MindTouch Professional, Scientific, and Technical Services Reviews & Insights

Score7 out of 10

179 Reviews and Ratings

Community insights

TrustRadius Insights for MindTouch are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

MindTouch is a versatile software that is used by various organizations for different purposes. One key use case is creating and updating knowledgebases for customers, allowing them to access the latest documentation via the web. This feature has been particularly beneficial for Cisco Infinite Video customers, who can easily find relevant information and troubleshoot issues without needing to contact customer support.

Another major use case of MindTouch is increasing the number of contributors within an organization and ensuring governance and oversight as the number of contributors grows. By using MindTouch, companies can involve both internal teams and customers in content creation, leading to a collaborative approach that enhances the accuracy and breadth of knowledgebase articles.

MindTouch is also widely employed as a solution for dynamically changing content as products mature and to stay ahead of industry changes. Its flexibility allows companies to adapt their documentation quickly, ensuring that customers have access to up-to-date information.

Additionally, MindTouch serves as an online help center where users can find dedicated and searchable documentation for software products. It is utilized by multiple departments in an organization to publish customer-facing and internal documentation, helping to update and maintain content efficiently.

Overall, MindTouch provides solutions for creating comprehensive knowledge bases, improving collaboration among teams, facilitating content updates, and enhancing customer self-service capabilities. Its versatility makes it valuable across industries, from technology companies seeking to support their products effectively to educational institutions aiming to provide a collaborative learning environment.

MindTouch Reviews

14 Reviews

Professional, Scientific, and Technical ServicesLegal Services1Architecture & Planning1Information Technology & Services9Marketing & Advertising1Computer & Network Security2

MindTouch - An exiting new addition to our team!

Rating: 10 out of 10

Incentivized

October 23, 2017

Use Cases and Deployment Scope

We just launched MindTouch and we are very excited to have this new resource! MindTouch will allow us to eventually move all of our product documentation online, allowing us to keep content fresh and improve the customer experience. We started with a new product initially and will soon be moving all of our product documentation to MindTouch. We are also looking into ways to further utilize this resource across all departments company wide.

Pros

Ease of Use, both from a user perspective as well as an editor
Ability re-skin the UI to reflect your own branding
Very responsive support team

Cons

We've only been using MindTouch for a month and haven't noted any major issues yet

Likelihood to Recommend

I honestly have only had interaction with MindTouch from a product documentation perspective. As Creative Director, I was responsible for rebranding the UI to match our company branding. We are in the antivirus and endpoint security sector, and so far this resource has proven to be an excellent resource. Currently we are using MindTouch for product documentation, but we intend to take full advantage and see where else it might prove useful.

Verified User

Director in Marketing (Computer & Network Security company, 51-200 employees)

Vetted Review

A great tool for organized documentation and contextual help tools!

Rating: 8 out of 10

Incentivized

October 23, 2017

Use Cases and Deployment Scope

We are currently utilizing MindTouch as a documentation center to teach our new and existing customers how to utilize our software. Documents currently include FAQ's as well as step by step walk-throughs of our platform. These walk-throughs include screenshots of our software to give our customers a better idea of how our software works. We have found that MindTouch is easily customizable and allows us to separate out documentation for our multiple user types. We have also enjoyed the contextual help tool which allows our customers to consume documentation based on the page they are viewing in our platform.

Pros

MindTouch helps to easily organize our help articles to ensure that our end user is receiving the proper information.
The MindTouch platform is extremely easy to navigate which reduces the turnaround time for our team to publish new material.
The editor tools supplied through MindTouch make styling our documentation a breeze.
The contextual help tool allows our customers to consume documentation based on the page they are viewing in our platform.

Cons

The Media Repository has proven to be difficult to use as the images typically become distorted.

Likelihood to Recommend

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.

