MindTouch

MindTouch

About TrustRadius Scoring
Score 7.0 out of 100
MindTouch

Overview

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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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2018

Video Reviews

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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

Would you like us to let the vendor know that you want pricing?

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What is Pendo.io?

Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.

Features Scorecard

No scorecards have been submitted for this product yet..

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

Content from MindTouch site visualized with Wave Analytics.Example MindTouch implementation from customer Whirlpool.Example MindTouch implementation from customer Conga.Example MindTouch implementation from customer Cisco Meraki.Example MindTouch implementation from customer Hitachi Data Systems.Example MindTouch implementation from customer Zuora.

MindTouch Videos

Smart Content for the Omni-Channel Experience - Powered by MindTouch
Customer Self-Service Optimizes Growth
Public Facing Content Shortens Sales Cycles

Watch Smart Content is the Future

Watch Enhancing Customer Experience through Data

MindTouch Downloadables

MindTouch Integrations

MindTouch Competitors

  • Oracle InQuira
  • Bespoke in-house built XML publishing pipeline tools for HTML/PDF
  • Custom Self-Service tools

MindTouch Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesAll
Supported LanguagesAll

Comparisons

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Frequently Asked Questions

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.

What is MindTouch's best feature?

Reviewers rate Vendor post-sale highest, with a score of 9.3.

Who uses MindTouch?

The most common users of MindTouch are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews

(1-25 of 110)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
If a company doesn't want to make their knowledge base public-facing, you lose a lot of the value of using MindTouch in a closed environment. MindTouch is not ideal for extremely structured content management scenarios that are strong DITA advocates. Companies that require localization might not be good fits either.
Seth Faber | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
MindTouch does a great job of handling content as varied as product manuals to a knowledge base replacement. Content is easy to make within MindTouch but it is also flexible enough that content can be pushed into it from other authoring tools via APis. It does not replace our entire support website but is easily integrated into the support site for a seamless experience.
Score 7 out of 10
Vetted Review
Verified User
Review Source
MindTouch makes it really easy for writers to write. The learning curve for the tool is low. The SEO is excellent -- we always trust our content will be in the top 3 Google search results (we're usually #1). We've found some aspects of it to be challenging though when trying to manage support documentation for multiple versions of a product.
Kevin Landry | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Mindtouch is a great tool if you want simplification, customizable UI and easy to use. If your looking for advanced features like data extraction, data manipulation and translation be sure you understand the product limitations.
Score 8 out of 10
Vetted Review
Verified User
Review Source
If you are looking for a content management system, this is an excellent one to start with. Its template creation, multi-branding capabilities, permissioning structure, and API access gives you a very good start for digitizing and managing content. If you are looking for a content management system that is KCS approved or geared more towards ticketing/customer service, you might want to consider whether the positive features outweigh the lack of workflows and forms often needed for the KCS approval process.
Vlad Todor | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User
Review Source
MindTouch (MT) is well-suited for companies that have simple documentation. It works out-of-the-box, with little training. No technical knowledge is needed after initial setup and CSS customization. The hosted site is fast, and requires no maintenance.

It is not well-suited for professional technical writers. I don't think MT even has technical writers on their staff, given their own documentation and their lack of features a writer would need. Judging by the changes from MT4 to Responsive, there is little interest in producing a more robust authoring tool.
Score 6 out of 10
Vetted Review
Verified User
Review Source
Good for small knowledge bases, where most of the authoring is done by small teams of professional technical writers.
Not so good for large knowledge bases, where most of the contribution is done by non-pro technical writers.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I honestly have only had interaction with MindTouch from a product documentation perspective. As Creative Director, I was responsible for rebranding the UI to match our company branding. We are in the antivirus and endpoint security sector, and so far this resource has proven to be an excellent resource. Currently we are using MindTouch for product documentation, but we intend to take full advantage and see where else it might prove useful.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I would recommend MindTouch to anyone who is looking to create and host their documentation for a product that has multiple types of users. Our business modal represents customers on the buy-side as well as the sell-side and we are able to easily organize documentation to service both types of users.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Well suited if customers already know about it. Can be difficult to 'train' customers to use it as a first resource (instead of calling or chatting). Can be difficult to manage if there are thousands of articles. Easy to manage if there are hundreds. If content creation can be automated (even partially) this can be a good scenario.
Nina Wishbow | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
MindTouch is particularly good if you have some HTML/CSS skill, so that you can customize their defaults. It also is well suited to a smaller documentation set and for a "mobile-first" strategy. Their display framework, which appears a set of boxes set in a grid on the page, can introduce usability issues for large or complex documentation sets because it forces the user to drill down into topics instead of being able to scan long lists of topics in a tree.
October 18, 2017

