SEO-friendly CMS for creating robust Support/KB websites
We use MindTouch at Procore Technologies Inc. as the core CMS platform to host and manage our public support site (https://support.procore.…
MindTouch
MindTouch
Overview
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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
MindTouch Videos
Smart Content for the Omni-Channel Experience - Powered by MindTouch
Customer Self-Service Optimizes Growth
Public Facing Content Shortens Sales Cycles
MindTouch Downloadables
MindTouch Integrations
- Salesforce Service Cloud
- Google Analytics
- Zendesk Support 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 Competitors
- Oracle InQuira
- Bespoke in-house built XML publishing pipeline tools for HTML/PDF
- Custom Self-Service tools
MindTouch Technical Details
| Deployment Types | SaaS |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | All |
| Supported Languages | All |
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 and Ratings
(181)
Reviews
(1-25 of 51)- Popular Filters
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October 08, 2017
MindTouch based Knowledge Center
Too soon to determine
October 02, 2017
From 0 to 100. How MindTouch Helped Improve Customer Service
Our customers really like being able to access information to solve problems or to have information they can go to for future use. This often helps to reduce the resolution time of support tickets that customers create.
September 25, 2017
MindTouch - a great knowledge base platform for a sea of content
We haven't fully released our MindTouch solution so I don't have a full end to end customer experience example but I can already say that the platform optimized the time we invest in each article and we already benefit from it. I will be happy to update more about the end to end benefit after we are fully released.
September 05, 2017
Ideal for large volumes of documentation
Customer and reseller feedback tells us we made the right choice with MindTouch. Documentation is key to selling a digital asset management system like ours, and the greater the transparency, the better. So we have opted to make all our documentation publicly available. We want potential and existing customers, as well as resellers to be able to find the documentation they need to get the system set up, adapted to their needs and working flawlessly. We believe a happy customer is a returning one, so the better we can help, the greater the chance that the customer will stay on with us and renew their contract.
August 14, 2017
One of a Kind HTML Editor
We don't use MindTouch for marketing or sales. It's used for technical docs. Again, the value of the doc is not in the typeface or editor but in the quality of the writing.
Again, too soon to know.
July 25, 2017
Good Times with MindTouch
I don't believe we are too far into our adventure to really know this information yet.
June 29, 2017
MindTouch Lets Technical Writers Be Writers Again
We are assessing all our documentation now to create a one stop shop for various customers. MindTouch will certainly play a role in that. Internally, it's been an asset to our sales, product management, and marketing teams. They can access product documentation well before the release to better prepare themselves.
June 27, 2017
MindTouch Helped Us Improve Customer Self Service
Our customers like our Knowledge base and so do our internal users. The goal of MindTouch for our organization was to have an easy to manage content system that looked good and helped reduce case volume.
June 25, 2017
MindTouch Ratings from AZCTECC
The recent upgrade has improved our customer experience simply by creating an easy format for our users to find the resources they need.
Our industry is just a bit different than most in that many customers only purchase one luxury motorhome. However, MindTouch is helping us add resale value to our older coaches as we are able to add and maintain information relevant to prior model years. This means that our owner's guides will increase in value over time.
We are still new to MindTouch, so we do not have enough time to have measured its impact on our company and our support organization.
Our organization has yet to turn our clients loose, fully, in MindTouch.
April 07, 2017
Mindtouch Review, Looking for more robust doc features
Can't comment on this at this time
April 05, 2017
Educational Use
We are not for profit but Mindtouch has allowed us to provide better service for our teachers.
January 02, 2017
MindTouch a social sharing of knowledge experiences.
Limited customer feedback at this time.
December 19, 2016
Operations Manager's MindTouch Review
Yes, we have achieved this. We have created different views for our customers, sales partners, and internal departments.
October 31, 2016
MindTouch is great!
MindTouch has improved our customer experience in that all users are able to access help and how-to articles. We have a Train the Champion method for onboarding and other users don't always receive accurate or complete information. This software allows us to reach ALL users with accurate and helpful information on how to use our software.
October 31, 2016
MindTouch works the place!
We have not had the product long enough for it to impact sales or marketing, but I expect the user experience to be enhanced by us using MindTouch. Our ability to allow SMEs to actually create the content, then let Technical Publications edit and publish that content, shortens the documentation cycle immensely.
October 07, 2016
MindTouch Does It All
We have absolutely benefited from the use of MindTouch during the entire sales cycle. Prospective customers can be granted access to our documentation, and the feedback has been overwhelmingly positive. We also host usability and training videos, PDF guides, and other files in MindTouch, which makes it very easy to distribute the right files to the right customers.
October 07, 2016
A Helpful Online Help Center
We mention our help center in the sales process, the onboarding process, training process, and in customer support. Our company has multiple products, and we drive customers to the help center to help them get the information and support they need.
October 07, 2016
Built a Site We Are Proud Of
Since we are the customer experience department, we sure hope it has improved that. For sure customers can now find information faster and without having to go through multiple sites to find product information. They don't need to call for support anywhere near as much as they used to, and can provide immediate feedback to us so that we can make an even better customer experience. We now can tell what they want. Our statistics show that our site is used much more than the previous one.
September 27, 2016
MindTouch has made our knowledge base beautiful and powerful
It's really too soon to tell, though our customers are using it.
August 30, 2016
MindTouch TCS
We have not achieved much success mainly due to lack of user acceptance and internal marketing efforts. We will be revisiting our processes and working to make sure our employees understand the value of our investment.
For our customers who are familiar with the resources, it provides them a "starting point" for getting help.
For our customers who are familiar with the resources, it provides them a "starting point" for getting help.
It's early days, but it does appear that the customers who have used MindTouch to access content are happy with the experience. They have been able to provide feedback through MindTouch's topic feedback capability, and we have been able to receive that feedback and respond quickly to ensure that topics are accurate and can be found. We regularly direct our sales and marketing groups to content in MindTouch and ask them to highlight it during the sales cycle. We anticipate that it will be a positive differentiator for our software in our marketing space.