Verified User

Representative in Customer Service (Marketing and Advertising company, 51-200 employees)

Vetted Review

2 years of experience

MindTouch is great for companies with huge amounts of content

Rating: 9 out of 10

Incentivized

September 28, 2017

Use Cases and Deployment Scope

We use MindTouch to house all of our customer-facing user guides for our software products. We also use it for internal information, training, HR resources, and departmental processes. We additionally have a section for hosting links to sign up for training webinars. Authoring is primarily done by myself in Product, but trainers also update some articles, and a variety of people use the internal-only section.

Pros

The WYSIWYG editor is easy to use and very robust. There is also a great deal of customization available for styles and headings.
MindTouch provides the option for custom site CSS to brand and style your site as desired.
Information organization for users. It is easy to display information and articles in the desired hierarchy.

Cons

The Search feature leaves something to be desired. I continually get complaints from our users that Search does not return useful results.

Likelihood to Recommend

Great for the massive amount of content we have and would be good for any company who needs to provide a lot of material to users/customers. It might be overkill for companies who have just basic information or simple user guides.

Verified User

Employee in Product Management (Information Technology and Services company, 201-500 employees)

Vetted Review

2 years of experience

Good tool for rather small KBs which requers many features.

Rating: 6 out of 10

Incentivized

September 21, 2017

Use Cases and Deployment Scope

MindTouch is now the 'one stop shop' for all knowledge we want to share with our customers, and also among staff. We use it mainly for technical documentation and support articles, but also release notes, product updates, training and more so that all the content about our products is there.

Pros

Initial creating of content and content structure. If you use the out of the box look&feel, it is fairly easy to start to populate your instance with content
Site structure management is good: opening another branch, moving/copying content from branch to branch. This kind of tasks is easy to do
managing users is simple and easy

Cons

Integration with Salesforce: the search from the SC cases view doesn't work well, and we took that component out of our Salesforce instance. We encourage our support analysts to search on MindTouch native, and that post a link to the relevant page.
The internal search engine doesn't always meet our customer's expectations. We do have thousands of pages, and we understand it is difficult to return to the "right" page when there are so many, especially as they are all so alike. Yet Google does that, and we encourage or customers to use Google as the first step to finding knowledge.
Reports, report and reports... we rely on Google Analytics, but we are missing am easy way to measure "effort" invested in the Knowledge Base, like: user activity, actions over time (# pages written last week, # pages deleted last month, number of editions by the user X, and such) There are some features for that, but they good only for a small number of users and content. As we have many cooks in our content kitchen, and a lot of content, it isn't sufficient.

Likelihood to Recommend

Good for small knowledge bases, where most of the authoring is done by small teams of professional technical writers.
Not so good for large knowledge bases, where most of the contribution is done by non-pro technical writers.

Verified User

Paraprofessional (Information Technology and Services company, 501-1000 employees)

Vetted Review

2 years of experience

A Wikipedia Model: Pros and Cons of the Tool!

Rating: 8 out of 10

Incentivized

August 16, 2017

Use Cases and Deployment Scope

MindTouch is being used for product documentation and Knowledge Base.

Pros

Powerful search
Ability to customize the look and feel
Write and publish individual chunks of information aka articles
Retain previous versions of articles and access them easily
Tagging really helps too; it's a great feature that MindTouch provides
Another thing that MT (MindTouch) does really well is ease of publishing and ease of providing feedback.

Cons

Search and replace capability
Ability to create PDFs of multiple articles; this was supported in MindTouch 4 but not in MindTouch Responsive, and it's a huge area for improvement.
Automatic re-numbering of numbered lists
More knowledgeable and efficient customer support staff

Likelihood to Recommend

Particularly useful for organizations that are raw and just starting to put together their content portfolio. Because of its limitations, not sure if it will work well in big organizations that have to support a lot of content.

Verified User

Director in Information Technology (Computer & Network Security company, 51-200 employees)

Vetted Review

4 years of experience

MindTouch - Moving from KBs and PDFs to easy to use and customer friendly

Rating: 10 out of 10

Incentivized

August 4, 2017

Use Cases and Deployment Scope

We are using MindTouch as a central repository for support knowledge, product documentation, processes & procedures. We started within the support department and quickly expanded to include delivering product documentation as native web content (not PDF) and now we targeting field service and deliver content. Centralizing information into a single highly accessible solution allows anyone to find relevant information quickly.

