MindTouch Helped Us Improve Customer Self Service
June 27, 2017

MindTouch Helped Us Improve Customer Self Service

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

Software Version

MindTouch 4

Overall Satisfaction with MindTouch

We use MindTouch as our primary knowledge base for our external customers. It is open to all and is available from our corporate site and many of the help buttons in our software. Our support team is responsible for content creation and we have one or two reviewers who finalize and publish the topics. It allows our customers to access knowledge base topics and helps us deflect support tickets.
  • MindTouch's support is terrific. They are very responsive and helpful.
  • MindTouch makes it easy for customers to find the information they need to solve or answer their basic support questions.
  • Once set up, it is easy to write content in MindTouch.
  • Use of Deki Script requires a long learning curve and difficult for just anyone to get started.
  • Some of the templates are hard coded and and difficult to manage.
  • Help Content from MindTouch is not very easy to understand and follow, if available at all.
  • Reduced case volume, Increase customer self service.
We used Parature a long time ago but we left that system due to increasing costs and we moved to SFDC and WordPress. For a few years we used WordPress which was very difficult to manage especially for managing images, page redirects and overall longterm maintenance of content.
Mindtouch is great for public use or external facing customers. For internal usage, to be able to read content meant for internal users only requires full user licenses even when those users are not content providers. For example, I'd love to use MindTouch for the entire company where we can display internal information along with external information, however the need for seat licenses for each of these employees, is not something I am willing to pay for.