MindTouch

MindTouch

Score 7.0 out of 10
MindTouch

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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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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Awards

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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

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Product Demos

MindTouch Customer Story – Customer Success Self-Service
03:22
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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

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.

MindTouch Video

Customer Self-Service Optimizes Growth

MindTouch Integrations

MindTouch Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesAll
Supported LanguagesAll

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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Comparisons

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Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Al Pahl | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
MindTouch allows our clients to seek information on, and updates of, our school-related software.
  • MindTouch makes it easy to have templates and self-help instructions so that a variety of teammates can contribute without a ton of learning curve.
  • The MindTouch search engine makes it easy for our clients to find what they need.
  • MindTouch created an easy ability to add and control users. And we found the page-level security meets our needs.
  • MindTouch's flexibility means you can get the organization and look you want, without needing a degree in html.
  • MindTouch support people genuinely care about my success, are easy to get to, respond in a reasonable time period and are both knowledgeable and down-to-earth.
  • MindTouch (MT) bought the text editor from someone else. It lacks precision, flexibility and features. Word can do many things the MT editor cannot. Photos can be hard to place and run text around them without awkward spacing. The tool to place text near photos needs improvement from its present level of zero. Photos cannot be cropped. Placing a photo in the middle of a numbered list will require a big time investment. The text frequently loses "normal" and needs to be re-defined. Pasting text into an article never is formatted correctly the first time. It would be nice to be able to do text boxes, like Publisher allows. Presently, all copy runs the full width of the only text box you get.
  • MindTouch's support people often like the enhancements I suggest but getting them into the product -- if it happens at all -- takes too long. MindTouch does many admirable big-picture things but needs to pay more attention to enhancement suggestions and improving its text editor.
  • When you are in any of the control panels or behind-the-scenes control areas, why do you have to close that page -- actually close out of MindTouch and then go back in, to get back into the text editor?
  • The "views" counter on each page is very difficult to reset. You have to export the page, delete it and then import it back in. This would be less necessary if we, as clients, could control when the counter starts. Currently, it starts when the page starts, so every time you access the page as you construct it counts as a view -- actually, in our install, it seems to count as TWO views. That's like having your traffic counter on your highway count all of the construction traffic before the road was opened to the public.
MindTouch is well suited for both small and large staffs. But if complex, artsy pages are your goal, you better have programmers on your staff.
MindTouch was purchased by our management team. I had no knowledge of the selection process until the decision was made and my training began. I'll say this: MindTouch is easy to learn to use.
11
Support, Client Services, Documentation
3
Detail-oriented people. Need people with a little writing flair. Need people who can communicate directly and concisely. Some page layout experience is a plus.
  • Getting software updates to clients.
  • Allowing clients to get help, by themselves, on our software products.
  • Providing a platform where we can easily get videos to people who want them.
  • Our deployment time is too short to have found any yet.
  • Using the API and some programming to integrate it with our system that manages Service tickets.
  • I would hope to get our sales staff more involved so that they can use it during presentations and as a way to create a library of info for potential clients.
MindTouch's ability to meet our needs.
No
Regular support serves us well.
Love MindTouch and its employees. On the other hand, the last time I commented to trustradius, they dogged me with emails and notifications for what seemed like weeks. Strongly dislike trustradius.
I wanted our landing pages to look a certain way and display info in a certain way. They helped us develop one series of css/dekiscript/jem which meets our needs and we can duplicate that set for every page we need it on.
  • Templates
  • Managing Users
  • Changing headline definition changes it in the whole shootin' match
  • Linking people from one page to another.
  • Copying and moving pages.
  • Linking people to off-site URLs
  • placing videos
  • creating copy in an article which is only for teammates to view
  • Cropping photos (can't do it).
  • Placing text consistently and elegantly next to photos.
  • Getting text to STAY in normal style without losing some of the elements thereof.
  • You always have to format text after you paste it in.
  • Placing our software updates in MindTouch and having clients download from there is slow. We now put them on our .ftp site and link to them from MindTouch. Works great!
Yes
unknown
Go back and read my answers in difficult/cumbersome and some of the comments I made in the free-form areas early in this session.
Bill McClain | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
We are using MindTouch to create a knowledgebase for customers of the Cisco Infinite Video line of products. Currently, we have 2 technical writers and one SME adding content. As content becomes available (the product is in its infancy), more writers and SMEs will begin to use MindTouch. Distribution will be through our website administered by MindTouch. Our users are cable operators in several different countries. MindTouch allows us to create and update our documentation on the fly, giving our customers access to the latest documentation via the web.
  • MindTouch allows people with multiple levels of expertise to contribute to the product documentation.
  • MindTouch allows us to present the user with the most up-to-date documentation possible.
  • MindTouch makes content creation fairly easy, with templates and use guidelines.
  • We struggle with customizing our site, because so much of MindTouch is 'behind the scenes' and difficult to discern. We can't see how they are using certain things (for example, one variable that we used as a glossary popup was 'JSON' - we had to change it because it blew our site up).
  • MindTouch does not allow two people to edit a page simultaneously. It does, however, warn you that someone else is editing the page.
  • The location of content in MindTouch is not always apparent. We struggle sometimes finding the pages that we've created. A more streamlined approach (like a file system) to content management would be nice.
MindTouch is well suited for groups that are geographically dispersed, when writers and SMEs are using the system at different times. We have issues, at times, in our local group because we need to change things when someone else is editing a topic.

