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MindTouch is a versatile software that is used by various organizations for different purposes. One key use case is creating and updating …
Overview
What is MindTouch?
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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What is MindTouch?
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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- No setup fee
For the latest information on pricing, visithttps://mindtouch.com/info
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- Free/Freemium Version
- Premium Consulting/Integration Services
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- Integrations
- Tech Details
- Downloadables
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What is MindTouch?
MindTouch is a leader in customer self-service software. According to the vendor, MindTouch brings the customer record (CRM) and customers’ self-service behavior together to better understand their experience with the brand. Additionally the vendor says companies like Accenture, ADP, McKinsey, Sprinklr, Whirlpool, and Zuora rely on MindTouch for effective self-service and because it helps them create actionable customer insights. MindTouch has been named one of 2017’s “Hot 100” best privately held software companies by JMP Securities. MindTouch aims to make an organization’s customers smarter, happier, and more successful.
MindTouch Features
- Supported: Customer self-service
- Supported: Agent enablement
- Supported: Field service
- Supported: Contextual help
- Supported: Documentation authoring and publishing
- Supported: CRM integration
- Supported: Help desk integration
- Supported: Ticket deflection
- Supported: Analytics and reporting
- Supported: User behavior insights
- Supported: Versioning
- Supported: KCS methodology
- Supported: Structured atomic content
- Supported: Customizable Interface
- Supported: Mobile responsive layout
- Supported: BI Integration
- Supported: 20 supported languages
MindTouch Screenshots
MindTouch Video
Customer Self-Service Optimizes Growth
MindTouch Integrations
- Salesforce Service Cloud
- Google Analytics
- Zendesk Suite
- SAP Commerce Cloud (formerly SAP Hybris)
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
- Single Sign-On (SAML 2.0)
- Salesforce Sales Cloud
- Google+
- Contextual Help
- SAP Cloud for Customer
- eCommerce
MindTouch Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | All |
| Supported Languages | All |
MindTouch Downloadables
Frequently Asked Questions
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.
Reviewers rate Vendor post-sale highest, with a score of 9.3.
The most common users of MindTouch are from Mid-sized Companies (51-1,000 employees).
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TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
MindTouch is a versatile software that is used by various organizations for different purposes. One key use case is creating and updating knowledgebases for customers, allowing them to access the latest documentation via the web. This feature has been particularly beneficial for Cisco Infinite Video customers, who can easily find relevant information and troubleshoot issues without needing to contact customer support.
Another major use case of MindTouch is increasing the number of contributors within an organization and ensuring governance and oversight as the number of contributors grows. By using MindTouch, companies can involve both internal teams and customers in content creation, leading to a collaborative approach that enhances the accuracy and breadth of knowledgebase articles.
MindTouch is also widely employed as a solution for dynamically changing content as products mature and to stay ahead of industry changes. Its flexibility allows companies to adapt their documentation quickly, ensuring that customers have access to up-to-date information.
Additionally, MindTouch serves as an online help center where users can find dedicated and searchable documentation for software products. It is utilized by multiple departments in an organization to publish customer-facing and internal documentation, helping to update and maintain content efficiently.
Overall, MindTouch provides solutions for creating comprehensive knowledge bases, improving collaboration among teams, facilitating content updates, and enhancing customer self-service capabilities. Its versatility makes it valuable across industries, from technology companies seeking to support their products effectively to educational institutions aiming to provide a collaborative learning environment.
Users have provided valuable recommendations for using MindTouch. These recommendations include:
- Comparing MindTouch to other content/documentation provider software to understand its benefits.
- Prioritizing the creation of a clear content hierarchy before implementing MindTouch.
- Seeking help from MindTouch for migration and utilizing the available documentation.
Additionally, businesses should consider having a well-organized knowledge base, being prepared for customization requirements, and having a small team focused on regularly adding content. Flexibility in requirements and CSS/HTML knowledge can enhance the implementation process. Finally, having the Premium Support package can be helpful for the initial setup and launch of the site.
Following these recommendations can help businesses effectively reduce redundancy and optimize their use of MindTouch for content management and documentation purposes.
Attribute Ratings
Reviews
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February 04, 2016
MindTouch'd
Our company uses MindTouch as our knowledge base provider for our customers and employees. We use MindTouch to deliver resources from technical publications, videos, training, and more. I personally was involved with the initial implementation and only handle user account setup right now. Our technical writers and training team are responsible for the contact and distribution of that content to our customers and employees. This allows our company to deliver in a timely fashion.
- Article Management and Review
- Search
- Technical Support
- Integration with Salesforce
February 04, 2016
Good for documents, not for user-to-user interaction.
