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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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Recent Reviews

TrustRadius Insights

MindTouch is a versatile software that is used by various organizations for different purposes. One key use case is creating and updating …
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Our Little Corner

7 out of 10
October 18, 2017
Incentivized
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

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

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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

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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

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 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!

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

(1-2 of 2)
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Lisa Fontaine | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
MindTouch powers our online help center, which has become the most leveraged tool by internal teams and external customers for training and self-help resources. The content is created by a handful of people in our company, including our instructional designer, customer support leads, and me. MindTouch has made our online help center an invaluable addition to our company's assets. It is not only used by customers, but also internally by everyone from the executive team down.
  • Logical hierarchy for content structure makes organizing an abundance of information easy.
  • The ability to use tags and even manually set specific content to display at the top of search results makes it easy for users to find exactly what they are looking for.
  • Updating information in draft form is helpful when new software releases are pending. In addition, the revision history feature has been helpful for us when we've needed to access previous versions of an article.
  • Some other features we value are the ability to set articles to private, being able to easily move content around in the site, and the content re-use option that automatically updates information in areas where the article has been duplicated when the original has changed.
  • I think our only issue with MindTouch was that it was not explained up front that we would need a developer to add any customization to our site in the way of branding, graphics, formatting, fonts, etc.
MindTouch is the perfect solution for companies who have hardware or software and need to offer online self-help resources and training for customers. Based on my personal experience, I would say that the company should also have a UX/UI person and in-house developers, or have the resources to hire a developer and designer to customize their site.
  • Positive: We have reduced the number of calls to our customer support team.
  • Positive: We now have a single source for online training and self-help resources where new users to our software can get educated on how to use the system.
  • Positive: We are able to easily update instructions in help articles to keep information current.
Although a good product, WordPress lacks a lot of the features that make MindTouch the best solution for online self-help. We were looking for a system that was easy to build and manage but also one that knocked it out of the park when it came to an effective and positive user experience. MindTouch did this for us.
100
The system is used by everyone from executives to employees in training, marketing, sales, onboarding, customer support, and product development.
5
The main support of the system comes from the training department, but we also have contributers in customer support.
  • New customers who need training and product use instructions.
  • Existing customers seeking self-help on our products.
  • Internal teams who need instructions on using product features.
  • Publish product release notes.
  • Promote new product features and releases.
  • Used in the customer journey from initial sale through onboarding process to ongoing support.
  • Community forum for our customers to ask questions and find answers from other users.
Overall, we are extremely happy with the product and customer support. Beyond that, we've invested a lot of time and money into our site, and to move to a different platform wouldn't make sense for us.
Yes
We had a home-grown help center that was cumbersome to post to, impossible to find information on, and a labyrinth for customers to use.
  • Product Features
  • Product Usability
  • Positive Sales Experience with the Vendor
We had an enormous amount of material that we needed to transfer over to a system that had a logical structure and was easy to use. In the sales process, we were impressed by the functionality and features of the system.
We would have a front-end developer present to go over the large and small needs of developing a website. We had expected to have two non-technical people put our "custom" site together with full branding, customer support tickets, online chat, etc., which was not reasonable.
  • Implemented in-house
No
Change management was a minor issue with the implementation
Because there were so many moving parts to our MindTouch site, we had to do some internal training for how to access information. We also had a hard start date for everything, because we had our online support tickets and chat connected to MindTouch and needed to do a single switch from the old system to the new.
  • Broken redirect links from the old system to the new due to one of our products not being able to run on the operating system of MindTouch.
  • Most of the implementation issues that I can recall were on our end and had nothing to do with MindTouch.
Just know that there is so much more involved than adding your content. There are so many pieces to launching your site -- especially if you are moving from another platform. If you are not a person who typically works in the "website" realm, do your homework, ask your web people, engineers, etc., because there's a lot to do that you won't know about until you are unexpectedly smacked in the face with it. Learn from my mistakes! We are very happy now, but it was a long road getting to launch day for us.
No
Our contract does not permit us to call into support. We can email questions and then wait for a rep to call us back.
I think the support overall is good. They are quick to respond to requests and very interested in helping. We have, however, had issues come up that they have not been able to help us fix -- even at a tier 2 level. Thank goodness we had a developer on contract who was able to fix what we needed.
Yes
I don't even remember exactly what it was, but I do remember reporting it all the way to the CEO. We found a work-around for the issue, so I honestly don't know if they ever fixed it.
We had a bit of a slow start using the system due to the immense amount of content that needed to be weeded out and structured for the MindTouch platform. By the time we were ready to start adding content, we had forgotten what was taught in the trainings and we had so many questions. At that point, our onboarding coach invited us to the MindTouch office for a day of personal training with some of the experts. They re-taught us how to use the system and even helped us get started on our own site by plugging in some content based on the IA we had designed.
  • The content hierarchy feature is amazing.
  • Easy to add images and make them look good.
  • We especially like being able to move content around while maintaining a URL history that automatically redirects.
  • Adding custom graphics.
  • Adding custom functions or UX.
  • Adding customization of fonts, style, etc.
I think for the most part, the system is easy to use. BUT, if you want any customization, you need a developer. Period.
February 04, 2016

MindTouch'd

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Our company uses MindTouch as our knowledge base provider for our customers and employees. We use MindTouch to deliver resources from technical publications, videos, training, and more. I personally was involved with the initial implementation and only handle user account setup right now. Our technical writers and training team are responsible for the contact and distribution of that content to our customers and employees. This allows our company to deliver in a timely fashion.
  • Article Management and Review
  • Search
  • Technical Support
MindTouch integration into Salesforce is very challenging. I would be nice to see MindTouch become a native application within Salesforce.
  • Not my area of expertise
  • Absorb
Article creation allows for revision control and single sourcing image files which is great. Also the search capability far exceeds what Absorb has to offer.
260
Healthcare
5
System Administration, Technical Writers, and Training
  • Knowledge Delivery
  • Training Delivery
  • Reporting
The ability to integrate fully into Salesforce.
Yes
Absorb LMS
  • Product Features
  • Product Usability
  • Implemented in-house
Yes
Change management was minimal
MindTouch's implementation team was awesome!
Yes
The support team is outstanding.
No
All the time.
  • Search
  • Integration with Salesforce
  • Single Sign On
  • Video Integration - Types allowed
Salesforce integration and Single Sign On setup.
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