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MindTouch

MindTouch

4.1
(50 reviews)
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MindTouch is dedicated to product help software. MindTouch offers an online help system that includes a knowledge base.

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MindTouch review by Mike D.
Mike D.
Validated Reviewer
Verified Current User
Review Source

"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

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MindTouch review by Ben M.
Ben M.
Validated Reviewer
Verified Current User
Review Source

"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 Self-Service solution do you use?

Thanks for letting us know!
MindTouch review by Quentin B.
Quentin B.
Validated Reviewer
Verified Current User
Review Source

"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 Dane D.
Dane D.
Validated Reviewer
Verified Current User
Review Source

"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 Alicia T.
Alicia T.
Validated Reviewer
Verified Current User
Review Source

"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
Review Source

"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.

MindTouch review by Neal K.
Neal K.
Validated Reviewer
Review Source

"Easy to use content management platform"

What do you like best?

- Easy to create templates

- Easy to customize the look and feel

- Integration with SSO systems

- Flexible permission controls that let us show/hide content based on user roles

- WYSIWYG editor allowed us to increase our author base

- Immediate edit/publish cycle

- Good reports on search terms

- Amazingly responsive support team

- Stable tool with very view errors

What do you dislike?

Needs better analytics, or an API to connect Mindtouch to data analysis tools

Recommendations to others considering the product

Evaluate the cost vs designing and building your own system or smaller doc tools. We needed a system that allowed for collaboration, let us build templates, and had strong permission controls.

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

We needed a documentation platform that could be used by people across the company. The documentation team managed the tool and wrote most of the content, but we needed a tool that could be used by everyone in the company. We also needed something with robust permission controls and some degree of content reuse functionality.

We used Mindtouch to create user and admin guides, release notes, howto topics, and tutorials. It's easy to create templates for all of these, and easy to customize the look and feel to match our corporate design.

MindTouch review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"MindTouch Extended Our Reach"

What do you like best?

I find the work Paths, Content Re-use, central Media Repository, and Cloud-based Platform the best features for our needs at this time.

What do you dislike?

I find the system delivered fonts/format are a bit clunky. I needed a team member with more css experience than I had to customize the formatting.

Recommendations to others considering the product

I suggest comparing MindTouch to other content/documentation provider software available to see the benefits of using this platform versus a "self-hosted" platform. MindTouch's implementation and support teams are very responsive and willing to answer, or find answers to, any question that comes up. Comparing cost vs overall benefit showed me that MindTouch allows me to focus on content versus managing delivery of the documentation.

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

MindTouch allows us to deliver our documentation proactively online, vs reactive via PDF or via cumbersome Help Files, share content between authors from different teams, and control access to content for different user groups.

By offering our clients the ability to self-service, support requests for configuration information decrease and client questions are more knowledgeable and insightful. The ability to share the same piece of information seamlessly in multiple articles ensures we deliver a consistent message and increase our efficiency. And controlling user access to information allows us to share increasing levels of detail when users progress from prospect to client.

MindTouch review by Executive Sponsor in Computer Software
Executive Sponsor in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Great support and comprehensive indexing"

What do you like best?

My 2 favorite aspects of MindTouch are the support and the index. Support is responsive and able to think outside of the box. The latter is a major plus for support departments. The search index is amazing. Compared to other products we have and use, MindTouch seems to have a flawless index. When they say full-text index, they aren't kidding.

What do you dislike?

Lack of native integration with Microsoft Dynamics CRM is the main thing that I dislike. All things considered, that's a minor gripe since almost nothing integrates with Dynamics. I also think there should be some more robust admin abilities, especially with user accounts. A few simple enhancements in this area would go a long way

Recommendations to others considering the product

You need workable knowledge of CSS and HTML to do most customizations of the UI.

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

MindTouch enables us to educate our customers and our employees with persistent searchable knowledge. It also allows us to keep a somewhat smaller support staff as it deflects tickets.

MindTouch review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"MindTouch as a Knowledge Platform"

What do you like best?

MindTouch has a lot of great features tailored towards Knowledge Management. Conditional Content, Per Page permissions, and Content Reuse are all robust features that really set you apart.

What do you dislike?

Reporting does not enable KCS, and the manual process to get that data is a bit cumbersome. Things like rewarding top contributors, etc is hard to do.

Lack of page subscriptions keeps the customer from being able to keep up to date with the latest information, and the biggest complaint we have.