Pros

Authoring content is simple and not overly burdensome
APIs and connectors allow integration into CRM systems and anything else we can imagine
Flexibility which allows us to replace a knowledge base, wiki, PDF manuals and various team sites, Creating a single tool that delivers the right content to the right audience, all in one place.

Cons

Reporting for large amount of contributors is difficult as each has to be search separately
Advanced enterprise type of features like synonyms, full page content reuse (not just sections), use case to article linking data in search result prioritization as content reuse is not accounted for but page views are
MindTouch only searches content within MindTouch so our support website has 2 search boxes that act differently. One performs federated search across the entire website including MindTouch and the other only searches MindTouch. It is difficult to present both options on MindTouch pages but users need to also find content that is not in MindTouch.

Likelihood to Recommend

MindTouch does a great job of handling content as varied as product manuals to a knowledge base replacement. Content is easy to make within MindTouch but it is also flexible enough that content can be pushed into it from other authoring tools via APis. It does not replace our entire support website but is easily integrated into the support site for a seamless experience.

Seth Faber

Global Services eServices Manager in Customer Service at Hitachi Data Systems (Information Technology and Services, 5001-10,000 employees)

Vetted Review

2 years of experience

View profile

MTRes: Great for Dumb Fiddly Crap and Frequent Mistakes, Lacking in Weird Edge Cases

Rating: 8 out of 10

Incentivized

August 4, 2017

Use Cases and Deployment Scope

We use Mindtouch for client-facing platform documentation and release notes. While the whole organization has access, this means primarily that client-facing functions (Support, Success, Services) are the internal users of our Mindtouch instances.

Pros

Content reuse across articles and dynamically updating articles based on linked content.
Maintaining linked structures despite article name and structure changes.
Anchor implementation.
Solid WYSIWYG editor.

Cons

Multilingual content without cross-instance SSO and a special config would be great (I know it EXISTS, it's just, a big undertaking for a couple reasons on our setup).
Better visualization for instance architecture/article hierarchy would also be super.
More robust user...usage? statistics and tracking, without having custom reports run.

Likelihood to Recommend

It's great if you want to put together some articles that you're probably going to have to rename, relink, or otherwise fiddle with after the fact. It's less-great if you're trying to maintain multi-lingual instances with easy interlinking of instanced content (but really, nobody IS good at that, so).

Christopher Ryan

Documentation Manager in Research & Development at Sprinklr (Information Technology and Services, 1001-5000 employees)

Vetted Review

2 years of experience

View profile

Super Neat Review of MindTouch

Rating: 8 out of 10

Incentivized

July 25, 2017

Use Cases and Deployment Scope

It is being used currently by all of standard technical support, and soon will be used heavily by Field Services and Professional Services as well. It addresses the obvious need to capture technical support knowledge so that it can be accessed and used by tech support agents and customers.

Pros

Out of box search is the best I've used.
Collaboration: Tells you when someone else is editing an article. Also lets you access easy-to-use draft history.
Overall, the interface and admin controls are fairly simple and not needlessly complex. Part of this is due to the fact that MindTouch doesn't have all the features of say, Oracle Knowledge.

Cons

The out of box analytics are a bit sparse.
Need a better KCS scorecard.
Need a better way to view user searches and user activity.

Likelihood to Recommend

1. If you have a complex article review process, I don't feel like the customized article review routing exists to do that. Luckily we follow KCS closely so we have a simple review process. 2. For companies that need their KMS to perform a federated search, MindTouch cannot to my knowledge do this, as it cannot index outside domains. 3. Admin controlled mass find-and-replace across all articles doesn't exist.

