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.
Used to answer common customer questions globally. It reduces the amount of resources we need for support. We are moving from a high-touch customer support model to a low-touch model.
Pros
Easy to create articles
Easy to search for them from google
Easy to organize content in a way customers can find the topics they are interested in
Cons
Once in an information area it can be difficult to zero in on the article of interest. Additional filter options could be useful.
More templates
Better batch operations to simplify reorganization and restructuring of content
Likelihood to Recommend
Well suited if customers already know about it. Can be difficult to 'train' customers to use it as a first resource (instead of calling or chatting). Can be difficult to manage if there are thousands of articles. Easy to manage if there are hundreds. If content creation can be automated (even partially) this can be a good scenario.
VU
Verified User
Consultant in Engineering (Electrical/Electronic Manufacturing company, 5001-10,000 employees)
Mindtouch is being used corporate-wide. [It] Started out in the US and is being migrated to other offices around the globe. [It's] Currently used for in-house technical support calls only. We are transitioning to customer-facing content within the next few months.
Pros
Article search and the ability to drill down by category makes getting to the content area easy
Article creation is very easy and can be based on templates that help drive consistency
Predefined dashboards for article usage and other metrics is a big plus
Cons
Extracting content in large amounts is not possible. We are extracting, translating and importing into other language specific sites and this has become an issue. Need better exporting capabilities.
Need more API capabilities to manipulate data.
Should have better out of the box translation of content.
Should have better article usage rating. Only one like/dislike per article per person. Article rating doesn't work for internal call centers.
Likelihood to Recommend
Mindtouch is a great tool if you want simplification, customizable UI and easy to use. If your looking for advanced features like data extraction, data manipulation and translation be sure you understand the product limitations.
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.
Currently MindTouch is mainly used by support to record our answers and solutions as well as our documentation team who publish our product documentation.
Pros
Easy to use editor.
Simple to build out structure and change as needed.
Cons
Resolution time.
Update on ticket status.
Better reporting for KCS metrics.
Likelihood to Recommend
MindTouch is really great with content that is public and requires no restrictions for audiences.
One of the challenges Newmar deals with is documentation. Our products are comprised of so many components from different manufacturers that keeping up with their literature and documentation can be overwhelming -- not to mention our own documentation that we need to keep up with. Because of MindTouch, Newmar is able to cater to our customers' information needs like never before. We are now able to provide coach owners and service technicians with instant access to the information they need when they need it.
My department, Technical Publications, is responsible for adding and maintaining our MindTouch content. We make use of the aging, traffic, and content rating reports to keep up with what's most important to our users and help prioritize our focus for research, technical, and editorial reviews. The MindTouch framework makes it very easy to add to and update our functional and technical guides and articles as new/relevant information becomes available. Aside from the great web UI and framework of the product, MindTouch offers a very well-documented API that we use for programmatically adding users, adding and updating content, and maintaining permissions.
MindTouch has made such a profound impact on our ability to get relevant, up-to-date information in the hands of our users that we will soon be creating our coach owner's guides exclusively from our MindTouch site.
Pros
What really sets MindTouch apart from other providers I’ve worked with is that the people who know so much about the product also understand how their customers actually use the product. That had a profound impact on our setup, configuration, implementation, and rollout. One of the most refreshing things that MindTouch demonstrates is that they don't expect everyone to use their product exactly the same way!
Once we signed our contract we moved into the on-boarding process, which was practically the easiest part of the whole thing. It was unbelievable to see that all of their checklists and documentation for setting up our site was openly available on the MindTouch customer success website. Having access to that information during the sales process allowed us to see what was coming and what to expect along the way. Beyond the documentation, though, our Implementation manager guided us by making sure that we understood what we needed to do and how to use the product to accomplish the task at hand. Whether we were following the process for standard functionality or delving into a question/feature/use-case for our specific implementation needs, she would walk us through a hands-on demo or facilitate a meeting with a subject matter expert to be sure we were well-trained. By the time we were finished with the training we were well “on board” with MindTouch.
I can’t talk about a successful sales and on-boarding process without also mentioning the pleasant, timely, and very helpful assistance I’ve received from customer support. They have answered several questions and helped troubleshoot some things with me. I have also quickly come to count on my rep as a valuable resource for some of the deeper functionality/programming concepts of the product! There have been occasions where my questions/incidents have been escalated to him and he’s known the answer right off the top of his head, and there have also been a couple times that he has gone further up stream to find an answer for me. All in all, the customer support team has been very timely, responsive, and helpful.
As if all of that isn’t enough, though, I’ve even received some personal follow-up messages from one of the VPs. Of course, anyone would expect an executive in that area to be polite and courteous when dealing with a customer, but aside from that what I have seen is that he rolls up his sleeves and gets directly involved. I’m sure that some of the things he’s communicated with me about could have been left for others in his team to take care of, but the fact that he handled them personally is a characteristic I admire. That's something I look for in the leadership of the companies I choose to do business with because it speaks volumes about the culture of the organization.
I was told up front about the ways that MindTouch interacts with its customers to be sure they are happy and getting the most out of the product, but I never expected the experience to be this good! Everyone I’ve had the privilege of coming into contact with at MindTouch has consistently proven this and reinforced the fact that I made the right choice with MindTouch. I’ve never had such a pleasant overall experience with a product, and I’m looking forward to our future success with this partnership.
Cons
One of the challenges we have with using the MindTouch framework is the inability to list an article in more than one location throughout the site. The MindTouch workaround for this is to create a new page and link the content from one article to another. This is acceptable, but far from ideal because it creates several challenges for my department as they try to configure the site to work for printing owner's guides for multiple products.
MindTouch has developed "DekiScript", which is both a positive and a negative. While it provides convenience within the product, there are a few "shortcuts" that seem to be missing. One example is in creating a PDF of a guide or page in responsive. Since Responsive doesn't yet have any obvious means of creating a PDF, it would be most helpful if there was a "page.pdf" shortcut that would produce the url for doing so. Instead, you have to jump through a few hoops to get what you need to piece together a relatively simple thing. This forces unnecessary complication back onto us to manage with the rest of our content.
Likelihood to Recommend
MindTouch is very well suited for handling large quantities of information grouped into guides. It is even a great product if you want to create a comprehensive owner's manual for a product. It can also be configured to handle multiple owner's manuals, but you will likely need to make use of the API if you need to update/maintain content, properties, or attributes in bulk.
Mindtouch is being used to provide self service support to our global customer base. The content is created and maintained in-house by my support team and allows our customers to access a wealth of technical material about our products 24/7.
Pros
Provides an easy to use repository for complex technical information.
Supports complex and consistent formatting and document layouts across a variety of browsers and platforms.
Allows users to download PDF versions of the content to take away when there is no internet at the location they are planning to use it e.g. race track or proving ground.
Cons
The search engine still needs improvement as not all searches seem to get the right article first or even second time.
Managing multilingual versions is challenging and needs some work.
Likelihood to Recommend
It works well in our environment where our customers are mainly male and aged 25-45 so they like a self service approach rather than calling or sending e-mails The content can be seen at www.racelogic.support
MindTouch is used as a repository to document all procedures across our entire organization. It is capable of integrating with Active Directory, providing an easy way to secure access to pages by users and groups. Search is lightning fast. We love that it runs on Linux! Also capable of exporting any page in PDF format for easy distribution.
Pros
Active Directory integration
Easy to use
Runs on Linux
Fast search
Cons
Inserting images can be cumbersome because you have to upload them first
Organizing documentation can be difficult
Likelihood to Recommend
Mindtouch is well suited for our environment. We needed a simple solution for documenting procedures, with security restrictions.
