MindTouch a social sharing of knowledge experiences.
Updated January 02, 2017

MindTouch a social sharing of knowledge experiences.

Chad Kipper | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

MindTouch Responsive

Overall Satisfaction with MindTouch

The MindTouch application is currently integrated with our CRM system to provide knowledge search, linking, and creating in the workflow for support agents. Additionally MindTouch is part of our customer service request creation workflow, presenting customers relevant knowledge articles for their inquiry. Articles are drafted and published by support agents on the solve side. Product mangers are able to include the product documentation part of the evolve loop. Future plans are for manuals to coexist in a single repository for internal and external audiences. The collaborative structure of the application enables the different teams a work space while also providing a hierarchy layout and security to either audiences or document types.
  • Simple straight forward content editor. Once articles are published content is indexed very fast.
  • The options for content layout enables for quick publishing while also allowing for customization appearance if desired.
  • The reporting features of MT are limited. The application does not provide for granular level of reporting for authors activity in one central location.
  • The reporting suite does not show who is looking at content - internal or external users.
  • The application does not provide a simple easy to use break down on the number and type of categories/guides/articles.
  • Too soon in our deployment.
Content is able to be authored, published, and found; with little training to authors the application is a success.
MindTouch excels in content creation, systems integration, and user/groups administration. Enabling collaborative publishing of content for internal only or external content. The systems' ability to maintain revision history of documents is exceptional. The application does not provide for the end user to easily backup the entire collection of categories/guides/ articles.

MindTouch Implementation

MindTouch Support

Quick response to tickets logged on their portal. Support takes their time and uses industry tools for screen sharing for detailed walk through on simple to complex issues. Their customer success center provides a good starting point for advanced customization options of the application.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
Yes - Our business is 24/7 and requires 24/7 support.
Yes - We have logged multiple enhancement requests that are specific to our business operations. A few of those are now available in the application. Others are on our 'wish list' and may or may not happen.
MindTouch did provide us a one time support on the weekend for our systems integration launch. They came through in a very short time to address a gap that was discovered at the time of launch. The resolution was provided in time so as not to affect the launch.

Using MindTouch

The interface is a simple click and point navigation and has a great search feature.
Relatively simple
Easy to use
Well integrated
Quick to learn
Feel confident using
  • Content authoring. Customization of PDF templates. Content hierarchy structure.
  • CSS styling of the site.
  • Individual user activity reporitng.
  • Specific page activity. Users types (internal or external) accessing the specific page.
Yes - The mobile (or smaller screen format/ non desktop) scales very well.

MindTouch Reliability