The authoring/permissions process has also gotten a lot of complaints internally. A more "guided" experience where someone "hits new" then picks which audience they want, and then which section to put it in so they can click "New" from anywhere. And perhaps another option for "I don't know" Where it gets routed to a place for our team to process. Also a review process inline would assist. Currently, a lot of our work has to be done outside of the product, and users have complained the workflow is not intuitive.

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

The ability to have a "Single source of truth" for all of our information.

The benefits is that people have been able to go to one place.

MindTouch review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Great tool"

What do you like best?

MindTouch allows us to easily create, publish, and categorize content for our internal and external users. We are able to set the correct permissions via designated user groups to ensure content can be viewed by its intended audience. The interface and text editor are intuitive and user-friendly, and content contributors of varying skill levels are able to intuit the platform.

What do you dislike?

MindTouch works well for smaller documentation-sets. We often have to manipulate the system in order for it to accept our complex documentation set. MindTouch also struggles with preserving link-rich text, and we are often spending a lot of time maintaining broken hyperlinks.

Recommendations to others considering the product

Create a clear content hierarchy prior to implementing the solution.

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

MindTouch allowed us to create separate content areas for each business area of the company - Sales, Support, Development, and Training. This allows representatives from each group to contribute, manage, and maintain their own content without having to filter requests through the technical writing team. More users are empowered to create content specific to their own business needs.

MindTouch review by Harry K.
Harry K.
Validated Reviewer
Verified Current User
Review Source

"Great for knowledge assets"

What do you like best?

I like the flexibility of MindTouch. We had a fairly specific set of use cases, and their user-facing tools and APIs have allowed us to meet all of them.

What do you dislike?

I think their UI takes some getting used to. Some of the workflows for editing and hosting content and resources seems clunky sometimes. Definitely requires training for new users. But robust solutions require that often.

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

We've been able to host an internal-facing knowledge base for company literature and specs as well as an external facing version of entirely different content. We were also able to leverage MindTouch's APIs to launch a truly contextual customer help experience that is overlayed throughout our Web App.

MindTouch review by Thomas F.
Thomas F.
Validated Reviewer
Verified Current User
Review Source

"I have worked as a consultant with two different clients who chose MindTouch."

What do you like best?

It is great that it automatically configures articles to be searchable by web search engines. Many tools have a weakness with authoring articles, but MindTouch is quite intuitive and well constructed. It is also very open to configuring the different parts by client, making it very versatile and flexible. I have implemented KCS with a number of firms for about 15 years, and although there are many knowledgebases that are KCS certified, this is the only one that I found to actually fully enable and encourage KCS practices.

What do you dislike?

The only thing that I would like improved would be the ability to refine my search, by adding terms to my search string and have it search again, without having to go back.

Recommendations to others considering the product

Consider the work needed to integrate with your case management system. If it is not one that has already been integrated before, you will have to invest considerable time making it work.

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

Self-Help is a critical component of success for my clients as a general rule, and MindTouch is brilliant how it enables and supports customer self-help. Another primary business goal is to encourage collaboration, again something that MindTouch, as a tool, makes easier and more intuitive, which then encourages users to take advantage of it.

MindTouch review by Administrator
Administrator
Validated Reviewer
Review Source

"Takes a little while to figure it out, but ultimately is worth the effort"

What do you like best?

The collaborative editing capabilities of Mindtouch software are great. It allows your entire team to be creating and editing articles at will, which encourages more frequent participation than keeping a library of PDF documents, or some other non-collaborative process for organizing documentation.

What do you dislike?

Ironically, Mindtouch's documentation isn't the greatest, although it's slowly getting better. Their advanced features, in particular, are the most poorly documented (like Dekiscript and API commands). Their tech support is generally pretty good at getting you out of a jam, but it would be ideal if everything were documented better on their support site.

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

We're using Mindtouch primarily to publish white papers and application notes. Historically, these were PDF documents that were scattered around the organization, each one with a different owner. If you wanted to make an update to one, you had to track down the owner of that document. This discouraged updates and participation in general. With Mindtouch, our organization is much more motivated to continually create and update our application note content.

MindTouch review by Robert P.
Robert P.
Validated Reviewer
Verified Current User
Review Source

"Customer Service at MindTouch is Unparalled"

What do you like best?

Customer service at MindTouch is unparalleled. I hold them up as THE example to any vendor. Any call or email into MindTouch gets an almost immediate, personal response, often by phone. Everyone I have worked with at MindTouch over the years has been friendly, knowledgeable, and highly effective in responding to our needs. I feel like the team at MindTouch takes a real interest in the success of their customers, and they have truly been a partner. More times than I can count, our requests for assistance have wound up as improvements to the platform. MindTouch is a great company to work with.

