A powerful tool for organizing knowledge and improving customer retention
Updated June 17, 2016

A powerful tool for organizing knowledge and improving customer retention

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

MindTouch Responsive

Overall Satisfaction with MindTouch

MindTouch is being used as a public portal, a customer knowledge and learning accelerator, and central repository of internal knowledge. Content creation is done by a team of customer experience designers, instructional designers, and subject matter experts. It is used by over 70,000 customers worldwide in multiple languages. It has quickly become the go-to resource for customers for maximizing the ROI of our software and for accelerating their path to becoming product experts. In addition, it makes it easy for our content creators to ensure up-to-date, consistent content that's easy to find for our customers.
  • Particularly, Mindtouch excels in its search capabilities, including the ability to filter content and quickly see related content.
  • The category and guide structure enables easy implementation of disparate sources of content in an organized, easy-to-navigate way. This is vital from a user interface perspective, and makes browsing content easy.
  • Mindtouch makes it easy to load a variety of media types, tag and organize them, and cross link them, which gives our customers a robust omni-channel learning experience.
  • As the product grows, there are a few opportunities for improvement . One is to expand the ability to host streaming video content. While it can easily connect to YouTube and other hosts, the video hosting ability could be improved.
  • Another area where the product could expand is with regard to discussion forums and increasing the social aspect of learning, allowing users to interact with one another and share comments.
  • Lastly, while the Mindtouch success center is full of valuable information and their onboarding process for new customers is detailed and thorough, configuring the product is not for the faint of heart, especially if anything nonstandard is needed. Thus, despite the quick and effective customer support, the handful of 1-hour training sessions would be best augmented by more hands-on assistance. Having a list of examples of site setups with detailed instructions how it's achieved might also be beneficial. As it is, they do have excellent partner vendors that can help with customization.
  • From an ROI perspective, though it's too soon for exact metrics, early feedback from our customers has been overwhelmingly positive, so I would anticipate a significant boost with regard to our Net Promoter Score (NPS), and reduced churn.
  • In addition, the ability to serve up content for all of our products where they are separate from a navigation standpoint, but easily discoverable via search, allows for greater random discovery of our other valuable products by customers. This should increase cross-sell opportunities.
  • Finally, being able to wow prospects with the breadth and depth of our content in such a user-friendly success center further differentiates us from our competitors, and this will only improve as we continue to reimagine and revitalize our content for new users.
Prior to selecting Mindtouch, we evaluated a number of LMS systems, top-notch help systems such as Robohelp, and excellent social learning systems, such as Bloomfire. Each had their strengths and were good for what they did, but none had the breadth that we needed for a complete success center, and the full UI configurability and robustness that Mindtouch did. We liked that Mindtouch had multiple classifications, tags, and a full-featured help content system, and could also easily interface with video hosting systems and LMS systems (for SCORM reporting if needed). And especially, we liked how flexible the UI was.
Mindtouch is well suited for any organization that wants to house knowledge content for external or internal customers in an easy-to-navigate and easy-to-load central repository. But much more than a repository, it is a powerful and smart search engine, a robust help text system (including versatile style template options), and a content organization tool. It is less appropriate for organizations that want to primarily encourage social interaction, though that could be coming down the pike. The company does seem to have an aggressive roadmap and is always adding new features.

Using MindTouch

It's a solid product, the vendor has been great to work with, and they're constantly improving it.