MindTouch is a customer experience management platform with content management and help authoring capabilities. Formerly known as MediaWiki, it is optimized for building knowledge bases for customer self-service and agent assistance purposes.
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Verint Knowledge Management
Score 8.6 out of 10
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Verint Knowledge Management aim to help agents find and share the information needed to answer both customer inquiries and questions they may have themselves. The solution helps ensure the answers agents access are consistent, up to date, and easily accessible.
I would recommend MindTouch to anyone who is looking to create and host their documentation for a product that has multiple types of users. Our business modal represents customers on the buy-side as well as the sell-side and we are able to easily organize documentation to service both types of users.
Verint Knowledge Management is a great option to consider when an organization is trying to streamline the accessibility of information or knowledge bases available to their employees. Call center agents will love to have all information that is relevant to their phone call easily available to meet the needs of their clients on the other end of the line.
Good privacy settings for each page. I can set a new article to semi-private until it's approved to go live. And I can send a link to that page out for review.
Good tracking on each page history.
Ability to view and restore previous page versions.
I like the category search bars that only search the current category.
The tools to submit and manage user feedback are very effective - they help us respond quickly and interconnect the feedback to the applicable content.
The end user experience is clean and feels familiar, making it optimal to support a group of people who generally have never experienced a KM application before.
Our audience responds well to our ability to insert images, GIFs, videos, PDFs, and more into our content.
User experience. The product's UX is fragmented and it's hard to figure out how to do some certain very simple, important things.
Many aspects of the product don't really meet industry standards for technical communication. They seem to have been cobbled together by people who don't fully understand what technical writers do. Product updates really don't address these issues. Folks in sales and support sometimes imply that the authoring platform MindTouch has created is the only way to do create documentation, which is counter to the experience of those of us who've been in the industry for any length of time.
The authoring side could be improved with additional options for fonts and easier formatting for table content. I have issues with trying to add colour to one portion of a table and not the other, so I have to resort to creating in Word first and then copying over to Verint. There is also no option to create steps in one row and the next step in the next row. I end up just adding 1., 2., etc. manually.
Many users would like to be able to organize their bookmarks into folders and the system doesn't allow this. Many have taken to creating bookmark folders in Microsoft Edge instead.
There were a few bugs that went on for a few months that made the initial launch of the KMS more difficult for the users and on the authoring side. The issues were with how the search results came up and what displayed for related content. It wasn't the best first impression for our agents using the system while on calls and made it more difficult. The issues were fixed after a few months of use.
We've put lots and lots of content into the MindTouch system, of course, so that makes it harder to opt out, but we're also very pleased with their rate of development and weekly pushing of improvements, as well as their response and solutions to our questions and input All in all, a winning combination.
MindTouch has many formatting options but some procedures (like editing a template) are not easy to figure out. We needed to create several custom templates for our content and found the MindTouch user documentation on this process somewhat contradictory and incomplete.
Verint KM has many features that - when used the 'right way' can expedite search, content usage, and maintenance. Unfortunately, not all end users want to be bothered with 'the right way' and are looking for simplistic and predictive options (which any KM solution would be hard-pressed to deliver).
MindTouch is a hosted site, so as a heavy user there are times when I notice that pages are slow to load, or something happens like Amazon Web Services crashing the entire east coast for a few hours, that you do notice even if it isn't actually the fault of the MT tool itself. It's the risk of using a hosted tool, but the benefits are pretty amazing and outweigh these performance issues.
Mindtouch support is awesome. Support agents are friendly and helpful. Some can benefit from ongoing training. Overall the support experience is very good. One area they can possibly improve is visibility into product feedback. Seeing or getting insight into requests or votes for features would be an added customer experience.
The support and development teams for Knowledge are exceptional. They are attentive and truly care about the experience of their customers and their goals
Written documentation and videos are very good and have helped on numerous occasions when I've had to look up how to accomplish a certain task. The reason I have not given a full score is mainly because there have been some inaccuracies in the documentation because updates to the MindTouch framework have slightly changed the way things work. But this is usually the same type of challenges I face when making documentation for the software solution we develop. So all in all I'm very satisfied with both the personal webinars and the online documentation MindTouch provides for their service.
Just know that there is so much more involved than adding your content. There are so many pieces to launching your site -- especially if you are moving from another platform. If you are not a person who typically works in the "website" realm, do your homework, ask your web people, engineers, etc., because there's a lot to do that you won't know about until you are unexpectedly smacked in the face with it. Learn from my mistakes! We are very happy now, but it was a long road getting to launch day for us
I will be brief. DealerTeam is built upon Salesforce and we try to support native apps. We used Desk.com first for basic Help Ticket management. The product did not satisfy how our customers were looking for information. We upgraded to Service Cloud with Knowledge Base and spent one year writing content and developing our support agency. Again, our customers were upset about submitting help tickets and waiting for answers. They wanted access to self-help while working with a customer. Today we continue to use Service Cloud with MindTouch integration and have found complete success. There is simply no other solution I know of that is a flexible and easy to use as MindTouch when it come to providing customer success and product support
All of these tools were very useful and practical. For our decision, it came down to understanding our core audience - we determined our average associate was largely unfamiliar with call center and office work in their prior work experience, and as such they would not have previously worked in a KM application before. To help adoption, we sought the solution with the simplest and most familiar interface, and based on internal focus group feedback, that was Verint KM Pro.
Time to publication can be very quick, provided there are not multiple changes in flight at the same time for the same page.
We have seen a tremendous increase in customer traffic and SEO.
MindTouch allows us to custom-brand the look and feel of our site to match our company's marketing and branding. This instills trust in our content.
The relative simplicity of the platform enabled us to hire the best people and best writers we could find, without worrying so much about specific past expertise in a complicated publishing platform.
Content is easier to keep up to date and publish on an urgent basis.
Some users love the system, while others still find it difficult to find the information they need and miss the former guides we used. I think this is a result of the system issues that persisted for a few months after launch and will hopefully improve with time.
Users love being able to submit feedback and it makes it easier for errors, missing information and out of date information to be caught and fixed.