We use Mindtouch for or community website. It houses the product documentation for use by customers. We have a technical writer responsible for majority of the content creation, and other employees in support and training contribute. Mindtouch was originally purchased to work towards a vision of a support community (users helping other users) with current help information (our previous methods went stale and weren't easy to update).
- DekiScript and the ability to create reusable components (they call them templates) that can query and render information in the system the way you decide is VERY valuable.
- It keeps track of pages, so when you rename things the links don't break. Aliases are super helpful - you can use a word/code and map that to a page. You can switch out the page without having to address every place the link with that word/code is used.
- Word variables, suggested search results, and pages with different permissions are things we utilize.
- The WYSIWYG editor is a little unreliable to load and has some quirks (add its own characters). There isn't a global find and replace mechanism (say you have to change a product term). There isn't a way to identify orphaned pages or links or broken images.
- There isn't a forum feature, so there isn't much value for us having customers sign up and login.
- There isn't a typical publishing flow or scheduled publishing. Things have to be managed with tags and manually set public.
- There is no real template functionality - setting the layout of a page type that gets applied to multiple pages and can be changed in one location that updates the others. When you make a new page off a Mindtouch template you are making a copy of a page layout. If you later choose to change the way the items on the page are ordered, you have to redo each page.
- We've had internal and external customers comment that the search doesn't work well.
- Image management is not ideal. You have to use a separate page structure and attach images to those pages. The pages serve like folders and the images are attachments to those pages.
February 04, 2016
Atypical use case - excellent system
Mindtouch is being used for two purposes. We have essentially built a wall between two important groups - users see different branding and configuration based on which side the the wall their username is attached when they log in. One side is a collaborative learning space for schools going through an improvement process. Each school team has a space to share documents and work through a multi-step process together. These work spaces are secure and available only to users on those school teams. The other side of the wall is our internal staff community. This is a space where staff members can store and access internal documents and resources that are critical for our organization to operate (fiscal forms, HR resources, etc). Different departments have designated users who create and maintain content - based on group roles so there is no accidental editing in another department's space. Mindtouch gave us a platform that solved two very different problems - collaborative work space for external groups and secure intranet space for staff. It's user friendly, so our diverse users are generally able to jump in and begin work with minimal assistance.
- The onboarding process was extremely detailed and helpful. It didn't fit our needs completely because we are an atypical use-case, so they were willing to be very flexible with us and provide assistance as we onboarded in our unique way.
- The system itself is pretty flexible, and we were able to configure one platform into two very different work spaces. There is a lot of functionality that you can add, or you can strip it down a bit to keep things very simple. It provides a lot of use-case options.
- The control of users is really granular and works very well for us. We are able to group users easily and be very specific about who has access to what pages, what kind of access, etc. In our case, there are no "community users" because we are completely private - so every use is a "pro user" and their ability to manage that is very easy.
- I would love to see them improve on the ability to manage attachments. Adding and linking attachments is fantastic - but in our case, we need the ability to run a report to see where duplicates may exist and then remove them. As a staff intranet space, you will always get helpful people adding duplicate items. It's really a people problem - but I wish the system was more equipped to help me address it.
February 03, 2016
An Early Review of Mindtouch
We use MindTouch as a self-service portal for employees, partners, and customers to get accurate, up to date information about our spend management platform. Content is created by the documentation team, support team, and professional services. MindTouch consolidates numerous knowledge systems, and allows for greater self-service. The primary business problem is to reduce support costs.
- It's easy enough to use so non-professional writers can add and manage content, but powerful enough for content reuse and global and conditional text--typical tools used by technical writers.
- Search is well thought out and helps us identify content aging issues.
- Provides context-sensitive in-product help from our core knowledge base website, including support-generated content.
- They recently removed their more robust PDF generation engine for a simple PDF page export. This is the wrong direction for a tech docs team, and may prove to be a deal-breaker in the future.
- Inability to use 'traditional' navigation methods. Built-in content organization is not intuitive, and deviates from standard tech docs conventions.
- Page classification (topic, how-to, reference) is not well thought-out from a tech docs standpoint.
February 03, 2016
Love it, but still exploring
We currently use MindTouch as an internal knowledge management tool for customer support. We have a custom embedded widget in our ticketing system that serves knowledge based on ticket content and also allows agents to search for answers from within a ticket.
We will be expanding the reach of this tool to other customer facing groups this year and (possibly) exposing knowledge directly to our customers for self-help by the end of the year.
Currently, all knowledge is submitted to me for inclusion in MT. This makes the body of knowledge tribal in nature. I am working toward opening up a role for knowledge management and training in our group. This resource will be responsible for the content in MindTouch.
- Search - The search is intuitive and surprisingly accurate.
- Integration - Between hooks and API's, MindTouch can be wherever we need to be.
- You need to have the appropriate resources to continually update the knowledge and expand the scope of usage.
