Solid Product, Some Room for Improvement. Take Guidance from Industry Veterans.
October 17, 2017

Solid Product, Some Room for Improvement. Take Guidance from Industry Veterans.

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

Software Version

MindTouch Responsive

Overall Satisfaction with MindTouch

It's good with basic functionality and we author much more efficiently than in the past. It would be great if the Dekiscript and CSS components I frequently use were easier to find. I usually have to hunt them down from other topics and copy and paste.

One thing that really bugs me is the fact that MindTouch has two pages called "Dashboard". But in the top-level menu, one of the options is called "Control Panel" and the other is called "Dashboard". And both pages have different styling. One appears to be "legacy". I wish the MindTouch product managers paid more attention to detail in the user experience. It makes a huge difference, and poor or inconsistent UX erodes trust.
It's good. Pretty solid. We got a lot of input to get up and running, but did a lot of the setup and customization work ourselves, because of our high standards. We've gotten good response and results on specific projects related to customization and our CSM is also pretty responsive.

Overall, I think that the jobs of CSMs and support folks would be easier if the product weren't wonky in some ways. They seem to have to do more "workarounds" for basic functionality that should just work out of the box.
We're using MindTouch on our team only. Other groups publish content on our corporate website. It meets the documentation needs of our customers and our content is also available to the public, so it can help with marketing and SEO.
  • The authoring environment is easy enough to use.
  • Customer Service reps are responsive and resourceful.
  • User experience. The product's UX is fragmented and it's hard to figure out how to do some certain very simple, important things.
  • Many aspects of the product don't really meet industry standards for technical communication. They seem to have been cobbled together by people who don't fully understand what technical writers do. Product updates really don't address these issues. Folks in sales and support sometimes imply that the authoring platform MindTouch has created is the only way to do create documentation, which is counter to the experience of those of us who've been in the industry for any length of time.
  • Lots more eyes on our content---colleagues, customers, and prospects. That's a big win for our team.
  • It's easier to use and publish on than our previous tool.
Yes - Salesforce Knowledge. It's an absolutely terrible product all around. Outmoded, clunky authoring environment, difficult to customize, no content reuse or ability to segment content.
MindTouch can get a help site up and running quickly, and it's honestly better than a lot of other products out there.

It's more appropriately used by dedicated tech writers than those in other roles, because there's a bit of a learning curve due to some of the oddities with the product. Those include strange, proprietary templates and complicated customizations.