Our Little Corner

Score 7 out of 10
Vetted Review
Verified User
Review Source
We haven't used it outside of an informational intranet. In a review of modifying the site to be more of a social intranet, we found that the product seemed to be lacking. We believe a 7/10 represents a solid and reliable score and as the product continues to expand, we look forward to enjoying it even more.
October 17, 2017

Success with MindTouch?

Kristen Kiley | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

It's good at easily creating and housing all our documentation/articles.

It has a simple and effective way for customers to contact support. With the 3 contact methods appearing on certain pages of the site. And a good support contact form that integrates with our Salesforce.

The user community features look to be a good fit for us, but we've not implemented it yet because our engineering department still needs to prepare the single-sign-on for us.

It's not as appropriate for housing all our video tutorials. Right now we can put each video on its own page and list them similar to articles. It would be better if we could easily move and navigate between videos without having to click into individual pages. It'd also be nice to have more linking/association between videos and articles of the same subject matter.

It's not as appropriate for offering our live class schedule or registration. I'd like to see a GoToMeeting integration. Or even a good way to display classes on a calendar, with the ability to filter which classes display on the calendar.

Score 7 out of 10
Vetted Review
Verified User
Review Source
MindTouch can get a help site up and running quickly, and it's honestly better than a lot of other products out there.

It's more appropriately used by dedicated tech writers than those in other roles, because there's a bit of a learning curve due to some of the oddities with the product. Those include strange, proprietary templates and complicated customizations.
Score 5 out of 10
Vetted Review
Verified User
Review Source
Well suited:
Help centers with simple structure, few products, that follows the structure dictated by MT.

Not well suited:
Sites with complex structure requiring alternate navigation structures.
Sites where content requires integration/feedback from SMEs. The lack of a robust draft/markup workflow (see Google docs) means users are forced to generate PDFs or cut/paste into Google docs for review, which is a major drawback.
Lila Krutel Meyer | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
If you don't already have a documentation portal in place, MT is a great option. If you need to have private and public categories, and different people need to be able to edit/view articles in different categories, MT has the permissions structure in place to handle that. If you want to re-use content, including media, MT can support those use cases. If you want to present some articles in a path, to help users tackle a larger task or process, MT can do it with their paths feature.

If you're migrating docs from another platform, be sure to figure out how your existing article URLs will be handled. All of our old article URLs were broken in the migration, which created a bad end user experience that we were dealing with for several months.

If you need to have detailed reporting capabilities on user activity, you'll probably have to connect MT to Google Analytics or another tool.

October 10, 2017

Title Here

Score 5 out of 10
Vetted Review
Verified User
Review Source
It seems to work, but I wouldn't say it worked well. Would look into other options next time that give us more control over layout and better usability when publishing.
Score 8 out of 10
Vetted Review
Verified User
Review Source
MindTouch is probably well-suited to most general documentation and content-creation needs. For highly technical documentation, it would be good to include some more formatting options. And, previewing end-user content before publishing would be very useful. Some formatting or content errors can be detected only during WYSIWYG preview, but having to publish a document in progress risks making unedited content public (even if only briefly).
October 09, 2017

Easily the best

Paul Schwartz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
If there is a need for a consolidated view of the corporate data related to data MindTouch is the only solution I would consider. The power behind the views and history is not to be overlooked for any leader trying to gain an understanding of the consumption of information for an organization.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Communicating information to employees and customers is a strong point, but the article type setup can sometimes be a bit of a challenge at first. However, that usually gets more self-explanatory once the user has utilized it for awhile.
Score 7 out of 10
Vetted Review
Verified User
Review Source
MindTouch seems well suited for an organization that has a dedicated team to work on this platform (and must include a developer). It can be harder for a smaller company or a smaller department that does not have these resources available full-time because of training required and understanding the workflows needed to create an efficient site.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Mindtouch is great for organizations whose focus is producing content. You want to get ramped up quickly and maintain your site with minimum resources. It may not be a good solution if your organization has a complex content architecture, want to implement strictly structured content, such as DITA, or want to have complete control over maintaining the technology.