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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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Comparisons

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Reviews From Top Reviewers

View all reviews
(1-5 of 109)

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
Return on Investment
  • MindTouch helps reduce knowledge and information silos by offering a place for everyone to store their content.
  • Employees are finding what they need when they need it without having to find "the guy" who knows that stuff.
  • Customers are helping themselves and solving their own issues which allows support to work on higher priority issues.

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
Return on Investment
  • MindTouch has not been particularly good as a review tool. People in my company have objected to using it, so I have to copy and paste new articles into Google Docs, which has a better review function.
  • That said, as a one-person documentation department, MindTouch has been a reasonably good platform for me. It has all of the features I need to create a help website and in-product help. Since it's a web service, it's easy for me to stay in synch with engineering without the overhead of working inside the produce code base.
  • My biggest objection to it so far is that its export to PDF feature is not as advanced as I would like. It's labor intensive to get a nice looking PDF from MindTouch.

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
Return on Investment
  • It has increased the sharing and spread of our training articles because of the PDF export feature on each article. This allows our customer facing staff to email PDFs to customers.

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

Rating: 10 out of 10
Incentivized
October 10, 2017
TS
Travis Sousa
Director of Support, CFO
DealerTeam.com (Automotive, 1-10 employees)
Vetted Review
Verified User
MindTouch
2 years of experience
View profile
Return on Investment
  • Providing existing clients with self-help documentation is directly responsible for retaining one of our biggest customers. Because they were having trouble training employees, they considered leaving. Building our Success Site gave them the confidence of 24/7 product support. We have reduced churn over the last two years to a single client who closed the doors. Aside from a few reductions in user licenses, all existing clients are set to renew their annual subscriptions, making this the first year we will have 100% customer renewals.
  • We have reduced the time to onboard new customers by 35-40%. Touch Points and Learning Paths for role based users focus on specific content, increase the efficiency of user training, reduced frustrations, and greatly improved product adoption.
  • Help Tickets use to be extremely time consuming with scheduled webinars and basic user training. What use to be a 30 minute phone call before MindTouch is now a reply email with a link to a help article. Through Analytics we can see a constant increase in users searching out success articles and benefiting from self-help. I personally spend 50% less time on training calls and in general helping customers with basic questions.
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