MindTouch

MindTouch

Score 7.0 out of 10
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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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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Awards

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Pricing

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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 Demos

MindTouch Customer Story – Customer Success Self-Service
03:22
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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

MindTouch Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesAll
Supported LanguagesAll

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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Comparisons

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Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Al Pahl | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
MindTouch allows our clients to seek information on, and updates of, our school-related software.
  • MindTouch makes it easy to have templates and self-help instructions so that a variety of teammates can contribute without a ton of learning curve.
  • The MindTouch search engine makes it easy for our clients to find what they need.
  • MindTouch created an easy ability to add and control users. And we found the page-level security meets our needs.
  • MindTouch's flexibility means you can get the organization and look you want, without needing a degree in html.
  • MindTouch support people genuinely care about my success, are easy to get to, respond in a reasonable time period and are both knowledgeable and down-to-earth.
  • MindTouch (MT) bought the text editor from someone else. It lacks precision, flexibility and features. Word can do many things the MT editor cannot. Photos can be hard to place and run text around them without awkward spacing. The tool to place text near photos needs improvement from its present level of zero. Photos cannot be cropped. Placing a photo in the middle of a numbered list will require a big time investment. The text frequently loses "normal" and needs to be re-defined. Pasting text into an article never is formatted correctly the first time. It would be nice to be able to do text boxes, like Publisher allows. Presently, all copy runs the full width of the only text box you get.
  • MindTouch's support people often like the enhancements I suggest but getting them into the product -- if it happens at all -- takes too long. MindTouch does many admirable big-picture things but needs to pay more attention to enhancement suggestions and improving its text editor.
  • When you are in any of the control panels or behind-the-scenes control areas, why do you have to close that page -- actually close out of MindTouch and then go back in, to get back into the text editor?
  • The "views" counter on each page is very difficult to reset. You have to export the page, delete it and then import it back in. This would be less necessary if we, as clients, could control when the counter starts. Currently, it starts when the page starts, so every time you access the page as you construct it counts as a view -- actually, in our install, it seems to count as TWO views. That's like having your traffic counter on your highway count all of the construction traffic before the road was opened to the public.
MindTouch is well suited for both small and large staffs. But if complex, artsy pages are your goal, you better have programmers on your staff.
MindTouch was purchased by our management team. I had no knowledge of the selection process until the decision was made and my training began. I'll say this: MindTouch is easy to learn to use.
11
Support, Client Services, Documentation
3
Detail-oriented people. Need people with a little writing flair. Need people who can communicate directly and concisely. Some page layout experience is a plus.
  • Getting software updates to clients.
  • Allowing clients to get help, by themselves, on our software products.
  • Providing a platform where we can easily get videos to people who want them.
  • Our deployment time is too short to have found any yet.
  • Using the API and some programming to integrate it with our system that manages Service tickets.
  • I would hope to get our sales staff more involved so that they can use it during presentations and as a way to create a library of info for potential clients.
MindTouch's ability to meet our needs.
No
Regular support serves us well.
Love MindTouch and its employees. On the other hand, the last time I commented to trustradius, they dogged me with emails and notifications for what seemed like weeks. Strongly dislike trustradius.
I wanted our landing pages to look a certain way and display info in a certain way. They helped us develop one series of css/dekiscript/jem which meets our needs and we can duplicate that set for every page we need it on.
  • Templates
  • Managing Users
  • Changing headline definition changes it in the whole shootin' match
  • Linking people from one page to another.
  • Copying and moving pages.
  • Linking people to off-site URLs
  • placing videos
  • creating copy in an article which is only for teammates to view
  • Cropping photos (can't do it).
  • Placing text consistently and elegantly next to photos.
  • Getting text to STAY in normal style without losing some of the elements thereof.
  • You always have to format text after you paste it in.
  • Placing our software updates in MindTouch and having clients download from there is slow. We now put them on our .ftp site and link to them from MindTouch. Works great!
Yes
unknown
Go back and read my answers in difficult/cumbersome and some of the comments I made in the free-form areas early in this session.
Score 7 out of 10
Vetted Review
Verified User
Mindtouch is the documentation authoring tool that is used for both Internal and Customer requirements. We use our doc portal for all our documentation needs. Our portal serves as the one stop shop to search across content, and provides the content visibility to our internal teams across different products.

