MindTouch

MindTouch

(50)
4.1 out of 5 stars

MindTouch is dedicated to product help software. MindTouch offers an online help system that includes a knowledge base.

Work for MindTouch?

Learning about MindTouch?

We can help you find the solution that fits you best.

Find the Right Product

MindTouch Reviews

Ask MindTouch a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • User Industry
  • For Category
Ratings
Company Size
User Role
User Industry
For Category
Showing 50 MindTouch reviews
LinkedIn Connections
MindTouch review by <span>Mike D.</span>
Mike D.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd on behalf of the vendor
Reviewed On

Positive customer experience overall, great product

What do you like best?

The product itself is outstanding. Also, we find support very responsive. We've used several products historically and Mindtouch's product is the most effective and soundly constructed tool we've used. They very clearly have a sound philosophy in how they approach knowledge management, while also having a tool that is customizable enough to meet a wide range of applications and needs

What do you dislike?

We sometimes could use some assistance in scripting and style that is either only available with higher levels of support, or requires third-party involvement. For a small organization with no budget for developers or design, a basic level of support here would be useful.

Recommendations to others considering the product

Do it.

What business problems are you solving with the product? What benefits have you realized?

Basically our customer requires a single repository of how their policies and procedures are to be handled, and how we are to meet their expectations on customer service. Our users, primarily tech support, needs this to be easily accessible while they are on call and/or in mid-troubleshooting. This product meets those needs on all counts

Sign in to G2 Crowd to see what your connections have to say about MindTouch
Headshots
MindTouch review by <span>Ben M.</span>
Ben M.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd on behalf of the vendor
Reviewed On

Content management done right

What do you like best?

- Easy to use WYSIWYG authoring tools.

- Granular permissions/access model

- Responsive support team

- Very customizable

- Enterprise features (SSL/CNAME/whitelabeling)

What do you dislike?

- Non-customizable base page templates

- No page URL/slug management tools

- Antiquated, built-in support form integrations

- Touchpoints are a paid add-on

Recommendations to others considering the product

- Not all platform easily support content re-use. MindTouch makes it very straightforward to reuse content in multiple places which reduces redundancy and administrative overhead.

- If you plan on white labeling and branding your MindTouch instance, an experience front-end developer is recommended, as theme/style customizations are not done via WYSIWYG editing.

What business problems are you solving with the product? What benefits have you realized?

The main problem we solved with MindTouch was how to make our external-facing documentation easier to manage by internal staff and create a more robust user-experience.

Mindtouch solves both these problems by making documentation easy to manage through a standard content management/authoring user interface. It also gives us a lightweight hosting platform to add customizations (JS/CSS) and keep content organized (templates/nested documents/etc.).

What Customer Success solution do you use?

Thanks for letting us know!
MindTouch review by <span>Quentin B.</span>
Quentin B.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd on behalf of the vendor
Reviewed On

Mindtouch Excels at what it does best

What do you like best?

I love the easy customization options. It makes it easy to have a article-authoring process in place to create a vibrant knowledge base. It also auto-updates and reroutes links based on if you change the name of the article or where the article is listed. It also has reports that give insights into how your knowledge base is being used and allows for user feedback.

What do you dislike?

One thing that I would love to be improved is the customization of their categories and guides which has some hard-coded appearance. (there are several tabs which show articles underneath such as how tos and faqs, but doesnt allow you to reorganize those tabs)

Recommendations to others considering the product

Do it! It is a business solution for knowledge base management that has provided a more agile approach to knowledge base management

What business problems are you solving with the product? What benefits have you realized?

It allows us to get information to our clients on how to best solve their own issues. Using the client feedback and usage statistics allows us to better hone in on what articles need the most focus.

MindTouch review by <span>Dane D.</span>
Dane D.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd on behalf of the vendor
Reviewed On

Storing and Sharing Information Across a Business

What do you like best?

I like the design's simplicity and how it allows for a massive amount of information to be divided between pages and viewed by a list of users that can be as restrictive as desired. This allows the people who need the information to have access upon logging in without seeing items that they should not be viewing. Therefore, we can separate our customers from our employees in this way and avoid undesired content sharing.

What do you dislike?

Sometimes the overabundance of page types can become confusing and cause flow errors across the site. Many times, this is the main complaint of our new employees as we teach them to modify and navigate the site.

What business problems are you solving with the product? What benefits have you realized?

We have increased interdepartmental communication as well as communication with our customers. Additionally, training is much easier since we can post procedures on the pages.

MindTouch review by <span>Alicia T.</span>
Alicia T.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd on behalf of the vendor
Reviewed On

Mindtouch was exactly what we were looking for!

What do you like best?

With our Mindtouch site, we are able to provide all necessary internal documentation as well as have a customer facing support section. This has allowed us to ensure all our documentation is up-to-date and in a single location.

What do you dislike?

Initially, we gave too many users the ability to author and this resulted in duplicate information. Now that there is a "draft" setting, we can review each page before it is published!

Recommendations to others considering the product

Implementing Mindtouch will give you the opportunity to plan out a framework for your information and begin to organize it in the way that is most meaningful to your business.

What business problems are you solving with the product? What benefits have you realized?

Providing current, relevant, problem-solving information to our employees right at their fingertips has been a huge benefit to us. It has greatly reduced the need for them to reach out for assistance.

MindTouch review by Consultant
Consultant
Validated Reviewer
Verified Current User
Invitation from G2 Crowd on behalf of the vendor
Reviewed On

Bad product, bad support. Really.

What do you like best?

That soon, we don't use Mindtouch anymore.

What do you dislike?

Mindtouch support. Mindtouch price-performance ratio. Mindtouch promises, not kept. Dekiscript. Templates overwritten. Mindtouch prices.

Recommendations to others considering the product

Don't use it. They promise you that everything can be accomplished with their software. Then you ask them "How can I do XY with MindTouch?" They tell you how to do it. You have to change this template and that template here and there. One year later, your Mindtouch site does not work anymore. After investigating, you see that their API changed, or that they overwrote a template. You ask them to either stop changing the APIs and templates, or at least to tell you when they do change them. They promise you complete backwards compatibility from now on. Some months later, the site is broken again. You ask them to stop modifying the templates and the APIs. They tell you that they HAVE to change them, and that you should not use these APIs in your templates, because these are internal APIs. Even though these APIs were recommended to you by Mindtouch engineers. Then they promise you that Mindtouch engineers will guide you on how you can refactor your solution so that you don't use internal APIs anymore. These engineers will never contact you. If you ask for them, you will be promised that they call you back within 2 days, but they won't.

What business problems are you solving with the product? What benefits have you realized?

Mindtouch created problems, didn't solve them.

Learn more about MindTouch

MindTouch Videos

Kate avatar
Kate from G2 Crowd

Learning about MindTouch?

I can help.
* We monitor all MindTouch reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.