TrustRadius Insights
MindTouch is a versatile software that is used by various organizations for different purposes. One key use case is creating and updating …
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.
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Pricing
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
Would you like us to let the vendor know that you want pricing?
4 people also want pricing
Alternatives Pricing
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
What is Gainsight CS?
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…
Product Details
- About
- Integrations
- Tech Details
- Downloadables
- FAQs
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 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
- Google+
- Contextual Help
- SAP Cloud for Customer
- eCommerce
MindTouch Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | All |
| Supported Languages | All |
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).
Comparisons
Compare with
Reviews and Ratings
(180)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
MindTouch is a versatile software that is used by various organizations for different purposes. One key use case is creating and updating knowledgebases for customers, allowing them to access the latest documentation via the web. This feature has been particularly beneficial for Cisco Infinite Video customers, who can easily find relevant information and troubleshoot issues without needing to contact customer support.
Another major use case of MindTouch is increasing the number of contributors within an organization and ensuring governance and oversight as the number of contributors grows. By using MindTouch, companies can involve both internal teams and customers in content creation, leading to a collaborative approach that enhances the accuracy and breadth of knowledgebase articles.
MindTouch is also widely employed as a solution for dynamically changing content as products mature and to stay ahead of industry changes. Its flexibility allows companies to adapt their documentation quickly, ensuring that customers have access to up-to-date information.
Additionally, MindTouch serves as an online help center where users can find dedicated and searchable documentation for software products. It is utilized by multiple departments in an organization to publish customer-facing and internal documentation, helping to update and maintain content efficiently.
Overall, MindTouch provides solutions for creating comprehensive knowledge bases, improving collaboration among teams, facilitating content updates, and enhancing customer self-service capabilities. Its versatility makes it valuable across industries, from technology companies seeking to support their products effectively to educational institutions aiming to provide a collaborative learning environment.
Users have provided valuable recommendations for using MindTouch. These recommendations include:
- Comparing MindTouch to other content/documentation provider software to understand its benefits.
- Prioritizing the creation of a clear content hierarchy before implementing MindTouch.
- Seeking help from MindTouch for migration and utilizing the available documentation.
Additionally, businesses should consider having a well-organized knowledge base, being prepared for customization requirements, and having a small team focused on regularly adding content. Flexibility in requirements and CSS/HTML knowledge can enhance the implementation process. Finally, having the Premium Support package can be helpful for the initial setup and launch of the site.
Following these recommendations can help businesses effectively reduce redundancy and optimize their use of MindTouch for content management and documentation purposes.
Attribute Ratings
Reviews
(1-25 of 109)Companies can't remove reviews or game the system. Here's why
February 22, 2018
SEO-friendly CMS for creating robust Support/KB websites
- We've been able to leverage our support site (support.procore.com) to more efficiently onboard new clients by providing role-based learning paths, interactive workflow diagrams, and task-based tutorials. It's also our primary, single-source of truth for all things Procore for both our internal Customer Success and Support teams as well as our end users.
- Using our web-based ticket deflection form, we prevent roughly 100 support tickets from being created every month. Countless others are deflected on a daily basis although it's difficult to track.
- As a result of having SEO optimized content, our Support site (support.procore.com) had over 30 Google Featured Snippets, which is a step above being the #1 organic search result. Our content is featured as the #1 search result for many more common keywords and phrases in the construction industry.
- 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.
November 02, 2017
Impressions of a long-time MindToucher
- Time to publication can be very quick, provided there are not multiple changes in flight at the same time for the same page.
- We have seen a tremendous increase in customer traffic and SEO.
- MindTouch allows us to custom-brand the look and feel of our site to match our company's marketing and branding. This instills trust in our content.
- The relative simplicity of the platform enabled us to hire the best people and best writers we could find, without worrying so much about specific past expertise in a complicated publishing platform.
November 01, 2017
Mindtouch, simplification is key to adoption in any KCS product.
- 6566 articles used to solve 13,353 technical support calls.
- Article usage has passed the amount of articles written in our technical support area. This is a good indication that article creation is paying off in our technical support area.