What do you dislike?

Honestly, I can't think of anything that I truly dislike about MindTouch. If I had to ask for something, it would be for a more streamlined staging article process and archiving process. Feedback across multiple articles would be another area for improvement.

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

Internally, we use MindTouch as a platform for leadership driven standards and practices within our firm. Our MindTouch site serves as a central site to access common workflows and policies around our delivery process. As a global architecture firm serving clients from many different offices, our ability to provide consistent service and deliverables from any team is critical to our success. Internally, we aspire to create an environment where anyone in the firm can work from or with any office worldwide as easily as if they were working from their home office. This means that we need to maintain a strong knowledge network in order to quickly and consistently capture and communicate institutional knowledge across dispersed teams. MindTouch is a key part of this knowledge network. As a collaborative site, we have a living set of practices that can be accessed by anyone at the firm from anywhere. It serves as a benchmark that can evolve collectively in real time as opposed to the old practice of often conflicting and out of date PDFs that confounded progress and lead to miscommunication. So far, response to our MindTouch site has been extremely positive as a point source for standards and has sparked conversations about our practices that can finally happen as a communal effort.

MindTouch review by Charity D.
Charity D.
Validated Reviewer
Verified Current User
Review Source

"Best of Breed: no more PDFs"

What do you like best?

We converted an entire documentation set from old-school FrameMaker-based PDFs to Mindtouch online help in less than a month. In the old tech writing world, this scheme would be laughably "impossible." Having previously worked in many Content Managements Systems like Sharepoint, and authoring applications, like RoboHelp, I know just how rooted, intertwined, and complex the standard techdoc can be, and that is surely what we started with. Lots of mid-topic jumps, variables and conditionals, plus content that had not been updated for 4 years, made the whole prospect pretty scary. Mindtouch not only encouraged us to "go for it" with this new doc app but also helped and supported us every step of the way, with world-class phone and web support whenever we hit a blocker.

The content editor has multiple options and views for authoring using Dekiscript, CSS, and HTML, and makes it very easy to insert images and links.

What do you dislike?

The documentation for the new release of Mindtouch is not current with the product. I kept bumping into articles that only applied to the old release and that functionality would often have met my needs, but with the new product, they didn't work. That was frustrating and particularly painful given my deadlines. Also, the pricing model makes me uncomfortable: for back-end wizardry scripting to convert our Framemaker content (which is the main reason I would think anyone would want to go with Mindtouch), I was referred to a partner of theirs at additional cost, and there was still a lot of cleanup after the conversion. There was not a clear roadmap for this conversion process and I felt that the whole service, even if at additional cost, should have been owned and provided by Mindtouch because it would have been a much cleaner and more thorough one. As it was, I felt a little "thrown to the wolves" and I could have prepped my content far better had we been coached as to the way the script worked and what would need cleanup after the conversion. Good thing I know my Framemaker or we wouldn't have made the release deadline at all.

Specific features need improvement: moving topics around in a heirarchy is cumbersome and doesn't give the author enough of a "big picture". Variables don't always work and we had trouble handling document reviews and edits because those feature in Mindtouch are just way too simple for the typical internal doc review.

Recommendations to others considering the product

The one gotcha we didn't anticipate was that customizing our Mindtouch site does require a fair amount of CSS and web design; we didn't have dedicated people for this so making our site "pretty" ended up being the hardest part of the job. Expect to run into a few things like that will mean more cost than the initial quote... but even so, its a steal if you have end-user facing doc and a lean organization.

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

Our users were caught in an infinite loop of searching for help in our old PDFs, not finding what they needed, getting frustrated and lost in the maze of individual docs, calling support, and so on. Each ticket was costing us money and turning away users. Converting our PDFs to Mindtouch is like adding a huge new feature to our software product line. Self-service grows symbiotically with customer engagement and our users, our board members, and our sales and support staff are already benefiting from the streamlined customer journey. Now they can simply point users to the online help before they click that "Submit a Ticket" button. Next, we edit for "word bog" and "layer content" to help users discover even more information before they need to file a ticket; unlike a car that just depreciates in value, our product just keeps getting better. We're looking forward to monetizing this new feature!

MindTouch review by Olav Andreas F.
Olav Andreas F.
Validated Reviewer
Verified Current User
Review Source

"A great platform for software dcumentation "

What do you like best?

