MindTouch has made our knowledge base beautiful and powerful
September 27, 2016

MindTouch has made our knowledge base beautiful and powerful

Jeff Burton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

MindTouch 4

Overall Satisfaction with MindTouch

We use MindTouch as knowledge base for our products. In our current product, it's a pretty simple integration, using a portal with special branding. In our next generation product, the integration is deeper, with mindtouch queries and results showing up inside our application, along with ticket deflection in our ticketing system.

The integration process went very smoothly and we got a lot of support from MindTouch regarding how to integrate. Part of what made the integration go so well is MindTouch was able to suggest best practices, which helped us design our knowledge base.
We are happy with MindTouch. Our biggest problem is not having enough bandwidth to update the knowledge base more regularly.
  • MindTouch creates a virtuous feedback loop by tracking how user's queries match the contents of the knowledge base, so we can develop new articles that better answer customer questions.
  • MindTouch has an API that let us embed its functionality directly into the application.
  • MindTouch is very flexible in how it lets us organize and brand our knowledge base.
  • We did an SSO (single signon) integration, and we had some problems with it. The support response turn around time was kind of slow. They eventually came through.
  • We have not been able to measure much except views right now (we don't have ticket deflection in our current product, but in the next version we will). We can already see SEO impact, though.
We used a simple knowledge base that came with our chat tool, but it's like comparing an F-35 to a Pietenpol Air Camper.
It's really too soon to tell, though our customers are using it.
It hasn't really affected these things yet (except for support). We reference mindtouch articles in tickets, and that sort of thing.
I think it's great for a straight up knowledge base application. If you have a team that can constantly feed it content, you will get the full power out of it, using the reporting tools provided. I also think it's great if you want to use your knowledge base content to expand your SEO footprint. This has already been working for us.