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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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 109)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Seth Faber | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Kevin Landry | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Nina Wishbow | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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

Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 5 out of 10
Vetted Review
Verified User
Review Source
  • 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 10, 2017

Title Here

Score 5 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Travis Sousa | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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

Paul Schwartz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.