What users are saying about
29 Ratings
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Score 8.2 out of 100
182 Ratings
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Score 7.7 out of 100

Attribute Ratings

  • Cisco Webex Experience Management is rated higher in 2 areas: Likelihood to Recommend, Support Rating
  • MindTouch is rated higher in 1 area: Usability

Likelihood to Recommend

8.6

Cisco Webex Experience Management

86%
10 Ratings
8.0

MindTouch

80%
111 Ratings

Likelihood to Renew

Cisco Webex Experience Management

N/A
0 Ratings
8.8

MindTouch

88%
18 Ratings

Usability

8.2

Cisco Webex Experience Management

82%
1 Rating
9.0

MindTouch

90%
30 Ratings

Performance

Cisco Webex Experience Management

N/A
0 Ratings
8.0

MindTouch

80%
20 Ratings

Support Rating

8.2

Cisco Webex Experience Management

82%
1 Rating
8.0

MindTouch

80%
63 Ratings

Online Training

Cisco Webex Experience Management

N/A
0 Ratings
8.8

MindTouch

88%
5 Ratings

Implementation Rating

Cisco Webex Experience Management

N/A
0 Ratings
7.7

MindTouch

77%
20 Ratings

Configurability

Cisco Webex Experience Management

N/A
0 Ratings
5.0

MindTouch

50%
5 Ratings

Ease of integration

Cisco Webex Experience Management

N/A
0 Ratings
9.0

MindTouch

90%
1 Rating

Product Scalability

Cisco Webex Experience Management

N/A
0 Ratings
1.4

MindTouch

14%
3 Ratings

Vendor post-sale

Cisco Webex Experience Management

N/A
0 Ratings
9.3

MindTouch

93%
4 Ratings

Likelihood to Recommend

Cisco

Cisco Webex Experience Management is well suited in handling live customer query. It helps in monitoring customer feedback and queries.It is very useful application for comparison of year on year data, month data and weekly data. It help in understanding customer life cycle. It can be used as an interaction tool with the customers by directly posing them questions about the services. It helps in Segmenting, targeting and positioning of your product or service in the long run. Cisco Webex Experience Management scenarios where it can be less appropriate are few. As it gives a lot on insights about customer feedback,customer tracing etc, it would not be useful in short term or for smaller business who are not focussing on the larger goals of the business
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MindTouch

MindTouch excels at managing the content of varying types, such as product manuals and knowledge base replacements. Not only can content be easily created in MindTouch, but it can also be delivered into MindTouch from external authoring tools using APIs. It doesn't take the place of our complete help website, but it can be simply included in it for a more streamlined assistance experience.
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Pros

Cisco

  • Audio and video quality is amazing.
  • Screen sharing is easy.
  • Very secure connection.
  • Collaboration is made easy.
  • Easy access thanks to different versions available.
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MindTouch

  • MindTouch helps to easily organize our help articles to ensure that our end user is receiving the proper information.
  • The MindTouch platform is extremely easy to navigate which reduces the turnaround time for our team to publish new material.
  • The editor tools supplied through MindTouch make styling our documentation a breeze.
  • The contextual help tool allows our customers to consume documentation based on the page they are viewing in our platform.
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Cons

Cisco

  • No break out rooms[.]
  • Expensive relative to other similar products[.]
  • Video call is not effective as Zoom[.]
  • Ask to download client always[.]
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MindTouch

  • Link validation tracker. I want to be notified when a link is broken or be able to run a site-wide report on-demand.
  • Content Reuse tracker. I need to know where content or images are being used/re-used.
  • Global search and replace
  • Drag and drop, file/folder hierarchy
  • Poor quality of image resizing. Results in blurry screenshots.
  • Ability to change date range of popular page analytics. Right now, the oldest pages are the most popular pages.
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Pricing Details

Cisco Webex Experience Management

Starting Price

$0 Per Month / 50 Responses / 1 user

Editions & Modules

Cisco Webex Experience Management editions and modules pricing
EditionModules
FREE$01
BASIC$252
STANDARD$503
PREMIUM$1004
EASY12 ¢5
ENTERPRISE$5006

Footnotes

  1. Per Month / 50 Responses / 1 user
  2. Per Month / 200 Responses / 2 users
  3. Per Month / 500 Responses / 2 users
  4. Per Month / 1000 Responses / 4 users
  5. Per Response / Unlimited users
  6. Customized Usage Packages

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing Info

MindTouch

Starting Price

Editions & Modules

MindTouch editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Cisco

    No answers on this topic

    MindTouch

    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.
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    Usability

    Cisco

    No code / Low Code Easily pluggable to any digital solution Comprehensive dashboard builder Predict Revenue based on CSAT and NPS scores Monitor Customer Journey end to end Visual Journey Maps
    Read full review

    MindTouch

    The site is responsive across multiple devices and screens. It has a clear path to contact support. The articles are searchable. Site users do have trouble navigating the site and finding what they need. That may be due to the architecture of the site, but it'd be nice if MindTouch offered more solutions are this. Our content is organized by product line. And many of those product lines have overlapping training content, so we have extensive duplicate content.
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    Performance

    Cisco

    No answers on this topic

    MindTouch

    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.
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    Support Rating

    Cisco

    Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.
    Read full review

    MindTouch

    It's good. Pretty solid. We got a lot of input to get up and running, but did a lot of the setup and customization work ourselves, because of our high standards. We've gotten good response and results on specific projects related to customization and our CSM is also pretty responsive. Overall, I think that the jobs of CSMs and support folks would be easier if the product weren't wonky in some ways. They seem to have to do more "workarounds" for basic functionality that should just work out of the box
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    Online Training

    Cisco

    No answers on this topic

    MindTouch

    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.
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    Implementation Rating

    Cisco

    No answers on this topic

    MindTouch

    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
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    Alternatives Considered

    Cisco

    Cisco Webex Experience Management offers customers a comprehensive selection of maturity models during the subscription, depending on their needs. One agreement covers software, features, services, and technical support. easy-to-use SaaS-based product that brands can use to measure key metrics like the Net Promoter Score and the unique Customer Delight score, discover actionable insights for Customer Experience improvement, and address issues as they happen at any touchpoint of interaction with the customer. The vendor further states a brand can go live in just 30 minutes across a global network of locations and multiple touchpoints of interaction, and that the solution is designed to integrate with the users’ existing tools including CRM solutions, POS data, and ERP solutions.
    Read full review

    MindTouch

    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
    Read full review

    Scalability

    Cisco

    No answers on this topic

    MindTouch

    We tried to migrate to MindTouch for 5 months and failed, remained with Zendesk
    Read full review

    Return on Investment

    Cisco

    • Improved on work speed and efficiency by working in great and organized teams.
    • Management of customer journey in an orderly way.
    • It cuts off some people from joining or participating in a meeting.
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    MindTouch

    • 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.
    Read full review

    Screenshots

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