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.
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.
Pros
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
Cons
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
Likelihood to Recommend
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.
VU
Verified User
Manager in Customer Service (Computer Software company, 11-50 employees)
MindTouch is being used by DealerTeam to the fullest measure.
Internally - Structured content allows for new hires to read self-help articles and learn about tribal knowledge without taking valuable time away from top producers. MT has saved time and improved the efficiency behind new and existing employee training. Team building has also improved as we can now share articles around the office by copying and pasting a link. Whether it's to answer an employee question or provide an answer to a client, sharing content is fast and easy.
Externally - A web centric knowledge base with public facing URL's for each piece of content!! Are you kidding me? Nope, that's what you get with MindTouch. Don't worry, you can keep sensitive content private with Roles and Permissions. Creating public facing content structured like a website has made a huge impact for our customer support channels. Self-help content available 24/7 has successfully catered to our niche in the automotive retail industry. With high turnover and constant re-training, our clients can now direct their employees to our Customer Success site and not our phone lines. I have personally reduced my time on the phone and webinars by over 50%.
Help Tickets - When ticket deflection doesn't serve up the answer automatically, our Agents are responding faster to help tickets through the MindTouch Service Cloud integration. The Genius Link displays top rated articles and provides matches based off key words for fast content sharing. But seeing the User search history is the real hero for customer support. Our Agents can track where the customer has already view content on our MT site making each response relevant and progressive when solving the case. Even when the answer is to draft new content, our customers' questions are perpetually dictating a better success site.
The DealerTeam Community - We wanted to build a community for our customers to get real value. The idea was to use SSO and provide a single place for customers to provide Ideas, access Knowledge, Release Notes, Cases Management, and The DealerTeam Academy for LMS. MindTouch is so progressive it already had an integration for our Customer Community. Using custom code to leverage the integration, we can provide our customers a seamless experience to content in MindTouch we used to create our Learning Management System. I cannot express the time saving advantage enough. Because MindTouch is structured in a way that promotes content sharing, we were able to leverage the platform to build our LMS and control the message delivered to every customer, no matter where they choose to access the content.
Organic Search and SEO - MindTouch puts Google to work in your advantage. I had no SEO experience prior to building the success site, so don't expect me to get technical here. By following SEO best practices and using the MT content structure, our published articles started to land on page one search results. The simple fact anyone can use their browser from any device and search for DealerTeam help content is amazing.
Pros
MindTouch has build a relevant platform to create and host public facing help content. It is easy to use yet robust enough to get highly technical with API's and seamless integrations.
MindTouch continues to revolutionize customer success. In the two years I have subscribed to their services, they continue to release new and useful features, educate and inspire the industry, drive innovation, and build strategic partnerships for long-term success.
MindTouch provides amazing customer and technical support. On top of a stellar product, they go out of there way to offer the best customer experience.
The Company Culture at MindTouch is impressive. Upon several visits to headquarters in downtown San Diego I have had the pleasure to become aquatinted with many of the employees. The company is comprised of stand-out talent and exceptional people working for the common goal of customer success
A dominate social media presence. If you want to know about MindTouch, you don't have to go very far. These guys are experts at what they sell and practice everything they preach.
Cons
Every emerging technology strives to improve. Not all problems are foreseeable and bugs exist. If I could dream up where MindTouch can improve, I can assure you they have already begun.
The standard pay structure of buying a full year in advance might be tuff for smaller startups
I would love MindTouch to provide video hosting as part of their service.
Likelihood to Recommend
Because of the many ways MindTouch can be structured any business providing customer support and documentation can benefit.
We use MindTouch to house all of our internal and external support content. It is a standalone site and we also surface it in-app for a contextual help experience. Last year we transitioned to support a self-service model of support alongside our dedicated support structure. MindTouch enabled us to enable our users to help themselves, before they filed a ticket.
Pros
Its editing functionality is very robust and allows us to create multiple kinds and formats of content.
Its API was flexible enough for us to create the solution we wanted, even though it wasn't supported out of the box.
Administratively, our account contacts have been fantastic, helpful, and very response.
We've always received great support when we needed it.
Cons
I would've said the WYSIWYG experience needed work, but that was recently addressed. There is, however, some visual cruft from the previous UI that could be ironed out.
Better API documentation and more support for contextual applications of the software. We had a pretty long road to implementation because updates on MindTouch's side that we weren't aware of broke our implementation. We addressed these shortcomings on our end since MindTouch couldn't commit to a solution that worked for us.
Some of the hierarchical choices that users can make don't feel like they're consistently applied throughout the experience.
Likelihood to Recommend
I think for lean software companies like mine, MindTouch makes a lot of sense, especially if your content is very technical and robust. You want something more powerful and customizable than Zendesk but you don't want to pay for a solution as robust as Desk.com. MindTouch was a very good middle ground for us.
We use MindTouch across the organization with the main focus on providing a support site for our customers. MindTouch allows our customers to self-serve as they bring on new products or introduce employees to new processes. We also utilize the privacy features available in MindTouch to provide information to partners and internal teams without exposing this information publicly.
Pros
Privacy - I really like being able to group people by user type, which allows me to create custom documents for the appropriate audiences.
User interface - The site is very organized, allowing me to easily group information in the appropriate silos.
Search - the search functionality is highly intuitive, and it is easy to customize the recommended result using tags and keywords.
Cons
I have had to institute a few workarounds to deal with issues with guide structure. That said, MindTouch representatives are quick to respond and work to keep you updated with the status of submitted tickets.
