Great support content solution for growing technology teams
August 28, 2017

Great support content solution for growing technology teams

Harry Kaplowitz | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

MindTouch 4

Overall Satisfaction with MindTouch

We use MindTouch to house all of our internal and external support content. It is a standalone site and we also surface it in-app for a contextual help experience. Last year we transitioned to support a self-service model of support alongside our dedicated support structure. MindTouch enabled us to enable our users to help themselves, before they filed a ticket.
  • Its editing functionality is very robust and allows us to create multiple kinds and formats of content.
  • Its API was flexible enough for us to create the solution we wanted, even though it wasn't supported out of the box.
  • Administratively, our account contacts have been fantastic, helpful, and very response.
  • We've always received great support when we needed it.
  • I would've said the WYSIWYG experience needed work, but that was recently addressed. There is, however, some visual cruft from the previous UI that could be ironed out.
  • Better API documentation and more support for contextual applications of the software. We had a pretty long road to implementation because updates on MindTouch's side that we weren't aware of broke our implementation. We addressed these shortcomings on our end since MindTouch couldn't commit to a solution that worked for us.
  • Some of the hierarchical choices that users can make don't feel like they're consistently applied throughout the experience.
  • It has helped us succeed in a self-service model, which has helped us stem churn.
  • It has helped us consolidate our internal and external support content, which saves our teams time trying to find the answers they need.
  • It has allowed us to host client-facing technical documentation off our servers, so updates to this documentation don't require us to spend dev resources on updating it and are not tied to our release schedule.
MindTouch wasn't the cheapest option we considered, but it was the best value. It gave us the most features, controls, flexibility, and growth opportunity for the money we paid for it. We did not need a ticketing solution, and a lot of the offerings we evaluated were stronger in content areas but were tied directly to ticking solutions we didn't need.
I think for lean software companies like mine, MindTouch makes a lot of sense, especially if your content is very technical and robust. You want something more powerful and customizable than Zendesk but you don't want to pay for a solution as robust as Desk.com. MindTouch was a very good middle ground for us.