Kustomer vs. MindTouch

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Kustomer
Score 8.3 out of 10
N/A
Kustomer is a CRM built on customer service intended to be a one stop shop for support across several platforms, including online chat, phone, email and social media. By using AI automation for self service options and matching customers with agents based on their needs, Kustomer aims to make resolution faster and easier for everyone.
$89
per month per user
MindTouch
Score 7.0 out of 10
N/A
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.N/A
Pricing
KustomerMindTouch
Editions & Modules
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
No answers on this topic
Offerings
Pricing Offerings
KustomerMindTouch
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsAll plans require an annual subscription and 8 users minimum.
More Pricing Information
Features
KustomerMindTouch
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Kustomer
8.8
16 Ratings
8% above category average
MindTouch
-
Ratings
Organize and prioritize service tickets8.615 Ratings00 Ratings
Expert directory8.314 Ratings00 Ratings
Subscription-based notifications8.513 Ratings00 Ratings
ITSM collaboration and documentation8.013 Ratings00 Ratings
Ticket creation and submission9.716 Ratings00 Ratings
Ticket response9.816 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Kustomer
7.7
12 Ratings
4% below category average
MindTouch
-
Ratings
External knowledge base7.512 Ratings00 Ratings
Internal knowledge base7.812 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Kustomer
9.2
16 Ratings
13% above category average
MindTouch
-
Ratings
Customer portal8.611 Ratings00 Ratings
IVR8.310 Ratings00 Ratings
Social integration9.613 Ratings00 Ratings
Email support9.816 Ratings00 Ratings
Help Desk CRM integration9.811 Ratings00 Ratings
Best Alternatives
KustomerMindTouch
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Sogolytics
Sogolytics
Score 8.5 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Quadient Inspire
Quadient Inspire
Score 9.7 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 9.4 out of 10
Quadient Inspire
Quadient Inspire
Score 9.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
KustomerMindTouch
Likelihood to Recommend
9.0
(37 ratings)
7.6
(110 ratings)
Likelihood to Renew
7.9
(2 ratings)
8.8
(18 ratings)
Usability
9.9
(3 ratings)
7.5
(29 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
6.4
(2 ratings)
8.0
(20 ratings)
Support Rating
10.0
(11 ratings)
7.8
(62 ratings)
In-Person Training
7.6
(2 ratings)
-
(0 ratings)
Online Training
8.3
(2 ratings)
8.8
(5 ratings)
Implementation Rating
7.9
(2 ratings)
7.7
(20 ratings)
Configurability
7.9
(4 ratings)
5.0
(5 ratings)
Ease of integration
7.2
(4 ratings)
9.0
(1 ratings)
Product Scalability
9.1
(1 ratings)
1.4
(3 ratings)
Vendor post-sale
8.7
(4 ratings)
9.3
(4 ratings)
Vendor pre-sale
9.1
(4 ratings)
-
(0 ratings)
User Testimonials
KustomerMindTouch
Likelihood to Recommend
Meta Platforms Inc
It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.
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MindTouch
If a company doesn't want to make their knowledge base public-facing, you lose a lot of the value of using MindTouch in a closed environment. MindTouch is not ideal for extremely structured content management scenarios that are strong DITA advocates. Companies that require localization might not be good fits either.
Read full review
Pros
Meta Platforms Inc
  • All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
  • The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
  • We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
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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.
Read full review
Cons
Meta Platforms Inc
  • Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
  • Different teams could have differently colored notes.
  • The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.
Read full review
MindTouch
  • When we do have a support issue, we frequently need to go through multiple people, contacts, ways of explaining things, etc,. before someone on their end actually understands our problem. It's rare that the first person we talk to understands the big picture or appreciates our use case.
  • The draft functionality is a promising start but lacks some key features that cause us regular frustration. For example, you can only create one draft of a page at a time. This is fine if changes come to you in perfect sequential order, but it makes it impossible for us to update a live page while a draft exists. More specifically, if we're working on updating content on a page for a new feature being released next month, but then we notice a typo today, we can't fix the typo in production without first deleting the draft or doing some hacky workaround of temporarily copying/pasting the source HTML of the draft page and saving it someplace else.
  • Existence of, or integration with, true source control would be a huge win, but it's something currently lacking in the product. MindTouch's content reuse feature is helpful in the right situations, but it's not robust enough to scale well for lots of content.
  • Version history of page changes is not 100% reliable. Sometimes items don't show up at all or there is a delay before the diff is visible. Also, creating a draft does not register at all in the page version history.
  • In-site search is poor, unless you know the *exact* title of what you're looking for. We tell our customers to use Google, not the MindTouch search. Google is excellent at searching our MindTouch site.
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Likelihood to Renew
Meta Platforms Inc
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Read full review
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
Meta Platforms Inc
I give this rating based on my experience daily using this CRM, handling multiple communications at my current job, using its features, and learning how Kustomer can make my job easier every day.
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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Reliability and Availability
Meta Platforms Inc
I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
Read full review
MindTouch
No answers on this topic
Performance
Meta Platforms Inc
Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
Read full review
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
Meta Platforms Inc
I think that it has been good. I am not the primary one in contact with Kustomer support. I know that we have experienced technical issues at different points, which has been frustrating, but in my experience, each problem has been quickly resolved. Working in a fast-paced environment, even fairly minor outages have a big impact, and this has happened to us a few times since using Kustomer.
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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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In-Person Training
Meta Platforms Inc
Because they are very hands-on in training us and very approachable
Read full review
MindTouch
No answers on this topic
Online Training
Meta Platforms Inc
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
Read full review
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
Meta Platforms Inc
Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
Read full review
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
Meta Platforms Inc
Apps like Intercom, Zendesk, and Gorgios all treat customer inquiries as tickets, just tracking that one issue or interaction with a customer. Kustomer treats each customer as an individual, which allows us to provide top-notch customer service. Customers love that we're able to be more conversational and informal, while still solving their issues quickly. It also helps us build relationships with customers and increases repeat orders.
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
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Scalability
Meta Platforms Inc
Because customer is flexible and scalable
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MindTouch
We tried to migrate to MindTouch for 5 months and failed, remained with Zendesk
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Return on Investment
Meta Platforms Inc
  • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
  • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
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MindTouch
  • Our operational efficiently has improved significantly. Prior to Mindtouch, we managing duplicate content in two separate authoring solutions. Delivering content predictably and consistently was difficult and stressful for writers. In Mindtouch, we were able to optimize our content (remove redundancies) giving us more time to test, review, and improve content quality.
  • Traffic to our knowledge center is increasing monthly.
  • Internally, SMEs and customer-facing teams are recognizing the value Mindtouch brings through self-service knowledge. These SMEs want to contribute more to content, either as contributing writers or collaborators with tech writers.
Read full review
ScreenShots

Kustomer Screenshots

Screenshot of Example of a customer profile within Kustomer.Screenshot of Example of how Kustomer’s automated chats can save agents time by handling less complex requests automatically.

MindTouch Screenshots

Screenshot of Content from MindTouch site visualized with Wave Analytics.Screenshot of Example MindTouch implementation from customer Whirlpool.Screenshot of Example MindTouch implementation from customer Conga.Screenshot of Example MindTouch implementation from customer Cisco Meraki.Screenshot of Example MindTouch implementation from customer Hitachi Data Systems.Screenshot of Example MindTouch implementation from customer Zuora.