Ease of use, editing capabilities, integration possibilities

What do you dislike?

- Used to miss drafts a lot - fixed in responsive :-)

- Poor media repo functionality (We make DAM's so we know how it potentially could work :)

Recommendations to others considering the product

Get on board - you won't look back!

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

Complete documentation for entire FotoWare range of products.

Most obvious benefit is the ability to update docs immediately based on support case feedback or when updated versions are out.

MindTouch review by Travis S.
Travis S.
Validated Reviewer
Review Source

"In a galaxy far far away, our customers were searching for knowledge. "

What do you like best?

MindTouch was intuitive, easy to use, and made organizing our content simple. We quickly added our existing articles and started creating new articles using their out-of-the-box editor. The platform is well thought out and delivers a powerful tool to publish and share content, to both the public or privately.

Working with MindTouch Support to get answers and training was an enjoyable process.

What do you dislike?

I have yet to find any dislikes except the article don't write themselves. However, a build-in tool for capturing screen shots and making annotations would be awesome!

Recommendations to others considering the product

Whether you are just starting to build your knowledge base or have 1000 articles published, MindTouch can provide you with the tools to get organized fast and better support your customers.

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

MindTouch helped destroy the evil silos and defeat the dreaded help-desk ticketing process. With easy access to public information, our customers can search and find relevant content through Google. The MindTouch + Service Cloud integration and Genius Link makes working new cases and connecting with our customer fast and easy.

We have also realized the benefits of public facing knowledge as a marketing tool. Before MindTouch we were spending hours on demos and product education. New prospects who have had the opportunity to learn about our product are empowered to ask deeper questions and get more out of early discovery calls.

MindTouch review by Industry Analyst / Tech Writer in Internet
Industry Analyst / Tech Writer in Internet
Validated Reviewer
Verified Current User
Review Source

"Mindtouch review"

What do you like best?

Layout looks like 2010's.

Been able to categorize the articles and gets sort out in cleaner fashion

What do you dislike?

We previously used Zendesk for managing our help article. However their search engine function was not great.

That's why we switched to Mindtouch hoping that the search function serves better than Zendesk. It turned out about same either way, and sometime very hard to find the article we are looking for,

Recommendations to others considering the product

this would work if you dont use search function. But if thats the key factor for consideration of mindtouch, keep looking.

Other than search function, its nice to be able to categorize articles, as well as the front end design that's up-to-date. layout does not break with video embed into it, which is +

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

benefit is been able to send URL rather than type up every word and knowledge. Also having internal/external section on one article helps internally

MindTouch review by David G.
David G.
Validated Reviewer
Review Source

"Beautiful product wrapped in an exceptional support experience."

What do you like best?

MindTouch offer a complete set of easy to use services and features to our Author/Editor groups. Despite the usability, the supporting features (search and feedback, for example) are powerful and yet simple. As an Architect, I do appreciate the RESTful nature of the product and the Web Oriented Architecture (allowing every object on the site to have a html, JSON or XML representation. This is how software should be written and sold.

What do you dislike?

All facets of the relationship with MindTouch have been positive.

Recommendations to others considering the product

Don't be afraid of asking them for help - they have contract resources to assist with migration. The documentation available is amazing ... you will need time to study this. Spend some time experimenting with your approach to structuring content. Talk to other users.

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

The MindTouch platform is being used as our internal Knowledge Base. It is a critical application for the contact centre. We are extending use to customer self-service functions (which, of course, aligns with MindTouch core capability). We have some experimental ideas on how we can integrate MindTouch with a "semantic model" (think Web 3.0) driving automated contact routing and queueing within the contact centre.

MindTouch review by Jonathan B.
Jonathan B.
Validated Reviewer
Verified Current User
Review Source

"MindTouch for Documentation"

What do you like best?

Easy to use. Customizable Templates. SEO results are great.

What do you dislike?

Hard to structure and move files. Branding and design isn't the easiest. Not a very intuitive UI for creating new pages. Would like to be able to show help articles in product.

Out-of-the-box branding and design does not look good. Some good looking templates would be great.

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

Reduce cost to serve. Provide customer self-service and education. Learn about customer usage and FAQs.

MindTouch review by Administrator in Renewables & Environment
Administrator in Renewables & Environment
Validated Reviewer
Verified Current User
Review Source

"Easy to Use and Share Information"

What do you like best?

I like the fact that all our company information is stored in one easy-to-access spot. If someone needs a question answered, it's like having our own personalized Google search with the results specific to our company.