The writers and the engineering are responsible for providing content relative to content type. The documentation team is responsible for distribution and administering audiences with permissions. Our content is consumed by the Customer audiences, Support, Training, and Product Dev.

Mindtouch helps resolve issues we have had in the past of using one portal to access all content across our products where you can use the Search feature as opposed to using Search across Guides/PDFs
  • Content Reuse: This is a great feature, allows the doc team to use single sourcing as opposed to our previous solution
  • Linking Content: Excellent feature, reduces time and improveds usability for our customers
  • GUI Interface: Ease of use
  • Revision History
  • Creating PDFs of more that 50 topics /pages. Ease of use of PDFs. This is an important ask that allows us to continue/discontinue with the tool
  • Applying Templates to a topic that we are editing.
  • Would like to see some flavor of collaborative Review Tools
  • Content Reuse: Wish we had an exception rule
  • Linking Content: UI is so cluttered especially when the links all have similar titles. It just seems like a very busy list of choices to select from which does not allow you to view the end of the link (string)
N/A
  • Reduction in Print
  • Availability of Content on the Go
  • Faster Search: Reduced time on searching through multiple guides
We have migrated our content from the Framemaker Books to Mindtouch proving to be a big shift. We have also been using Confluence and Zendesk for different products
One of many reasons is that most of what was a feature in MT has been a plug in in Confluence.
Product Development
Training & Education
Professional Services
Support
Pls rephrase this question, unclear
  • Implemented in-house
  • We inherited the tool and was part of the team, but not involved in Implementation
NA
Yes
The Support Team has always been responsive and provide the necessary granularity, the ease of their explanation and their ability to view and share the screens to understand the issue is a huge plus. Very appreciated .
The support folks I have worked with have always resolved our issues and quick to respond and never make you feel that our questions are beyond help.


Excellent service from this team, no matter who I speak with
Very easy to communicate and they are honest if I ask a question that stumbles them, they go for the help and get me Quick Resolution.
Please look at our support tickets. Most recently I got some help in rendering teh PDF correctly, was a complex issue, but Support did a great job in working it out and providing the necessary help.
  • Creating Content, using the GUI interface
  • Content Reuse
  • Linking content
  • Attaching Images
  • Creating a PDF
  • Troubleshooting source of a page
  • Reviewing content for collaborative use - i think this doesn't exist
Yes, but I don't use it
My left nav bar keeps closing in on my content when in View mode. My tables are skewed and could be improved. Auto-Fit of columns can be improved...
Chad Kipper | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
The MindTouch application is currently integrated with our CRM system to provide knowledge search, linking, and creating in the workflow for support agents. Additionally MindTouch is part of our customer service request creation workflow, presenting customers relevant knowledge articles for their inquiry. Articles are drafted and published by support agents on the solve side. Product mangers are able to include the product documentation part of the evolve loop. Future plans are for manuals to coexist in a single repository for internal and external audiences. The collaborative structure of the application enables the different teams a work space while also providing a hierarchy layout and security to either audiences or document types.
  • Simple straight forward content editor. Once articles are published content is indexed very fast.
  • The options for content layout enables for quick publishing while also allowing for customization appearance if desired.
  • The reporting features of MT are limited. The application does not provide for granular level of reporting for authors activity in one central location.
  • The reporting suite does not show who is looking at content - internal or external users.
  • The application does not provide a simple easy to use break down on the number and type of categories/guides/articles.
MindTouch excels in content creation, systems integration, and user/groups administration. Enabling collaborative publishing of content for internal only or external content. The systems' ability to maintain revision history of documents is exceptional. The application does not provide for the end user to easily backup the entire collection of categories/guides/ articles.
  • Too soon in our deployment.
Content is able to be authored, published, and found; with little training to authors the application is a success.
Yes
Our business is 24/7 and requires 24/7 support.
Quick response to tickets logged on their portal. Support takes their time and uses industry tools for screen sharing for detailed walk through on simple to complex issues. Their customer success center provides a good starting point for advanced customization options of the application.
Yes
We have logged multiple enhancement requests that are specific to our business operations. A few of those are now available in the application. Others are on our 'wish list' and may or may not happen.
MindTouch did provide us a one time support on the weekend for our systems integration launch. They came through in a very short time to address a gap that was discovered at the time of launch. The resolution was provided in time so as not to affect the launch.
  • Content authoring. Customization of PDF templates. Content hierarchy structure.
  • CSS styling of the site.
  • Individual user activity reporitng.
  • Specific page activity. Users types (internal or external) accessing the specific page.
Yes
The mobile (or smaller screen format/ non desktop) scales very well.
The interface is a simple click and point navigation and has a great search feature.
Micah Jones | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use MindTouch to create and distribute information and support to our customers and our employees. Our training department and myself primarily create content. Our marketing department, training and support departments all help with distribution. Support and training are the business issues that MindTouch addresses.
  • Their support is very good. They are knowledgeable and helpful.
  • The layout and look of the site is nice but the power of its customization is amazing.
  • The intuitive nature of the product is also a strong point.
  • Improvements in user management. For example, default group membership for new users would be very useful. Also being able to do more to users in a grid view would be nice.
  • While customizations are possible and the sky seems to be the limit, I feel some things should be easier to customize via options rather than needing to code. For example, it would be nice if I could just turn off the menu strip in F1 windows.
  • More analytics are reporting would be good, especially on the content management side.
For an open help resource I think it can't be beat. It's a bit weaker when having to keep your resources protected.
  • We're still a little early into it to judge these things.
  • ScreenSteps
Mindtouch has tighter Salesforce integration than ScreenSteps.
34
Training, Support, Development, Sales, Corporate, HR, Accounting
4
The most important would be a strong IT background. Secondarily, a CSS and HTML developer.
  • Support
  • Training
  • Product Documentation
  • Service Documentation
  • Hosting our video library (in Conjunction with Wistia).
  • Perhaps a stronger on-boarding process.
I expect to stay on it unless service degrades or business reasons force us to move on.
  • Document editing
  • Image loading
  • Embedding Wistia videos is a bit awkward for non techies.
  • Customization is easy IF you are a web developer.
Yes, but I don't use it
Seems nice but I don't use it.
It takes some learning. Once you've learned it it's easy to use.
Aaron Hathaway | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
I found MindTouch (then DekiWiki) during a search for a usable wiki for internal documentation (we were one of their early customers). It served ably in that capacity for many years, and it continues to be a world-class knowledge management system, even as the product has matured and grown more specialized.

