in our software; having a self-serve site instead of needing to reach out to us right away is useful.
  • Responsive images and content to different devices (mobile, web, etc)
  • History tracking, knowing who made what changes within articles
  • Ability to keep drafts or parts of the website unpublished or only viewable by a few people
  • It takes a long time to fix bugs
  • Our software users do not like the MindTouch base template, they find it hard to navigate. And since we do not have developer time to adjust the template it is what we have been using. it would be nice if there were a few design templates to start from so you don't have to have a full time developer on the team
  • Image repository is confusing - sees like a good idea but execution and UI/UX is not smooth
  • Decreased client confidence in our help site due to site navigation
  • Decreased content contributors within our organization due to level of expertise required to add content correctly
  • Increased site loading speed and reliability from previous site hosting
Yes - Wordpress was replaced by MindTouch. I never used the Wordpress platform but I hear it was slow to load so the users had a poor browsing experience.
MindTouch seems well suited for an organization that has a dedicated team to work on this platform (and must include a developer). It can be harder for a smaller company or a smaller department that does not have these resources available full-time because of training required and understanding the workflows needed to create an efficient site.