Although we haven't really enabled Mindtouch's more useful feature, giving customers direct access to the answers they seek, it has been extremely useful keeping everyone in the office on the same page.

We look forward to building out the customer-facing Mindtouch portal, and enabling the SalesForce connection that allows reps to search Mindtouch directly through their SalesForce portals.

The support has been amazing, and Mindtouch has helped us implement and utilize the best features along the way.

What do you dislike?

The problems aren't so much with Mindtouch itself but with setting aside the time it takes to truly take advantage of the platform. In a busy company with a startup atmosphere, it's difficult taking the proper time to add new content, promote the platform for use and build out the customer-facing side.

This being said, even contributing little-by-little and making micro-advances has been very useful. It doesn't require an entire team or 24/7 push. It's better to look at it like a long-term asset that you slowly but consistently build over time. The more information that gets in, the more useful the platform becomes for everyone.

Recommendations to others considering the product

Create a small team to focus on adding a little content each week. Have one person that's more dedicated and helps curate and spread the content.

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

We have lots of "information silos" in our company. Basically, each department has almost entirely specialized knowledge unique to them, and often times other departments don't know what others know. This makes it difficult to cohesively collaborate on projects and keep everyone on the same page.

Mindtouch has granted all our employees access to information (both department-specific and not) that helps them achieve their daily tasks, while also gaining a more holistic view of how the company works.

MindTouch review by Dennis K.
Dennis K.
Validated Reviewer
Verified Current User
Review Source

"MindTouch Responsive Review"

What do you like best?

MindTouch support is incredibly helpful, and always responds in a timely manner. The level of support provides a sense of security for the product, since there's always someone ready to respond to questions or issues.

What do you dislike?

The constant changes being pushed out can cause site functionality to change without much notice, but is more of an annoyance than a "dislike."

Recommendations to others considering the product

If you've ever worked in a clunky docs/knowledge base, make the change now, and learn about how to push the limits of MindTouch.

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

The ability to integrate all aspects of our knowledge bases into one place allows us to reduce overhead, increase visibility across different areas, and organize content more easily than before.

MindTouch review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Well supported and friendly to use"

What do you like best?

I have been extremely happy with how quick their support has been and they always try to go above and beyond when it comes to helping. It isn't so much of a "we can't do that" but here is what could work for your situation. Even though we customized the heck out of our platform, they can still provide assistance.

What do you dislike?

The documentation around the API isn't always posted. Typically if you ask an article is switched to published though and you can access it.

Recommendations to others considering the product

If you want it to be highly customized, it will be a bit difficult, but it can totally be done.

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

We needed somewhere to put our documentation on the APIs. It works very well for documentation purposes and though sometimes difficult can be highly customized.

MindTouch review by Consultant
Consultant
Validated Reviewer
Review Source

"Easily Navigating through different modules"

What do you like best?

The most valuable feature of this product would be the overall structuring of the content and guides. It is very easy to navigate through the different modules and to set content hierarchies. From an end user's perspective, it is very easy to find what you are looking for through the guide hierarchy or by simply using the search bar.

What do you dislike?

I think that there could be improvements in the actual structuring and formatting of content, i.e., when creating topics and guides in MindTouch. Although they advertise that you can simply “copy and paste” content, I found this product to be tricky when doing this; it lacked clean formatting. There aren’t a lot of options to style the content as compared to programs like Microsoft Word (such as formatting tables, lists, etc.) and I found that often I had to settle in terms of styling the content as close to my ideals, that the product would allow.

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

Before MindTouch, our users had to constantly look through our old PDFs to find answers; many times not finding what they needed in the maze of the individual docs and then, had to call customer support when they became frustrated. Converting our PDFs to MindTouch is like adding a huge new feature to our software product line and it has, so far, had a great approval rate amongst our clients.

Since we use this product as a resource for both the customers and employees, I would say it has also improved the ways our staff accesses information, which in turn improves overall efficiency. Instead of having to search through bottomless company-wide folders, SharePoint sites or past emails, any information regarding our solutions can be easily found and accessed.

MindTouch review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Collaborative Platform"

What do you like best?

I like being able to have multiple authors that can all edit simultaneously to get things done faster and more efficiently. I also enjoy the new responsive layout that we just migrated to. The draft option is great.

What do you dislike?

Formatting tends to be all over the place. Especially switching to the responsive platform. I don't like that on the new platform you cannot easily change dekiscript calls under tabs to pull in data.