MindTouch is great for groups that produce product documentation and need to iteratively update that documentation (for example, in an Agile environment).
  • At this point, we haven't seen much of a return on MindTouch (we've only been using the product for a few months). I expect to see many users and contributors in the system, but for now, the volume just isn't there.
  • I think MindTouch will contribute to a faster software update cycle (we are an Agile shop).
  • MadCap Flare and AuthorIt
Both Flare and AuthorIT are different products - think more standard online help and documentation (PDF or printed) output. MindTouch is a different beast - I think it's strength is in its ability to create and publish (to the web) documentation that is quickly available to the user. All three products support some type of content reuse (Flare and AuthorIT seem to be a bit more robust in this department). MindTouch seems to have some issues with reuse (though, again, we are new to the game).
10
At this point, we have Technical Writers as content creators, editors, and publishers. We have product owners, product project managers, and engineers as SMEs creating and updating content. We also expect to have support engineers as SMEs to create and edit content. Currently, the product we support is not released, and is in development, so we expect the impact of MindTouch on all areas to be much bigger in the near future.
2
Currently, one full-time and one part-time persons support MindTouch. We are technical writers, and have leaned on the MindTouch support team to help us navigate the waters of this software. We have had a few issues, as I've described, but overall, it's been a valuable and interesting experience. I recommend giving MindTouch a try if you're going to publish a knowledgebase for your users.
  • Supporting a new product.
  • Allowing SMEs (amongst several groups, e.g., Support and Engineering) to create and edit content. (Only technical writers can publish content to our site at this point.)
  • Creating content that is the most up-to-date for our customers.
  • We are new to the MindTouch experience, so we have had little time to experiment with the product. We are concentrating on gathering material to add to the product at this point.
  • Track user feedback on our documentation so we can give them the best experience possible.
We are sold!
Lisa Fontaine | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
MindTouch powers our online help center, which has become the most leveraged tool by internal teams and external customers for training and self-help resources. The content is created by a handful of people in our company, including our instructional designer, customer support leads, and me. MindTouch has made our online help center an invaluable addition to our company's assets. It is not only used by customers, but also internally by everyone from the executive team down.
  • Logical hierarchy for content structure makes organizing an abundance of information easy.
  • The ability to use tags and even manually set specific content to display at the top of search results makes it easy for users to find exactly what they are looking for.
  • Updating information in draft form is helpful when new software releases are pending. In addition, the revision history feature has been helpful for us when we've needed to access previous versions of an article.
  • Some other features we value are the ability to set articles to private, being able to easily move content around in the site, and the content re-use option that automatically updates information in areas where the article has been duplicated when the original has changed.
  • I think our only issue with MindTouch was that it was not explained up front that we would need a developer to add any customization to our site in the way of branding, graphics, formatting, fonts, etc.
MindTouch is the perfect solution for companies who have hardware or software and need to offer online self-help resources and training for customers. Based on my personal experience, I would say that the company should also have a UX/UI person and in-house developers, or have the resources to hire a developer and designer to customize their site.
  • Positive: We have reduced the number of calls to our customer support team.
  • Positive: We now have a single source for online training and self-help resources where new users to our software can get educated on how to use the system.
  • Positive: We are able to easily update instructions in help articles to keep information current.
Although a good product, WordPress lacks a lot of the features that make MindTouch the best solution for online self-help. We were looking for a system that was easy to build and manage but also one that knocked it out of the park when it came to an effective and positive user experience. MindTouch did this for us.
100
The system is used by everyone from executives to employees in training, marketing, sales, onboarding, customer support, and product development.
5
The main support of the system comes from the training department, but we also have contributers in customer support.
  • New customers who need training and product use instructions.
  • Existing customers seeking self-help on our products.
  • Internal teams who need instructions on using product features.
  • Publish product release notes.
  • Promote new product features and releases.
  • Used in the customer journey from initial sale through onboarding process to ongoing support.
  • Community forum for our customers to ask questions and find answers from other users.
Overall, we are extremely happy with the product and customer support. Beyond that, we've invested a lot of time and money into our site, and to move to a different platform wouldn't make sense for us.
Yes
We had a home-grown help center that was cumbersome to post to, impossible to find information on, and a labyrinth for customers to use.
  • Product Features