MindTouch made the decision several years ago to focus on customer-facing support, which doesn't really apply to our internal-only use case. The downside of this change is that my users see more administrative cruft than I'd prefer. Not a huge deal, but worth considering if your use will be solely internal (MindTouch is arguably overkill for strictly internal use).
  • Clean, usable UI that the vast majority of users use without training.
  • Actively developed and very well supported.
  • More integrations than you can shake a stick at.
  • Better internal-only usage options. A user type between "community" and "pro" that can optionally contribute but which sees more of a customer's view of the content.
  • Not to single out MindTouch on this point, but portability of content is a huge issue (i.e., what if you want to move your content to a different application?). It doesn't appear that anyone has really cracked this nut yet, but I wish someone would.
  • MindTouch's official recommendation is that no sensitive/private content should be added to a MindTouch instance. While I appreciate the honesty, I do wish there were way to securely include sensitive content (page-level encryption). I recognize the complexity of the request, but it's so needed.
As stated before, MindTouch isn't an ideal platform for strictly internal knowledge management--but that's not their target market. They're interested in making customer support sites more usable, dynamic, and helpful. In that arena, I don't think MindTouch has been bested by their competitors.
  • Doesn't really apply to our use case, but I have long enjoyed redirecting users' questions to MindTouch: "Say...how do I [something that has been asked many times before].." "Have you checked the wiki?" "Oh yeah. No. I'll do that."
I haven't actively compared MindTouch to its rivals in many years, but compared to other wiki-like options, MindTouch was years ahead.
  • Intuitive UI makes edits and changes trivial.
  • DekiScript is the key to extending MindTouch, and it becomes easy to perform complex tasks with very little code.
  • The still new-to-me structure takes some getting used to, but once you understand it, it makes the content much easier to organize and access.
  • Exporting (but all/most knowledge management systems suffer from this).
Yes, but I don't use it
I appreciate how much energy MindTouch has poured into UX; it shows.
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