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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.
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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- Tech Details
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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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- 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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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 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.
No
Regular support serves us well.
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