MindTouch Review
July 25, 2017

MindTouch Review

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

Software Version

MindTouch Responsive

Overall Satisfaction with MindTouch

We're using it for our internal and external customer support knowledge base. It is used by all of our customers, support team, and professional services team. It addresses our need for an actual knowledge management system.
  • Easy creation of articles
  • Easy editing/publishing workflow
  • Connects with our CRM well
  • Should have auto-numbering for articles
  • Should make tables easier to customize
  • Should have specialized boxes for information, notes etc
  • Should have more granular control of email updates to followers/reviewers
  • We have tripled the number of articles published in the last three months over the last six.
  • We have created a more integrated workflow into our CRM to allow agents to not have to leave and search and create from one place.
  • We haven't yet seen true deflection but we are hoping that the growth rate of our tickets will stay at least consistent.
We selected MindTouch because it had the most features for what we were looking for in our solution.
Good Knowledge Management System, has ease of publishing, reviewing etc. Good if you need to be able to see workflows, views, drive customer engagement and self-service. I could see this not being a good solution if you have to have a stringent reviewing process with actual assigned reviewers.