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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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.

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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 55)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
By having all relevant materials ready and waiting to be used on a single site, it makes it easy for users to search for exactly what they need and keep everyone on the same page across departments.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Our entire global strategy for support has changed (i.e., fewer and fewer "regional only" projects, and more global support initiatives, because we now have one tool, MindTouch, which everyone globally is starting to use)
Ziv Peled | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
MindTouch is part of our new onboarding strategy which is being rolled currently, we are building a lot of content for our prospects and customers to be able to onboard via our self-serve platform and use our documentation to guide them including a full integration guide and more.
Olav Andreas Frenning | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We used to run on-premise reseller and customer training - that involved a great deal of travel, not to say preparation. With MindTouch, we can fit the entire onboarding onto our documentation site so users can learn at their own pace.
Tanner Volz | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Our internal training developer creates custom collections of material just to support internal training. She prints these collections into internal training guides which are given to all new employees. Members of some groups have ongoing access to the MindTouch site, although internal usage is typically slow. Our Sales organization does not use it directly. Our Marketing department reuse a lot of content, however only via email sharing.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Our plans for MindTouch at this point are only for product documentation and our site is private so the areas that we expect improvement are fulfillment and the easier ability to keep our content current.
Aaron Leonard | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We find that Sales is often linking to our MindTouch content and providing it to potential customers. We utilize the MindTouch Salesforce plugin and all of our support content is hosted in MindTouch. Support attaches MindTouch articles to cases and sends it out to customers.
Alicia Tripler | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
MindTouch has improved our communication with the Training, Sales, Marketing and Customer Care teams. They now have immediate access to necessary information and providing this single source for documentation has reduced confusion and misunderstandings.
Score 8 out of 10
Vetted Review
Verified User
Review Source
All these groups access the documentation on MindTouch to better perform their jobs. All these groups consult the documentation to increase their knowledge and also refer the articles on the site to our customers. All these groups are able to easily provide feedback on the content to improve quality in real-time.
Tim Bergman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
MindTouch has enabled us to improve our training strategies dramatically. We utilize our MindTouch information as the foundation of all other functional and technical training efforts. This means that before anything can be included in a training presentation, it must first go through the process to be reviewed and approved within our MindTouch site to ensure that everyone is presenting the same "accurate" information in the same manner.
Shaun Peterson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
It has simplified our training. Customer can go to MindTouch to find out latest training curriculum and follow pointers to best practices. It servers as a great refresher if there has been months since the training and their implementing the training.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Has been a tremendous shift for Support and Training. All the content is collaborative in the sense that its part of the portal and accessible simultaneously by different users. Our professional Services and Sales team relies on the content to promote and implement services.
Nicholas Vardaro | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It has improved the onboarding time, and improved the quality of the work presented by the training team. The sales teams are much more structured and on the same page. Mindtouch has been great with marketing because of the ease of branding each page. I am not too familiar with the support function but I have received feedback that when process development had issues they were very satisfied with the help Mindtouch provides.
October 31, 2016

MindTouch is great!

Score 9 out of 10
Vetted Review
Verified User
Review Source
MindTouch allowed us to streamline some of our onboarding processes. It also allows us the ability to respond to support tickets much faster than ever before. We also use it in our communications to customers about new features or products that we have added to the software. We always make sure the articles are up to date prior to a feature release. We then use links in our marketing promotions to allow the user to learn more.