MindTouch vs. Zoho Survey

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.

Incentivized

Like all Zoho products, if you are using Zoho CRM than I would highly recommend Zoho Survey. The insights you can get out of staying only in one program (Zoho CRM) is so powerful for users. While it takes an admin or marketing person to configure the surveys in Zoho Survey, users within Zoho CRM never have to actually go to Zoho Survey to see responses as they are available right in front of them in the CRM. If you are looking for a stand alone survey app, Zoho Survey will meet your needs. It has all the functionality one could need to build a basic, intuitive survey. If you're looking for a survey to be very aesthetically pleasing with graphics or custom themes or the like, there may be better options.

Incentivized

• 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.

Incentivized

• Lets us get feedback from clients on how they felt the Engineer did.
• It shows us the knowledge needs if any for each engineer and shows and tells us what to improve on.
• Allows us to have an organized way to audit the first line of support calls and services and the volume of traffic we get month to month.

Incentivized

• 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.

Incentivized

• It can be a little "clunky" if you are not experienced in how Zoho Products work
• The pricing is a little harder to grasp than other products
• Customization is not as flexible as some other products out there

Incentivized

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.

Incentivized

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.

Incentivized

Zoho Survey is really easy to use. We've used Doodle and Survey Monkey in the past, and Zoho Social is just as easy, if not easier to use.

Incentivized

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.

Incentivized

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.

Incentivized

Zoho's support is always quick to respond and troubleshoot any issues

Incentivized

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.

Incentivized

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

Incentivized

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

Incentivized

(Other survey apps were not listed to choose from, so this section is irrelevant). Compared to Doodle or Survey Monkey, Zoho Survey has everything you need in a survey app as part of your Zoho One suite. It can also integrate well with Zoho's other apps to get a more complete data picture on your contacts.

Incentivized

We tried to migrate to MindTouch for 5 months and failed, remained with Zendesk

Incentivized

• 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.

Incentivized

• It's all positive because we use it solely for NPS which, if taken seriously, can definitely assist in making your company successful!

Incentivized