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Real User
Principal Writer & User Experience Design at a tech company with 201-500 employees
Apr 09 2018

What is most valuable?

* A WYSIWGY editor that generates HTML * CMS version control * Automatic search for link targets * User permissions * Modals * Easy table generation * Editing * Good customer support

How has it helped my organization?

MindTouch provides an easy way to create HTML using an MS Word-like interface. The editor, however, contains advanced, professional features, such as single-sourcing text for multiple chapters that savvy technical writers can take advantage of.

What needs improvement?

* Workflow: There are status indicators that imply draft -> finished, but they don’t really work that way. * Better support for the contextual hiding of content. Right now, the only filters are pro and non-pro. The user should be able to... more»
Real User
Technical Writer / Help Author / Copywriter / Course Instructor at a tech vendor with 11-50 employees
Oct 31 2017

What is most valuable?

Being able to make quick edits so as to clarify points in the support articles based on the support feedback, and the powerful reorganization tools so as to move stuff around as needed, without breaking any existing links are the most... more»

How has it helped my organization?

We used to have a compiled help system where quick edits weren't possible without altering, compiling and deploying the changes. Since MindTouch is essentially a CMS which is tuned for technical support articles and to the likes of those, we... more»

What needs improvement?

Management of the screenshots is clearly an area that can be improved. We make DAM systems ourselves, so we're used to having a greater control of these assets. Considering the sheer volume of articles and screenshots that we have, a better... more»
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Real User
Marketing Coordinator Co-Op at a tech services company with 11-50 employees
Jun 09 2017

What is most valuable?

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... more»

How has it helped my organization?

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... more»

What needs improvement?

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... more»
Real User
Principal Writer & User Experience Design at a tech company with 201-500 employees
Feb 27 2018

What do you think of MindTouch?

Primary Use Case Technical writing in the software industry. Writing includes developer guides and API guides. • Improvements to My Organization MindTouch (MT) is the only real HTML authoring tool that has the sophistication technical writers need. MT is also a CMS to handle version control. • Valuable Features Simple editing features Single sourcing Intelligent link searching The ability to edit the HTML, as well as the WYSIWYG. • Room for Improvement The doc status is non-functional. MT would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing. • Use of Solution Three to five years. • Stability Issues Sometimes, but MT communicates support issues if you subscribe. • Scalability Issues Yes. If...

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What is MindTouch?

MindTouch changes you customer support experience from reactive to proactive in as quickly as a single day. Create product experts and brand advocates. Increase user adoption by decreasing customer effort. Improve all your customer support metrics and understand your customers and buyers better. Bonus: drive more buyers to your website. "As a MindTouch customer, we know that we have a partner that is fanatical about our success with their products." - Tien Tzuo, CEO at Zuora
MindTouch customers
Cisco, Citrix, HP, IBM, Juniper Networks, Kenworth, PayPal, Remington, Verizon
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