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

Solving support issues and self-help. This platform really helps us give our users what they need to be successful n their own.

MindTouch review by Jennifer E.
Jennifer E.
Validated Reviewer
Verified Current User
Review Source

"MindTouch enables anyone to be a content developer"

What do you like best?

I love how easy their WYSWG editor is to use.

What do you dislike?

The lack of documentation provided for their proprietary language.

Recommendations to others considering the product

If you want to customize anything, you will need to either hire someone, pay for professional services, or go through a 3rd party vendor.

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

Customer self-service

MindTouch review by Administrator in Security and Investigations
Administrator in Security and Investigations
Validated Reviewer
Verified Current User
Review Source

"Really Positive"

What do you like best?

Ease of organizing a large body of knowledge. Easy to use responsive design principles. Documentation makes it easy for me to find ideas and how to implement them.

What do you dislike?

Our account manager is impossible to work with. I have never received an expected email without having to reach out to get it. We even asked how to get more seats, a venture that would probably made them look better but still no response. This does not apply to my experience with support they have been great.

Recommendations to others considering the product

More templates for more complicated ideas. Forms are hard to work with. In general the templates that need to be implemented need to be more dynamic.

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

Teaching people to use a new disruptive technology. It gives us a body of knowledge that we can point to, which in turn reduces support costs.

MindTouch review by Administrator in Internet
Administrator in Internet
Validated Reviewer
Verified Current User
Review Source

"Very Flexible. Steep learning curve"

What do you like best?

Flexibility - Way better any other knowledge base out there. better than Zendesk, Freshdesk, or Confluence.

Customer Service - Helped me thought the launch process.

What do you dislike?

The learning curve - Flexibility increases complexity. It was difficult for authors to understand the system and figure out permissioning. A lot of developer time was needed to figure it out.

Cost - This system can certainly be very expensive. Much more than what you would pay for a Zendesk or Freshdesk implementation.

Recommendations to others considering the product

The system needs to be more user-friendly and provide more support for templated implementation so that users can easily customize look and feel without going into code. Requiring users to take a deep dive into code means using extra resources.

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

Our clients should be able to access product documentation, technical documentation very easily and at the same have easy access to internal documentation for employees

MindTouch review by Lindsey S.
Lindsey S.
Validated Reviewer
Verified Current User
Review Source

"MIndtouch Review "

What do you like best?

I love how easy it is to attach a support article to a ticket. This saves agents time, and increases productivity

What do you dislike?

I wouldn't change anything about this product

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

Increasing agents productivity

MindTouch review by Ben E.
Ben E.
Validated Reviewer
Verified Current User
Review Source

"Easy to set up and self serving"

What do you like best?

Manage users and trouble shoot odd formating

What do you dislike?

Unable to do some reporting and extracting user information

Recommendations to others considering the product

Reporting extracts, on active users woudl be nice,

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

centralised knowlage and single sorce of truth

MindTouch review by Industry Analyst / Tech Writer in Computer Software
Industry Analyst / Tech Writer in Computer Software
Validated Reviewer
Verified Current User
Review Source

"MindTouch is awesome"

What do you like best?

Remarkably powerful, easy-to-implement customer content solution. It provides advanced content management and user experience right out-of-the-box, with practically limitless customization options.

What do you dislike?

The out-of-box templates are locked into a pretty strict content hierarchy - this is easy enough to work around but it can seem rigid at first.

Recommendations to others considering the product

Absolutely subscribe if you need a rich online content experience, particularly if your organization recognizes the value of serving up technical content to the Web as a key part of the Sales cycle and customer retention.

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

Robust content management including reuse, variables, and seamless deployment to the end-user experience. Maintenance cycles for new content have essentially disappeared, as the only truly manual work that is left to do is to write the content.

MindTouch review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"MindTouch Review"

What do you like best?

I love that it is easy to create and manage our content within MindTouch

What do you dislike?

Not much really. Sometimes it gets a little confusing with all the different article types to choose from but your last update solved that issue.

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

Keeping all our business documents in one place. This helps us keep all our files organized. This also makes it easier for our customer to self help.

MindTouch review by Industry Analyst / Tech Writer in Computer Software
Industry Analyst / Tech Writer in Computer Software
Validated Reviewer
Review Source

"Wonderful product - definitely checkout for your business model!"

What do you like best?

* Being able to publish and update topics immediately.

* Being able to review what users have been searching for and adjust paths for the results.

* Being able to create PDFs of individual topics and PDF Books of groups of topics.

