MindTouch - a great knowledge base platform for a sea of content
Updated September 25, 2017
MindTouch - a great knowledge base platform for a sea of content
Score 6 out of 10
Vetted Review
Verified User
Software Version
MindTouch Responsive
Overall Satisfaction with MindTouch
We are currently in the final stage of migrating our knowledge base from Zendesk to Mindtouch. I was one of the decision makers to do this migration and purchase Mindtouch. Our product and training departments are responsible for creating the content. Mindtouch is responsible for migrating our entire existing knowledge base from Zendesk (over 600 articles in 7 languages). Support and Product are responsible for distribution. Both internal users and our customers and partners are the users of this content. MindTouch helped us with [displaying] our content better, managing many articles in 7 languages better and doing it more efficiently.
- Their pre-sales team did a great job showing their value and ensuring our product team understands their proposition is exactly what we needed, they were very open and creative about the contract and wanted to help us with our migration from our existing knowledge base.
- The Customer Success team works for us to help us go live ASAP.
- Although our timezone difference is not small they invested a lot in working with us and want to help us succeed.
- The platform articles management is amazing, we have over 600 articles in 7 languages and this is one of the reasons we migrated from Zendesk.
- We need an efficient platform to create and update multiple articles on a daily basis and this a great value we got from MindTouch.
- The migration process wasn't as fast as promised, we were told it will take 5 days and it took longer, we do have a lot of articles but it was crucial for us.
- The portal design is limited and we found out about it after we finalized our design, we had to go back and redesign according to the new restrictions and it doesn't look as perfect as we wanted.
- In the presales stage we were told the migration from Zendesk will be transparent including our current links, in the end we had to change our links and built a solution to redirect from a link to MindTouch link, that was a crucial point which we would have wanted to know earlier.
- MindTouch helps deliver better knowledge faster and efficient, which is extremely important for us as we deliver a lot of knowledge to our customers every day, it helps customer onboard and succeed in their day to day with our product.
- Currently, as we are in the last stage of the integration we are still not getting the full value of MindTouch.
- We can release more articles as the platform is much easier to work with compared to Zendesk and it is much richer.
Using MindTouch
Evaluating MindTouch and Competitors
MindTouch is by far better than Zendesk. Article management and editing are much better and richer (more than a basic font. MindTouch has a better interface and better design options out of the box. MindTouch has a dedicated customer success management [team] and support from the basic package that really wants to help you around the clock.