MindTouch a social sharing of knowledge experiences.
Updated January 02, 2017
MindTouch a social sharing of knowledge experiences.
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 Implementation
MindTouch Support
| Pros | Cons |
|---|---|
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 | None |
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
| Pros | Cons |
|---|---|
Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- 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.