* Being able to link to other topics, provide glossary definitions for terms, and reuse screenshots.

* We were able to personalize the site for our specific needs. While this took some time and a solid plan, it has come together very nicely.

What do you dislike?

* Would like for it to be easier to add the glossary definitions.

* Would like a little more personalization of the PDF Books Cover page - this is limiting right now.

* Would love to be able to reuse content more easily, but they are working on this feature and there are workarounds right now.

Recommendations to others considering the product

Make sure that you have a list of items that you absolutely need, would like to have, would be nice to have but isn't required, and so on. Then work with MindTouch personnel to figure out what things on your list can be done.

If you do not have employees that you can spare to work on the personalization of the product, be sure to look at one of MindTouch's partners for branding. These companies know what can and cannot be done in the system, and will not have the ramp up issues other branding companies may have.

Be sure to get the Premium Support package - this is very much needed during the initial setup and launch of the site and more than pays for itself.

Be flexible in your requirements, as many times you need to adjust your thinking when moving from traditional programs to an online system. There will inevitably be some limitations, but as we have found a lot of those limitations are not utilized by our customers anymore.

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

* The ability for our users to keyword search for information. We have noticed that our users and personnel seem to use non-standard terminology when searching our documentation. By reviewing search terms and then doing some additional research, we have been able to add these non-standard terms to our topics as "tags". In cases where we do not have those topics covered, we are able to add those topics to our to-do list.

* The ability to get feedback on our topics. We have been seeing more and more users providing feedback or asking questions about our documentation. In most cases, the feedback has notified us of minor issues such as adding a Note and screenshot, or moving information around in the topic so that it is more prominent. In other cases, it has made us aware of holes in our documentation that we are able to quickly fill. In all cases, it has proved that our users are in fact reviewing our documentation and opened up good communication.

* The ability for our users to create personalized PDF books of topics. Since each of our customers uses our product in different ways, they have really enjoyed the ability to take the topics that are type-specific to there needs and create PDF books. This was one of the primary requirements when we chose Mindtouch and it has been met with very positive feedback.

MindTouch review by Administrator in Mining & Metals
Administrator in Mining & Metals
Validated Reviewer
Verified Current User
Review Source

"Great Knowledge Management Platform"

What do you like best?

It has quite a few features that make it a great knowledge management platform.

What do you dislike?

We are struggling with taking and being able to setup and configure white labeling for other organizations that want to present a branded experience.

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

We are able to take and provide more actionable knowledge that allows us to take and reduce the number of tickets into our support team.

MindTouch review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Technical Documentation Wiki Platform"

What do you like best?

We are using the platform to deliver technical content to our clients. The pages are easy to modify and generate, and the platform is stable.

What do you dislike?

Some functionality is limited. We'd like to be able to personalize our client's experience more. My customer-service experience has declined a bit recently.

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

Solving the delivery of client-facing technical documentation.

MindTouch review by Administrator in Financial Services
Administrator in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Empowering our clients"

What do you like best?

The flexibility of the system allows us to create an environment that is targeted to our users.

What do you dislike?

Would have liked to see some prototypes before designing my system for ideas.

Recommendations to others considering the product

would like some user/community webinars

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

Needed a tool for integrated help within our system. We have received positive feedback from users.

MindTouch review by Industry Analyst / Tech Writer in Information Technology and Services
Industry Analyst / Tech Writer in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"MindTouch is an easy to customize, useful solution for our users."

What do you like best?

I develop the user interface for our site and write end-user content. MindTouch provides an easy way to customize and brand the site, and the authoring tools are intuitive. The MindTouch support team is always ready to help.

What do you dislike?

Some functionality we used in older releases of the platform are no longer available, such as generating a PDF of subpages or creating a book.

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

We provide software documentation for our end users, and MindTouch allows us to make immediate changes to our documentation and easily import legacy content.

MindTouch review by Adam W.
Adam W.
Validated Reviewer
Review Source

"A solid CMS"

What do you like best?

Mindtouch is easy to use and there is a great deal of help content provided for learning.

What do you dislike?

Unable to manipulate certain aspects of CMS.

Recommendations to others considering the product

What are you choosing this system over other possibilities? What value does this product bring to your company?

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

I work as a technical writer and I manage a company's help manual. Mindtouch's article structure allows me to easily categorize and organize our information.

MindTouch review by User in Financial Services
User in Financial Services
Validated Reviewer
Review Source

"Solid knowledge basis tool"

What do you like best?

