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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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Learn from top reviewers

MindTouch - Moving from KBs and PDFs to easy to use and customer friendly

Rating: 10 out of 10
December 4, 2017
IncentivizedVetted ReviewVerified User
We are using MindTouch as a central repository for support knowledge, product documentation, processes & procedures. We started within the support department and quickly expan...
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Seth Faber
Paraprofessional - Customer Service
Global Services eServices Manager
Hitachi Data Systems
MindTouch2 years of experience

Good for a one-person documentation/knowledge base shop

Rating: 7 out of 10
October 20, 2017
IncentivizedVetted ReviewVerified User
We use MindTouch for our help website and context-sensitive help in our product user interface.
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Nina Wishbow
Professional - Customer Service
Principal Technical Writer
Skyport Systems
MindTouch1 year of experience

Success with MindTouch?

Rating: 8 out of 10
October 17, 2017
IncentivizedVetted ReviewVerified User
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 internal departments such as support and sal...
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Kristen Kiley
Employee - Other
Instructional Designer
Kareo
MindTouch1 year of experience

Easy & fast content authoring platform

Rating: 8 out of 10
October 10, 2017
IncentivizedVetted ReviewVerified User
At Gainsight, our documentation team members are the primary authors in MindTouch, but the published docs are utilized by other internal teams as well as our customers. We use...
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Lila Krutel Meyer
Manager - Product Management
Sr. Education Manager
Gainsight

Customer Success is providing the right content, every time, anywhere!

Rating: 10 out of 10
October 10, 2017
IncentivizedVetted ReviewVerified User
MindTouch is being used by DealerTeam to the fullest measure. Internally - Structured content allows for new hires to read self-help articles and learn about tribal knowledge...
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Travis Sousa
Executive - Finance and Accounting
Director of Support, CFO
DealerTeam.com
MindTouch2 years of experience
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Pricing

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MindTouch

MindTouch

N/A
Unavailable

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

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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Reviews From Top Reviewers

View all reviews
(1-5 of 110)

MindTouch - Moving from KBs and PDFs to easy to use and customer friendly

Rating: 10 out of 10
Incentivized
December 04, 2017
SF
Seth Faber
Global Services eServices Manager
Hitachi Data Systems (Information Technology and Services, 5001-10,000 employees)
Vetted Review
Verified User
MindTouch
2 years of experience
View profile
Likelihood to Recommend
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.

Good for a one-person documentation/knowledge base shop

Rating: 7 out of 10
Incentivized
October 20, 2017
NW
Nina Wishbow
Principal Technical Writer
Skyport Systems (Computer Software, 51-200 employees)
Vetted Review
Verified User
MindTouch
1 year of experience
View profile
Likelihood to Recommend
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.

Success with MindTouch?

Rating: 8 out of 10
Incentivized
October 17, 2017
KK
Kristen Kiley
Instructional Designer
Kareo (Computer Software, 501-1000 employees)
Vetted Review
Verified User
MindTouch
1 year of experience
View profile
Likelihood to Recommend

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.

Easy & fast content authoring platform

Rating: 8 out of 10
Incentivized
October 10, 2017
Likelihood to Recommend
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.

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