Verified User

Program Manager in Customer Service (Information Technology and Services company, 5001-10,000 employees)

Vetted Review

1 year of experience

MindTouch TCS

Rating: 9 out of 10

Incentivized

August 30, 2016

Use Cases and Deployment Scope

MindTouch is being used in my organization to provide an internal and external knowledge base for some of our products. We host customer-facing articles that provide customers additional help with some of the more complex features. Internally, we host training documents and guides to help our employees navigate the complex processes of our business.
My team is responsible for creating and maintaining the content. MindTouch allows us to consolidate our knowledge into one location for centralized access.

Pros

User role management - user roles can be explicitly set and permissions to specific pages or sets of pages can be easily set, helping determine visibility of specific content.
The WYSIWYG editor is intuitive and provides preset formats for frequently used text styles
DekiScript extends the interface, allowing content creators to pull in other resources or provide dynamic content without having to update pages as more content is created.
Tagging allows dynamic content to be made visible and updating tags can help shape list results to drive customers to the content you want them to see.

Cons

Search can be challenging. Most customers don't use boolean search strings, so vague search terms can return lots of results, confusing customers.
Creating content from scratch is great, but editing can cause some text blocks to have extra formatting added, affecting the final text formatting. I've seen nested header tags in the source that should not be there along with other nested font tags that can render the text in interesting ways.
Formatting with CSS is not easy. In some cases, we have to submit a ticket to have our root CSS updated. The CSS should be completely user-managed.
Header and footer templates are not user-accessible. We have to submit a ticket to update information in our page headers.

Likelihood to Recommend

MindTouch is well suited for authenticated users. You are able to cordon them off to a specific content area and let them explore. For anonymous users, on a site supporting many disparate products, customer can be overwhelmed with irrelevant content. For experienced content writers and managers, MindTouch allows easy creation and management of new or updated articles. New or novice writers are challenged with understanding the content hierarchy and often misplace articles.

Verified User

Director in Customer Service (Information Technology and Services company, 501-1000 employees)

Vetted Review

7 years of experience

MindTouch

Rating: 8 out of 10

Incentivized

March 8, 2016

Use Cases and Deployment Scope

We used Mindtouch to move our knowledge base from a RoboHelp version to Mindtouch. The reason was simple, we wanted a better infra for our users and an easier format to edit changes. Our knowledge base is always in a flux and MindTouch's easy to use platform provided us with a simple and effective tool to update content quickly.

Pros

Allows for PDF creation of pages.
Customization was painless.
Setting up pages in a format that suits our business needs.

Cons

Ability to store video.
Make the tree structure more customizable.

Likelihood to Recommend

MindTouch was perfect for our needs at the time.

Dave Cardillo

Technical Training Manager at Mimecast (Information Technology and Services, 501-1000 employees)

Vetted Review

2 years of experience

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MindTouch TCS

Rating: 9 out of 10

Incentivized

August 30, 2016

Use Cases and Deployment Scope

Pros

User role management - user roles can be explicitly set and permissions to specific pages or sets of pages can be easily set, helping determine visibility of specific content.
The WYSIWYG editor is intuitive and provides preset formats for frequently used text styles
DekiScript extends the interface, allowing content creators to pull in other resources or provide dynamic content without having to update pages as more content is created.
Tagging allows dynamic content to be made visible and updating tags can help shape list results to drive customers to the content you want them to see.

Cons

Search can be challenging. Most customers don't use boolean search strings, so vague search terms can return lots of results, confusing customers.
Creating content from scratch is great, but editing can cause some text blocks to have extra formatting added, affecting the final text formatting. I've seen nested header tags in the source that should not be there along with other nested font tags that can render the text in interesting ways.
Formatting with CSS is not easy. In some cases, we have to submit a ticket to have our root CSS updated. The CSS should be completely user-managed.
Header and footer templates are not user-accessible. We have to submit a ticket to update information in our page headers.

Likelihood to Recommend

Verified User

Director in Customer Service (Information Technology and Services company, 501-1000 employees)

Vetted Review

7 years of experience