MindTouch Review
August 04, 2017
MindTouch Review
Score 8 out of 10
Vetted Review
Verified User
Software Version
MindTouch Responsive
Overall Satisfaction with MindTouch
We use MindTouch for our knowledge base. The system is used internally and externally. It allows us to get our internal and external users the information they need where and when they need it.
- Simplifies authoring
- Communicates product updates
- Integrates easily into mobile and web-based products
- They do not take product requests or feedback seriously. I've requested myself, talked to other people who have requested, and have been told that many customers want a feature to export full user guides to PDFs. Four years later and the feature is still not implemented. Why ask for my feedback if you don't want it?
- I think their help articles could improve
- We estimate that MindTouch helps us deflect roughly 3,000 support tickets per month. It doesn't sound like a lot, but we only have 30,000 users, so that's a pretty good percentage for us. Also, each support call costs us an average of $34, so that's a significant cost savings for us. Our executive team has been extremely impressed with what MindTouch has helped us do.
We compared MindTouch to Salesforce Community and Salesforce Knowledge and we ultimately picked MindTouch because of the increased usability.