1. Home
  2. Customer Experience Management Software
  3. MindTouch Reviews
  4. User Review of MindTouch
Great Product
August 01, 2017

Great Product

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

Software Version

MindTouch Responsive

Overall Satisfaction with MindTouch

We use MindTouch across our organization for internal KBs (processes and procedures) as well as for our customers. Ticket deflection from customers is a big focus on why we have the product.
  • Ease to create articles
  • Search functionality
  • Salesforce integration
  • Permissions can be complicated and difficult to manage
  • SSO integration
  • Whitelabel
  • We have difficulty getting customer adoption, resulting in MindTouch being more of a cost than a benefit.
We were on Salesforce.com's KB and did not like the interface and the difficulty with article creation. The advantage of SF was that we could assign articles to individuals for review. I feel that is missing with MindTouch. It makes article creation workflows very difficult.
It is really good if your focus is SEO. It is really great if you have people going to your website to answer questions and know what they are searching for. The setup is less than ideal if you are looking for a more specialized approach to KB or self-help support. The website works best for product based categorization.