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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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- Premium Consulting/Integration Services
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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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Community Insights
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
(1-25 of 69)Companies can't remove reviews or game the system. Here's why
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.
October 20, 2017
Good for a one-person documentation/knowledge base shop
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.
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.
- 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.
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
- BizFlow BPM Suite, OpenText Digital Asset Management for SAP Solutions and Oracle API Manager
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.
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.
September 29, 2017
Super Neat Review of MindTouch
- Knova Knowledge Management and Oracle Knowledge
September 28, 2017
MindTouch - Reimagining knowledge products and support
- MadCap Flare, Microsoft Word, RoboHelp and Adobe Acrobat DC
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.
September 25, 2017
MindTouch - a great knowledge base platform for a sea of content
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.
September 05, 2017
Ideal for large volumes of documentation
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.
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.
August 30, 2017
MindTouch is a Superb Hosted Content Resource
August 28, 2017
Great support content solution for growing technology teams
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.
August 28, 2017
MindTouch Review
MindTouch is user-intuitive and mobile-friendly
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.
August 14, 2017
One of a Kind HTML Editor
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.
August 11, 2017
Look elsewhere for a robust publishing endpoint solution
SDL's product at the time did not elegantly handle content other than DITA.
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.
August 09, 2017
Too Technical for a Small Team to Implement
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 04, 2017
MindTouch Review
We compared MindTouch to Salesforce Community and Salesforce Knowledge and we ultimately picked MindTouch because of the increased usability.
August 04, 2017
Very Satisfied Customer!
MindTouch was the first and only product we used, so I do not know what other companies provide services similar to MindTouch.
We have not used a competing alternative, and are still working to better implement this solution.
August 01, 2017
Great Product
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.
- PDF
MindTouch makes finding specific content easy and efficient.
July 25, 2017
MindTouch is really amazing.
- Madcap Flare
We previously used MadCap Flare. Flare is amazing for its single sourcing capabilities, where MindTouch is lacking. But with Flare we had to do an entire build and publish each time (which took hours).
We looked at Happy Fox, Salesforce Communities, Fuze, MadCap Flare, etc. MindTouch won out because of its Salesforce integration and the fact that it was a hosted solution with everything included in one price.