MindTouch - Moving from KBs and PDFs to easy to use and customer friendly
Updated December 04, 2017
MindTouch - Moving from KBs and PDFs to easy to use and customer friendly
Score 10 out of 10
Vetted Review
Verified User
Software Version
MindTouch Responsive
Overall Satisfaction with MindTouch
We are using MindTouch as a central repository for support knowledge, product documentation, processes & procedures. We started within the support department and quickly expanded to include delivering product documentation as native web content (not PDF) and now we targeting field service and deliver content. Centralizing information into a single highly accessible solution allows anyone to find relevant information quickly.
- Authoring content is simple and not overly burdensome
- APIs and connectors allow integration into CRM systems and anything else we can imagine
- Flexibility which allows us to replace a knowledge base, wiki, PDF manuals and various team sites, Creating a single tool that delivers the right content to the right audience, all in one place.
- Reporting for large amount of contributors is difficult as each has to be search separately
- Advanced enterprise type of features like synonyms, full page content reuse (not just sections), use case to article linking data in search result prioritization as content reuse is not accounted for but page views are
- MindTouch only searches content within MindTouch so our support website has 2 search boxes that act differently. One performs federated search across the entire website including MindTouch and the other only searches MindTouch. It is difficult to present both options on MindTouch pages but users need to also find content that is not in MindTouch.
- MindTouch helps reduce knowledge and information silos by offering a place for everyone to store their content.
- Employees are finding what they need when they need it without having to find "the guy" who knows that stuff.
- Customers are helping themselves and solving their own issues which allows support to work on higher priority issues.
Using MindTouch
Evaluating MindTouch and Competitors
MindTouch offers a unique knowledge and information management tool that was different enough from traditional knowledge bases and advanced enough to not be a Wiki while allowing CRM integration and APIs for customization. MindTouch as a company is focused on making their product great where as other vendors treat this space as a bundle or checkbox feature without being robust enough to replace a knowledge base and PDF manuals.