MindTouch Review
February 08, 2016

MindTouch Review

Lisa Vernon | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

MindTouch 4

Overall Satisfaction with MindTouch

My company utilizes Mindtouch as a repository of help files for our customers. We refer customers to our "Help Center" which is powered by Mindtouch.
  • The way knowledge articles can be organized is ok.
  • How search results are populated is too complicated to understand and not really useful. Would love to be able to understand how to "promote" an article to first place, second place, etc., in the search results at will. This process should be more straight forward. Every time we've tried to inquire about how search results are populated we get answers like "well...partially by key words, sometimes in the title, sometimes in the tagging, etc....". Never just a simple answer and certainly not explained in a way that is useful.
  • Support follow-up is not sufficient. We have experienced "search" problems no less than 5 times since Aug of 2015. Each time it is the same issue and we contact MindToch to let them know the issue and that it is preventing our customers from getting information. Each time, they say they will look into it and then what seems like days/weeks later we get answers like "it's fixed now." Each time they want the same screen shot. Each time we're told they are experiencing difficulties on their end - and then there is no real follow-up regarding what the specific issue is/was. This is frustrating as we want some guarantee that the issue will not continue in the future.
  • So far - we have not been able to measure any impact. As we come closer to our renewal date for the product we are trying to see if we are actually getting in noticeable value out of MindTouch.
I think in instances where you want specific search results to appear - MindTouch is not the answer. If your expectation is that your customers will "rate/rank" articles and that is how they should appear in order of ranking in your search results - maybe MindTouch is for you.