  • Product Usability
  • Positive Sales Experience with the Vendor
We had an enormous amount of material that we needed to transfer over to a system that had a logical structure and was easy to use. In the sales process, we were impressed by the functionality and features of the system.
We would have a front-end developer present to go over the large and small needs of developing a website. We had expected to have two non-technical people put our "custom" site together with full branding, customer support tickets, online chat, etc., which was not reasonable.
  • Implemented in-house
No
Change management was a minor issue with the implementation
Because there were so many moving parts to our MindTouch site, we had to do some internal training for how to access information. We also had a hard start date for everything, because we had our online support tickets and chat connected to MindTouch and needed to do a single switch from the old system to the new.
  • Broken redirect links from the old system to the new due to one of our products not being able to run on the operating system of MindTouch.
  • Most of the implementation issues that I can recall were on our end and had nothing to do with 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.
No
Our contract does not permit us to call into support. We can email questions and then wait for a rep to call us back.
I think the support overall is good. They are quick to respond to requests and very interested in helping. We have, however, had issues come up that they have not been able to help us fix -- even at a tier 2 level. Thank goodness we had a developer on contract who was able to fix what we needed.
Yes
I don't even remember exactly what it was, but I do remember reporting it all the way to the CEO. We found a work-around for the issue, so I honestly don't know if they ever fixed it.
We had a bit of a slow start using the system due to the immense amount of content that needed to be weeded out and structured for the MindTouch platform. By the time we were ready to start adding content, we had forgotten what was taught in the trainings and we had so many questions. At that point, our onboarding coach invited us to the MindTouch office for a day of personal training with some of the experts. They re-taught us how to use the system and even helped us get started on our own site by plugging in some content based on the IA we had designed.
  • The content hierarchy feature is amazing.
  • Easy to add images and make them look good.
  • We especially like being able to move content around while maintaining a URL history that automatically redirects.
  • Adding custom graphics.
  • Adding custom functions or UX.
  • Adding customization of fonts, style, etc.
I think for the most part, the system is easy to use. BUT, if you want any customization, you need a developer. Period.
Micah Jones | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use MindTouch to create and distribute information and support to our customers and our employees. Our training department and myself primarily create content. Our marketing department, training and support departments all help with distribution. Support and training are the business issues that MindTouch addresses.
  • Their support is very good. They are knowledgeable and helpful.
  • The layout and look of the site is nice but the power of its customization is amazing.
  • The intuitive nature of the product is also a strong point.
  • Improvements in user management. For example, default group membership for new users would be very useful. Also being able to do more to users in a grid view would be nice.
  • While customizations are possible and the sky seems to be the limit, I feel some things should be easier to customize via options rather than needing to code. For example, it would be nice if I could just turn off the menu strip in F1 windows.
  • More analytics are reporting would be good, especially on the content management side.
For an open help resource I think it can't be beat. It's a bit weaker when having to keep your resources protected.
  • We're still a little early into it to judge these things.
  • ScreenSteps
Mindtouch has tighter Salesforce integration than ScreenSteps.
34
Training, Support, Development, Sales, Corporate, HR, Accounting
4
The most important would be a strong IT background. Secondarily, a CSS and HTML developer.
  • Support
  • Training
  • Product Documentation
  • Service Documentation
  • Hosting our video library (in Conjunction with Wistia).
  • Perhaps a stronger on-boarding process.
I expect to stay on it unless service degrades or business reasons force us to move on.
  • Document editing
  • Image loading
  • Embedding Wistia videos is a bit awkward for non techies.
  • Customization is easy IF you are a web developer.
Yes, but I don't use it
Seems nice but I don't use it.
It takes some learning. Once you've learned it it's easy to use.
February 04, 2016

MindTouch'd

Score 8 out of 10
Vetted Review
Verified User
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
MindTouch integration into Salesforce is very challenging. I would be nice to see MindTouch become a native application within Salesforce.
  • Not my area of expertise
  • Absorb
Article creation allows for revision control and single sourcing image files which is great. Also the search capability far exceeds what Absorb has to offer.
260
Healthcare
5
System Administration, Technical Writers, and Training
  • Knowledge Delivery
  • Training Delivery
  • Reporting
The ability to integrate fully into Salesforce.
Yes
Absorb LMS
  • Product Features
  • Product Usability
  • Implemented in-house
Yes
Change management was minimal
MindTouch's implementation team was awesome!
Yes
The support team is outstanding.
No
All the time.
  • Search
  • Integration with Salesforce
  • Single Sign On
  • Video Integration - Types allowed
Salesforce integration and Single Sign On setup.
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