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?

Alternatives Pricing

What is MadCap Software?

MadCap Software, headquartered in La Jolla, offers MadCap Flare, a help authoring and technical writing tool featuring onboarding and support from MadCap, and a set of modules for designing advanced guides, aids, and web or application help aids.

N/A
Unavailable

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 51)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Ziv Peled | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
Olav Andreas Frenning | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Himanshu Pandya | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Tim Bergman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
October 31, 2016

MindTouch is great!

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Bill McClain | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
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

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Sue Ann Kendall | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
August 30, 2016

MindTouch TCS

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Toby Partridge | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.