Love it, but still exploring
February 03, 2016

Love it, but still exploring

Eban Schachter | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

MindTouch 4

Overall Satisfaction with MindTouch

We currently use MindTouch as an internal knowledge management tool for customer support. We have a custom embedded widget in our ticketing system that serves knowledge based on ticket content and also allows agents to search for answers from within a ticket.

We will be expanding the reach of this tool to other customer facing groups this year and (possibly) exposing knowledge directly to our customers for self-help by the end of the year.

Currently, all knowledge is submitted to me for inclusion in MT. This makes the body of knowledge tribal in nature. I am working toward opening up a role for knowledge management and training in our group. This resource will be responsible for the content in MindTouch.

  • Search - The search is intuitive and surprisingly accurate.
  • Integration - Between hooks and API's, MindTouch can be wherever we need to be.
  • You need to have the appropriate resources to continually update the knowledge and expand the scope of usage.
  • We are still in the process of developing metrics and tracking. This will occur after sufficient knowledge is built in the system.
Might be less appropriate in shops with limited budgets. MindTouch is great, but requires a hefty amount of money. It may not be affordable to some.