Likelihood to Recommend
MindTouch is a very powerful tool for maintaining knowledge products for organizations of any size. It is the only product I have worked with that provides the ability to manage public and private content in a single location. With MindTouch, you no longer have to worry about maintaining multiple versions of documents or your teams requesting the latest version of a .pdf to send to customers. The current versions of any document can be formatted and stored in MindTouch and can be made available to only the users who need it. Most organizations require multiple tools to provide and maintain knowledge products for internal teams and customers. MindTouch is a one-stop-shop.
We use MindTouch to deliver an online knowledge base solution to our clients.
Pros
MindTouch provides world class support with a personal touch. Recently, I submitted a help ticket. Not only did I have an email response in less 30 minutes but next thing I know my phone was ringing with the support representative personally checking with me to see if I was satisfied with the response and if I had any other questions
We've found the MindTouch solution to be intuitive and easy to integrate into our operational processes. Our initial decision was the old 'build' v. 'buy' and after working with MindTouch software and team 'buy' was most definitely the best decision
During our initial Minimal Viable Product (MVP) our knowledge base we had no resource for styling and brand matching to our core platform. I attended the reception at MindTouch's new Galactic Headquarters where I had the good fortune of meeting Kristina Bethea, Customer Success Engineer. Within a week she reviewed our core sight and performed some lightweight styling that really made splash with our launch.
Cons
It's hard to find areas for improvement for MindTouch. We found the reporting for none authenticated users a little light. However, we found it easy to create a GA account and link our UA# in the system
Likelihood to Recommend
We're a start-up SaaS InsureTech company. With that said, you can imagine the competing priorities and trade-off decisions with respect to development resources. Building out our own knowledge base would have taken up critical resources hindering the product strategy and roadmap of our core solutions. MindTouch is well suited for new software companies to quickly provide valuable user guides, FAQs, glossary of terms, key concepts definitions, etc to drive adoption and value to our clients.
We use MindTouch for our knowledge base. The system is used internally and externally. It allows us to get our internal and external users the information they need where and when they need it.
Pros
Simplifies authoring
Communicates product updates
Integrates easily into mobile and web-based products
Cons
They do not take product requests or feedback seriously. I've requested myself, talked to other people who have requested, and have been told that many customers want a feature to export full user guides to PDFs. Four years later and the feature is still not implemented. Why ask for my feedback if you don't want it?
I think their help articles could improve
Likelihood to Recommend
It's a great tool to replace outdated help PDFs, help files, etc. Our users are consistently impressed with the search capabilities, which is really important to us.
VU
Verified User
Manager in Research & Development (Computer Software company, 11-50 employees)
We currently use mindtouch in two areas of our business providing a self help portal to both our direct clients and the parent base of clients who use our services. Our primary reason for moving forward with Mindtouch was to offset the amount of time our support staff spends with clients while solving a myriad of support related issues, but primarily to usher in an atmosphere of self sufficiency for our clients and their users.
Pros
Training and staff interaction.
Usability.
Accessibility.
Cons
Content creation.
Likelihood to Recommend
Well suited for client interaction at both a support and community type level.
We use MindTouch as our primary knowledge base for our external customers. It is open to all and is available from our corporate site and many of the help buttons in our software. Our support team is responsible for content creation and we have one or two reviewers who finalize and publish the topics. It allows our customers to access knowledge base topics and helps us deflect support tickets.
Pros
MindTouch's support is terrific. They are very responsive and helpful.
MindTouch makes it easy for customers to find the information they need to solve or answer their basic support questions.
Once set up, it is easy to write content in MindTouch.
Cons
Use of Deki Script requires a long learning curve and difficult for just anyone to get started.
Some of the templates are hard coded and and difficult to manage.
Help Content from MindTouch is not very easy to understand and follow, if available at all.
Likelihood to Recommend
Mindtouch is great for public use or external facing customers. For internal usage, to be able to read content meant for internal users only requires full user licenses even when those users are not content providers. For example, I'd love to use MindTouch for the entire company where we can display internal information along with external information, however the need for seat licenses for each of these employees, is not something I am willing to pay for.
At FotoWare we use MindTouch to document the entire suite of Digital Asset Management software we develop and sell. We document user guides, technical configuration, and our API in MindTouch, and the documentation is made freely available for our customers and resellers at https://learn.fotoware.com. We believe a knowledgeable customer is a happy one, so anyone who's interested in our software can find ALL the information they need on the MindTouch site, without restrictions.
Pros
Weekly development cycles that mean changes and fixes are pushed to content creators quickly. We truly feel the MindTouch team is actively working to improve the service.
Content editing is fast and intuitive; linking articles, adding rich media, it works just as expected. Anyone who's learned the basics can add content that's meaningful and adds value to the documentation.
The search engine was a big thing for us - once articles are tagged right (we have a lot of content), related articles are REALLY related, and when searching users find the content we most want them to find. We all know Google is great at finding things, but the MindTouch search engine is fast and accurate. And it can be implemented in the browser's omnibox so you can trigger a search directly from the address bar in your browser. That's a big deal for me when I manage the content on the site.
Cons
The only think I can think to wish for is an improved video player. But we've got around that by embedding the Vimeo player directly through a dekiscript when we need it.
Likelihood to Recommend
For a company that frequently updates large bits of documentation, or where several people work together on a documentation team, MindTouch is a perfect fit. We considered several options, but no one seemed to offer "the whole package" in the way that MindTouch does. Content management, indexing speed, search accuracy, and the possibility to integrate with Zendesk - these are the things that mattered to us, and we've never looked back.
