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From 0 to 100. How MindTouch Helped Improve Customer Service
Updated October 02, 2017

From 0 to 100. How MindTouch Helped Improve Customer Service

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

Software Version

TCS

Overall Satisfaction with MindTouch

MindTouch is used by our organization to power our knowledge base where our customers go to get information about our product and how it works. Our Client Support Teams, Training Teams and Documentation Teams all create content on a daily basis and the Documentation Team is responsible for the distribution of this content. MindTouch allows us to display our content in an easily navigated format and, most importantly for us, allows us to secure our files so that only those using our products can access the information in the knowledge base.
  • Allows permission changes on content so that information is only visible to our customers.
  • Provides easy navigation for users.
  • MindTouch provides detailed documentation for the user's "self-service" thereby allowing users to find info on their own when needed quickly.
  • I'd like to see the search feature for their documentation return more exact results.
  • I'd like to be able to export all reports in their reporting feature without having to hand build them.
  • Increased product adoption.
  • Onboarding new clients.
  • Faster resolution time of support cases.
MindTouch allows businesses to bring their knowledge to their customer's fingertips with an easily navigated site that is organized and well thought out. It also allows for the internal daily users of MindTouch to create, change, and rearrange content all with a few clicks of the mouse.

Using MindTouch

MindTouch Implementation

MindTouch Reliability

Mindtouch has greatly improved since the time we first started using them until now. the performance has improved and it is much faster, reports are easier to obtain as well.

Relationship with MindTouch

I loved MindTouch. From their support team, who are awesome people, to the way their product works. There's a lot to be said for "on the fly" changes and if I was the decision maker, I'd still be using MindTouch.