MindTouch is a customer experience management platform with content management and help authoring capabilities. Formerly known as MediaWiki, it is optimized for building knowledge bases for customer self-service and agent assistance purposes.
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Sogolytics
Score 9.0 out of 10
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Sogolytics (formerly SoGoSurvey) is an online survey software solution that helps users create surveys quickly. The free package includes basic features for building surveys and the paid package includes advanced features.
I would recommend MindTouch to anyone who is looking to create and host their documentation for a product that has multiple types of users. Our business modal represents customers on the buy-side as well as the sell-side and we are able to easily organize documentation to service both types of users.
We use Sogosurvey to obtain feedback from course candidates after they have attended a course. This is invaluable to us as the candidates can complete the feedback in their own time after the course is completed rather than them having to do it while attending the course. We also use SoGoSurvey to get feedback from our volunteer instructors who work for other organizations and at different hours so the ability for them to complete the surveys in their own time is invaluable.
Good privacy settings for each page. I can set a new article to semi-private until it's approved to go live. And I can send a link to that page out for review.
Good tracking on each page history.
Ability to view and restore previous page versions.
I like the category search bars that only search the current category.
SoGoSurvey makes it easy to create a survey even for the novice. I recently gave a spare license to a peer and they were able to easily develop a survey. I offered my help if she had any questions but she said that she'd definitely ask but "... I already love that I can change the answer format with the drop down. It's the best. "
Customer support. I 'chat' with support personnel when I need to use a feature I haven't used. They are always quick to respond and answer my questions thoroughly. I can get the complete chat via email for future reference as well.
Keeping clients up-to-date. SoGoSurvey regularly hosts free training and best practices webinars that keeps the basics at the forefront and shares best practices.
The canvas (survey metrics) is easy to create and very versatile in summarizing the survey results.
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.
Providing users the ability to follow along a specific question example (eg. placeholder text in questions that users can see what the answer might look like)
Better media management and implementation (eg. placing images/videos/gifs/etc. as standalone assets in the survey)
Making the images added into a survey responsive to the screen they are being viewed on (eg. any images added to a survey do not adjust to the size of the screen, consequently showing up very small on mobile/tablet view)
Exporting the survey to Word looks horrible - we'd love if the survey could be exported the way it looks when live into a similar-looking Word document or template
We've put lots and lots of content into the MindTouch system, of course, so that makes it harder to opt out, but we're also very pleased with their rate of development and weekly pushing of improvements, as well as their response and solutions to our questions and input All in all, a winning combination.
MindTouch has many formatting options but some procedures (like editing a template) are not easy to figure out. We needed to create several custom templates for our content and found the MindTouch user documentation on this process somewhat contradictory and incomplete.
Very easy to use. My only challenge was the features offered in their Plus package didn't offer everything I would have liked (e.g. branching). The other area for improvement would be to allow an easier transition between Tracking and Reports.
MindTouch is a hosted site, so as a heavy user there are times when I notice that pages are slow to load, or something happens like Amazon Web Services crashing the entire east coast for a few hours, that you do notice even if it isn't actually the fault of the MT tool itself. It's the risk of using a hosted tool, but the benefits are pretty amazing and outweigh these performance issues.
Mindtouch support is awesome. Support agents are friendly and helpful. Some can benefit from ongoing training. Overall the support experience is very good. One area they can possibly improve is visibility into product feedback. Seeing or getting insight into requests or votes for features would be an added customer experience.
I had an issue whereby I used a free trial that ended, locking me out of my account. I contacted their customer service to help with this issue, which they resolved in under half an hour. I was extremely impressed with their speed and quality of service, which led me to filling out this review!
Written documentation and videos are very good and have helped on numerous occasions when I've had to look up how to accomplish a certain task. The reason I have not given a full score is mainly because there have been some inaccuracies in the documentation because updates to the MindTouch framework have slightly changed the way things work. But this is usually the same type of challenges I face when making documentation for the software solution we develop. So all in all I'm very satisfied with both the personal webinars and the online documentation MindTouch provides for their service.
Just know that there is so much more involved than adding your content. There are so many pieces to launching your site -- especially if you are moving from another platform. If you are not a person who typically works in the "website" realm, do your homework, ask your web people, engineers, etc., because there's a lot to do that you won't know about until you are unexpectedly smacked in the face with it. Learn from my mistakes! We are very happy now, but it was a long road getting to launch day for us
I will be brief. DealerTeam is built upon Salesforce and we try to support native apps. We used Desk.com first for basic Help Ticket management. The product did not satisfy how our customers were looking for information. We upgraded to Service Cloud with Knowledge Base and spent one year writing content and developing our support agency. Again, our customers were upset about submitting help tickets and waiting for answers. They wanted access to self-help while working with a customer. Today we continue to use Service Cloud with MindTouch integration and have found complete success. There is simply no other solution I know of that is a flexible and easy to use as MindTouch when it come to providing customer success and product support
In summary, Sogolytics has proven to be the perfect fit for our pre and post-test assessments. Its seamless integration, efficient data collection, and powerful reporting capabilities have significantly improved our ability to track and communicate the impact of our programs. We highly recommend Sogolytics to organizations looking for a reliable and user-friendly data management solution.
Time to publication can be very quick, provided there are not multiple changes in flight at the same time for the same page.
We have seen a tremendous increase in customer traffic and SEO.
MindTouch allows us to custom-brand the look and feel of our site to match our company's marketing and branding. This instills trust in our content.
The relative simplicity of the platform enabled us to hire the best people and best writers we could find, without worrying so much about specific past expertise in a complicated publishing platform.
