MindTouch

MindTouch

About TrustRadius Scoring
Score 7.0 out of 100
MindTouch

Overview

Recent Reviews

Our Little Corner

7 out of 10
October 18, 2017
It's being used as the backbone of our Intranet across the company. This allows us to have general as well as technical information from / …
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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2018

Video Reviews

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Pricing

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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.

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://mindtouch.com/info

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Would you like us to let the vendor know that you want pricing?

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MadCap Software, headquartered in La Jolla, offers MadCap Flare, a help authoring and technical writing tool featuring onboarding and support from MadCap, and a set of modules for designing advanced guides, aids, and web or application help aids.

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What is Pendo.io?

Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.

Features Scorecard

No scorecards have been submitted for this product yet..

Product Details

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

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

MindTouch Videos

Smart Content for the Omni-Channel Experience - Powered by MindTouch
Customer Self-Service Optimizes Growth
Public Facing Content Shortens Sales Cycles

Watch Smart Content is the Future

Watch Enhancing Customer Experience through Data

MindTouch Downloadables

MindTouch Integrations

MindTouch Competitors

  • Oracle InQuira
  • Bespoke in-house built XML publishing pipeline tools for HTML/PDF
  • Custom Self-Service tools

MindTouch Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesAll
Supported LanguagesAll

Comparisons

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Frequently Asked Questions

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.

What is MindTouch's best feature?

Reviewers rate Vendor post-sale highest, with a score of 9.3.

Who uses MindTouch?

The most common users of MindTouch are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews

(1-25 of 69)
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Seth Faber | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
MindTouch offers a unique knowledge and information management tool that was different enough from traditional knowledge bases and advanced enough to not be a Wiki while allowing CRM integration and APIs for customization. MindTouch as a company is focused on making their product great where as other vendors treat this space as a bundle or checkbox feature without being robust enough to replace a knowledge base and PDF manuals.
Nina Wishbow | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
I did not select MindTouch at my current company, but I was looking into it at my previous position. It has many of the useful features of the more traditional publications tools (RoboHelp, Frame) with the ease of web deployment of other tools (HelpIQ). It has some limitations (rigid structure, lack of PDF support come to mind), but all of these tools have their strengths and weaknesses.
Score 5 out of 10
Vetted Review
Verified User
Review Source
We selected MindTouch because:
- it could support multiple products inside of one instance
- it could support both external and internal users with conditionalized access to content
- it was cloud-based, which enabled users from different offices to work on the same project
- it was reasonable robust in tagging, content categorization, conditionalization, etc.
Travis Sousa | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
October 09, 2017

Easily the best

Paul Schwartz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Each suite offered a variety of features; however, MindTouch had powerful SAP integration and as a hosted solution the value of ownership was nearly immediate. Put on top of the API and CSS options for customization MindTouch was the top solution for our documentation visibility initiative. Another value point for MindTouch was the implementation services that were purchased. The service provided best practice and ensured our timely and cost sensitive go live.
Score 9 out of 10
Vetted Review
Verified User
Review Source
MindTouch has a high degree of user freedom regarding customization, offers a quick-responding support team, and keeps their site up-to-date and modern. The combination of these abilities made MindTouch a fine choice that could suit our needs.
Ozzie Gardner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
In my view, MindTouch is hands down the industry leader when it comes to documentation and publishing products. None of the other products I have used provide such an intuitive interface for single-source content creation. MadCap Flare has a steep learning curve and requires builds to generate content in the format you need prior to publishing. RoboHelp also requires builds to create content, which again leaves you with the task of publishing the generated content. MindTouch is the only product that allows me to instantly publish content and maintain that content in real time. MindTouch also provides the most intuitive method for controlling access to sensitive data by allowing me to limit content access by user group. As an evergreen SaaS company, we need a product that evolves as quickly as we do. MindTouch is that product.
Ziv Peled | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
MindTouch is by far better than Zendesk. Article management and editing are much better and richer (more than a basic font. MindTouch has a better interface and better design options out of the box. MindTouch has a dedicated customer success management [team] and support from the basic package that really wants to help you around the clock.
Olav Andreas Frenning | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We wanted a SaaS solution that was always online. In the past we used RoboHelp, but the whole idea of having to compile the help project before publishing seemed rather backwards at a point. Mind, we have not reviewed later installments of RoboHelp.

With MindTouch we can edit stuff live - we use this a lot to fix smaller inaccuracies in our docs based on support feedback, and it's all fast and accurate.

Zendesk has a nice documentation feature for smaller projects, but we found that with the sheer volume of documentation that we produce, nothing could measure up to MindTouch.
Tanner Volz | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
N/A. It has been several years since I evaluated competitors. I'm vaguely aware of Zendesk and am in process of evaluating not - not with the intention to replace MindTouch, just to keep up with trends in the industry. I would consider a move if I ever felt that MindTouch was not keeping up.
Harry Kaplowitz | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Ben Mo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We considered:
  • Home-built solution
  • Self-hosted solution using out-of-the-box libraries for API documentation
  • Wordpress, Joomla, and other light-weight CMS/blog solutions for API and other documentation
  • Knowledge bases built into existing/prospective customer service / ticketing systems: HelpScout, Desk.com, Freshdesk, etc.
We chose MindTouch because our management was already familiar with the solution, having implemented it before. Also, it's feature set was more robust than any of the other solutions we looked at, and has the customer service/support staff to help us get up and running quickly. We also appreciated the enterprise-level features made available, like custom SSL certs and domain names, branding, and customizability.
George Eckel | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
MindTouch is not as sophisticated as those editors but MindTouch is the only one that generates HTML. The other editors provide additional, advanced functionality, are more bulletproof, and require the services of an experienced technical writer. MindTouch, however, is simpler and covers most if not all of the bases that writers use every day.
Matthew Teborek | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Actually, when we evaluated MinfTouch it was evident that we didn't really need to perform due diligence against other solution providers. It was apparent from the get-go they were the perfect fit for the problems we were trying to solve.
Score 2 out of 10
Vetted Review
Verified User
Review Source
We selected MindTouch after being given assurances it met all of our needs. Whilst I am sure it can do this, it was not made apparent the technical ability required to be able to achieve this and given the choice again we would not have selected MindTouch.
August 01, 2017

Great Product

Score 9 out of 10
Vetted Review
Verified User
Review Source
We were on Salesforce.com's KB and did not like the interface and the difficulty with article creation. The advantage of SF was that we could assign articles to individuals for review. I feel that is missing with MindTouch. It makes article creation workflows very difficult.