MindTouch Overview

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
MindTouch Video

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Principal Writer & User Experience Design at a tech company with 201-500 employees
Real User
Some of the valuable features include a WYSIWGY editor that generates HTML and CMS version control.

What is our primary use case?

Technical writing. Developer documentation including Getting Started, Core Concept, Task descriptions, etc.

What other advice do I have?

It is a good product. I am not sure they support translation robustly.
Principal Writer & User Experience Design at a tech company with 201-500 employees
Real User
Customer support is terrific. The team is personable, informed, and responsive.

What is our primary use case?

Technical writing in the software industry. Writing includes developer guides and API guides.

Pros and Cons

  • "It has the ability to edit the HTML, as well as the WYSIWYG."
  • "Customer support is terrific. The team is personable, informed, and responsive."
  • "One of the biggest missing pieces is a link checker."
  • "If you have hundreds of books, the initial download is slow."
  • "MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
  • "Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."

What other advice do I have?

One of the biggest missing pieces is a link checker.
Technical Writer / Help Author / Copywriter / Course Instructor at a tech vendor with 11-50 employees
Real User
A great tool to keep our documentation up to date, and invaluable for our support department.

What other advice do I have?

Get a trial! We got a pretty extensive trial period where we could try to migrate existing content and see how we could organize it in MindTouch. Being able to test the system with our actual content and seeing how it really worked had us convinced.
Marketing Coordinator Co-Op at a tech services company with 11-50 employees
Consultant
It is easy to navigate through the different modules and to set content hierarchies. There aren’t a lot of options to style the content.

What other advice do I have?

My advice for others looking into this product would be to ask them for help at the initial implementation and then go-live. They have contract resources to assist with migration, as initially importing the guides with little experience in the solution, can be extremely time consuming and problematic.
Customer Communication Specialist at a media company with 51-200 employees
Vendor
The user interface makes it difficult to use effectively.

Valuable Features:

The only thing I liked about this was the fact that you can create an online help system where information changes dynamically.

Room for Improvement:

I was using a very old version (2010), and the user interface was bad making it difficult to perform simple tasks. However, I understand they have a cloud based system that is worth checking out and is much improved.