The predictive search works well as long as your article titles are consistent, but can become unwieldy if standardization is poor.

What do you dislike?

Compared to other knowledge base tools the amount of downtime and bugs is hard to get over.

Recommendations to others considering the product

Ensure that if many stakeholders will be contributing that clear and detailed documentation exists.

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

We use the software to provide customers with a knowledge basis of information and FAQs. Internally as a knowledge base.

MindTouch review by Administrator
Administrator
Validated Reviewer
Review Source

"Excellent company with Excellent Knowledgeable Staff "

What do you like best?

MindTouch's reliability and customer service approach is excellent.

What do you dislike?

There isn't one thing I dislike about MindTouch.

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

We have bridged a gap in the delivery of up-to-date lesson plans for Teachers in Arizona that are offering Career and Technical Education. We realized how much our students across Arizona can grow their technical skills, when we are able to deliver up-to-date lessons to assist the teachers.

MindTouch review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"Help text made easy"

What do you like best?

MindTouch makes hosting and editing help content so incredibly easy, and their customer support and onboarding is some of the best I've seen in SaaS.

What do you dislike?

There are some idiosyncrasies to the system but you quickly learn to work with them.

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

We needed an easy way for our content teams to write and publish help and explanatory content and MindTouch makes this seamless.

MindTouch review by Gregory H.
Gregory H.
Validated Reviewer
Review Source

"Great tool, used for years for our documentation"

What do you like best?

Very efficient tool for documentation and collaboration

What do you dislike?

Really nothing to dislike. The support has been quite good and the usability is top notch.

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

Documentation

MindTouch review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Great for e-learning"

What do you like best?

I love how it is easy to navigate and we are able to create a university in minutes.

What do you dislike?

I dislike the cost, it is almost too high for something of it's caliber.

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

We want to build a university for our lead generation program.

MindTouch review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source

"Corporate wiki"

What do you like best?

Easy to use. Lots of great background functionality..

What do you dislike?

Billing process - It is frustrating to pay for a service ahead of time. I found them to be very inflexible..

Recommendations to others considering the product

Work on better billing terms.

Read your contract closely.

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

Corporate information sharing - One place to operational information

Quality system - Policy, Process & Work instructions

MindTouch review by Industry Analyst / Tech Writer
Industry Analyst / Tech Writer
Validated Reviewer
Review Source

"Documentarian's Dream"

What do you like best?

MindTouch is super user-friendly and it's easy to add a lot of customization to your site with the tools provided.

What do you dislike?

There's currently only a small number of reporting features, but what's there is very useful.

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

MindTouch has helped us streamline our knowledgebase and offer better support to our own customers.

MindTouch review by User in Renewables & Environment
User in Renewables & Environment
Validated Reviewer
Verified Current User
Review Source

"Used MindTouch to sync support tickets in Salesforce with public knowledge-base articles on website."

What do you like best?

Flexibility and automation. It allowed us to easily update content and sync real-time updates with public-facing information.

What do you dislike?

Startup time to get relevant tags for linked articles.

Recommendations to others considering the product

Have knowledge base as organized and categorized as possible to be ready to go.

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

Disconnect between public, static information and knowledge being shared by customer engagement with support agents. Less tickets, higher customer satisfaction.

MindTouch review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source

"It's a great knowledge base tool."

What do you like best?

The flexibility and search features. Navigation using the menu tree structure works really well. Tagging functions are great. Audit tracking is really useful.

What do you dislike?

The version we use looks dated and the interface really needs updating. Navigation isn't as streamlined as I feel it should be.

Recommendations to others considering the product

Updated interface. Clearer navigation options.

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

We use it primarily as a knowledgebase for the products we support.

MindTouch review by Fernando D.
Fernando D.
Validated Reviewer
Review Source

"Reliable Documentation Software with room for improvement "

What do you like best?

Good access controls, decent editor, good support Open search standard supported

What do you dislike?

Antiquated feel and look. Limiting editor. Import and export is complex and not many options. Search is finicky.

Recommendations to others considering the product

Their table support allows for good organization of documentation. Lots of editing is required after importing.

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

Product Documentation. Folder structure and content reusability.

MindTouch review by User in Retail
User in Retail
Validated Reviewer
Review Source

"Mind Touch"

What do you like best?

Ease of use and overall layout of product.

What do you dislike?

Slow response time. Had freezing issues in the past.

Recommendations to others considering the product

The ease of use of the product

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

Easier than most to reach out to customers.

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MindTouch
4.1
(50 reviews)