October 31, 2017
MindTouch - A content management system that really is Mindful
- Increased ease of collaboration
- Decreased time to publication
- Increased user adoption
October 26, 2017
Easy to use, limited features.
- Our documentation is more easily searchable than before, and analytics indicates greater reach to our content.
- All users have up-to-date documentation instantly. This has been very helpful given the speed of our software development.
October 24, 2017
Good tool for rather small KBs which requers many features.
- Having all content type in one place is a huge improvement. The one-stop shop promise is fulfilled.
- Having the Knowledge Base on a SaaS platform is good.
October 23, 2017
MindTouch - An exiting new addition to our team!
- We don't have this data yet as we just launched.
- The time our team spends creating documentation has decreased greatly with MindTouch.
- The ease of use has allowed us to publish more documentation to ensure every aspect of our software is covered.
- The documentation has allowed us to provide our customers with answers to their frequently asked questions which in turn has cut down on customer service hours.
October 20, 2017
MindTouch- easy to learn, easy to use
- We have difficulty in measuring this. It would be helpful to have tools that provide better analytics to get at ROI, improvements in collaboration, etc. Need metrics.
October 20, 2017
Good for a one-person documentation/knowledge base shop
- 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.
October 18, 2017
Our Little Corner
- Prior to adopting MindTouch for our needs, we had no single point of reference for employees to publish or go to for information outside the departments. As an example, if you had wanted some documents from HR you would have to contact HR personnel. If you had wanted to request hardware from I.T., you had to get forms from I.T.
October 17, 2017
Success with MindTouch?
- 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.
- Lots more eyes on our content---colleagues, customers, and prospects. That's a big win for our team.
- It's easier to use and publish on than our previous tool.
- The integrated feedback made it simpler to generate tickets for the doc team. With the automailing feature, we were able to create an integration with our JIRA instance to get user feedback.
- Working with translation team has been difficult; features are being built out but are not mature. The process was anything but smooth, and has resulted in lack of help centers for some regions.
October 11, 2017
MindTouch Review
- Increased website traffic.
October 10, 2017
Easy & fast content authoring platform
- Increased organic search traffic
- Increased frequency and ability to update existing docs
- Increased customers' ability to self-serve
October 10, 2017
Title Here
- The number of content contributors has not increased as much as we'd like. This is partially a cultural issue, but also the tool is not something easy to use. Many people use Google Docs or some other simple text editor and maybe better integration or usability more like those tools would help.
- 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.
October 09, 2017
Useful Product, with Some Limitations
- Increased ease of collaboration by enabling multiple authors and editors to access a document.
- Decreased time to publication by integrating document creation, editing, and publication workflow.
- Provided more options for organizing diverse content in a knowledge base.
October 09, 2017
Easily the best
- One positive impact that MindTouch has had is the reduced time to train new support team members. This reduction in training time can be attributed to the organized and accessible storage of our knowledge articles.
- Another aspect that was positive, even with the extra effort, was the work to better understand our existing documentation. The necessity of having an understanding of the data facilitated the load of MindTouch and had the benefit of giving the business a chance to examine content.
October 08, 2017
MindTouch based Knowledge Center
- Too early to determine
- Assists with training by offering training material storage.
- Increases accuracy of our call center, since they can communicate information more quickly and accurately.
October 02, 2017
Great potential but room for improvement
- Decreased client confidence in our help site due to site navigation
- Decreased content contributors within our organization due to level of expertise required to add content correctly
- Increased site loading speed and reliability from previous site hosting
October 02, 2017
Catch a Ride to Self-Service Knowledge
- Our operational efficiently has improved significantly. Prior to Mindtouch, we managing duplicate content in two separate authoring solutions. Delivering content predictably and consistently was difficult and stressful for writers. In Mindtouch, we were able to optimize our content (remove redundancies) giving us more time to test, review, and improve content quality.
- Traffic to our knowledge center is increasing monthly.
- Internally, SMEs and customer-facing teams are recognizing the value Mindtouch brings through self-service knowledge. These SMEs want to contribute more to content, either as contributing writers or collaborators with tech writers.