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MindTouch

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

TrustRadius Insights

MindTouch is a versatile software that is used by various organizations for different purposes. One key use case is creating and updating …
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Our Little Corner

7 out of 10
October 18, 2017
Incentivized
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

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius 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 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

  • 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
  • Facebook
  • Twitter
  • LinkedIn
  • Google+
  • Contextual Help
  • SAP Cloud for Customer
  • eCommerce

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 and Ratings

(179)

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!

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

(1-9 of 9)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Al Pahl | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Chad Kipper | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Lisa Fontaine | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Matt Bishop | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Konrad Willmert | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
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.
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