February 02, 2016
MindTouch - is it right for your business?
We use MindTouch to manage the content on our support portal. Content is either created by myself, or a member of our customer success team. When content is approved it's published instantly on the portal - there's no additional distribution required. The portal is mainly read by our customers who need help with education or troubleshooting our product. As a DIY SaaS platform, giving our customers a self-service support option helps customers find answers quickly, as well as reduces our customer service work load.
- SEO - Compared to other platforms, MindTouch has auto-generated sitemaps, custom URL structures, meta tags, etc. They've got all the SEO features needed for a comprehensive content strategy.
- Account management - The team at MindTouch is really engaged with their customers, and have always been friendly and helpful.
- In-product help - MindTouch has a great system for opening context specific help articles in-product. This has been the main differentiation between MindTouch and other platforms.
- The MindTouch CMS' WYSIWYG editor sometimes adds arbitrary styles and formatting to your article. So many times I have to go into the source/code editor to clean this up. I feel for the price, MindTouch should really do a better job of this.
- Despite the number of times MindTouch has attempted to explain Genius link to me, I still don't understand the business case/benefit of it. Just make a great support portal - this seems unnecessarily complex.
- The biggest con is the price. MindTouch is NOT a cheap platform. Be careful, because once your content is in and set up, moving is very painful.
February 02, 2016
MindTouch in Higher Education
We use MindTouch to document our internal processes, procedures, training materials, and policies, and provide some self-help documentation for our customers/end-users. Several campus groups are responsible for content: University Information Technology, Human Resources, and Business Affairs. Mindtouch provides our customers with a single, up-to-date location to get the latest information about our products and services.
- It is very easy to begin authoring content in MindTouch. Information can be captured quickly, and polished or organized at a later time.
- MindTouch templates and search features are also an important part of the product. Templates are laid out logically and easily customizable. The search features include statistics that allow us to find out if a particular user search is not producing helpful results and correct the oversight.
- For more advanced users, Dekiscript, a fully-featured scripting language provides a way to increase the amount of dynamic content you produce and reduce the amount of mundane management that must be done to keep pages clean and organized.
- MindTouch needs to improve its advanced documentation. Many times you discover that something is possible only to be unable to locate instructions on how to accomplish it.
- Some MindTouch administration features are only available through editing free-text configuration. The company has recently moved a few items into solid GUI pages, but many options remain available only to those willing to type out free-text configuration data.
- You can run MindTouch over SSL under your own domain name, but enabling the F1 overlay help feature requires a specialized SSL certificate that may be too expensive for smaller organizations to maintain. I'm not sure why the F1 help could not run on the same domain name as the primary site.
February 02, 2016
Beginning phases of transitioning to MindTouch
Our company uses MindTouch for all of our customer-facing product documentation. It's also used for collaboration with customer-facing internal teams. Product managers, sales, client services, and technical writers are all responsible for content creation. The senior technical writer (me) is responsible for final approval and distribution of content. MindTouch solves the business use case of providing a way for our external customers to locate information quickly. It also allows our internal teams to create and modify documents themselves directly in MindTouch through a drafting and approval queue (a true documentation workflow) rather than submitting requests through email or a separate ticketing system.
- Customer Support
- Account Management
- Training Resources
- Editor is not easy to use unless you are an advanced user that uses the editor daily
- Import/export of common file types, such as Word, is difficult or only done by manual copy-and-paste.
- Setting up the right user experience (branding, interface layout, and content structure) is a manual process, and not out-of-the-box ready
February 11, 2014
MindTouch. Share the Knowledge.
Score 10 out of 10
Vetted Review
Verified User
MindTouch is used as a repository to document all procedures across our entire organization. It is capable of integrating with Active Directory, providing an easy way to secure access to pages by users and groups. Search is lightning fast. We love that it runs on Linux! Also capable of exporting any page in PDF format for easy distribution.
- Active Directory integration
- Easy to use
- Runs on Linux
- Fast search
- Inserting images can be cumbersome because you have to upload them first
- Organizing documentation can be difficult
February 07, 2014
Want a turnkey solution that runs like a refrigerator? Then you must take a look at MindTouch.
Score 9 out of 10
Vetted Review
Verified User
We use Mindtouch for our corporate intranet and for our Drs. to communicate common procedures. It is also used as an internal Information Services knowledge base.
- Mindtouch excels because of its simple interface for editing and creating new pages, it is also very simple to create new sections and to assign permissions accordingly as a contributor, which takes a lot of support calls away from the IT department.
- Mindtouch also makes it very easy to reorganize pages into different sections without breaking links to documents or links that have been created elsewhere in the site.
- The main missing functionality in the cloud version is the removal of an ability to display queries from external databases within pages. This was available in the platform for a while, and was very useful.