We are using MindTouch as a central repository for support knowledge, product documentation, processes & procedures. We started within the …
MindTouch is the primary authoring and publishing tool for our Tech Writing department. It powers our customer-facing support site. The …
Mindtouch is being used corporate-wide. [It] Started out in the US and is being migrated to other offices around the globe. [It's] …
We use Mindtouch to satisfy our content management needs organization-wide. We deploy our self-service strategies on this platform as well …
MindTouch is used only by our department to provide documentation for customers and support staff. It is not used directly by support …
MindTouch is now the 'one stop shop' for all knowledge we want to share with our customers, and also among staff. We use it mainly for …
We just launched MindTouch and we are very excited to have this new resource! MindTouch will allow us to eventually move all of our …
We are currently utilizing MindTouch as a documentation center to teach our new and existing customers how to utilize our software. …
Used to answer common customer questions globally. It reduces the amount of resources we need for support. We are moving from a high-touch …
We use MindTouch for our help website and context-sensitive help in our product user interface.
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 / …
Our training team set up MindTouch to house all our training videos and articles. The site is used by our customers as well as our …
We're using MindTouch on our team only. Other groups publish content on our corporate website. It meets the documentation needs of our …
We use Mindtouch to maintain help centers for several customer facing products. It is used by multiple teams and authors. External users …
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- No setup fee
For the latest information on pricing, visithttps://mindtouch.com/info
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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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.
- 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
- Oracle InQuira
- Bespoke in-house built XML publishing pipeline tools for HTML/PDF
- Custom Self-Service tools
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) and the Computer Software industry.
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When our site was going live and publishing the associated DNS changes, the MindTouch support tech literally stayed on the phone until we were comfortable everything was working correctly. He wasn't rushed to take the next call and really wanted us to be successful.
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.
Please look at our support tickets. Most recently I got some help in rendering teh PDF correctly, was a complex issue, but Support did a great job in working it out and providing the necessary help.
MindTouch did provide us a one time support on the weekend for our systems integration launch. They came through in a very short time to address a gap that was discovered at the time of launch. The resolution was provided in time so as not to affect the launch.
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.
We had some issues with the way the PDF generator was working. We had been told in the sales process that it would work one way, but then it ended up having some restrictions which made this impossible. Everyone on their side was great about it. The sales rep owned up to his part in the issue, support went out of their way to get us a quick resolution, engineering actually made some changes that helped us get where we needed to be, and customer experience was their to hold our hands the whole way through. All in all, a very impressive support experience that turned a negative into a positive.
All the time.
Each year we must renew our SSL certificate and provide it to them so they can install it to the site for us. Each time we do this it is painless and easy. They know exactly what we need to do and always provide the details so we understand the process.
When we moved from the Enterprise version to the Cloud/ Hosted version, support was very active and very responsive. All my questions where answered in a timely fashion and communication was clear and seamless before, during and after the migration.