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.