MindTouch

MindTouch

About TrustRadius Scoring
Score 7.8 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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Awards

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Reviewer Pros & Cons

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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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Alternatives 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.

What is Cisco Webex Experience Management?

Cisco Webex Experience Management (formerly CloudCherry) is a real-time, omni-channel Customer Experience Analytics and Sentiment Mapping product that helps customer-facing brands track, measure and improve customer delight. The software is described by the vendor as a customizable, easy-to-use SaaS…

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

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 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

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) and the Computer Software industry.

Comparisons

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Reviews

(1-25 of 25)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
Yes
Originally, we were using UserVoice's KB/CMS tool. But, it was essentially an FAQ database where you could only categorize KB articles by a single tag/category. That tool would have sufficed if we had less than 100 KB articles. Today, we have over 2k KB articles with multiple layers and subdirectories that allow us to create a more exhaustive and browse-friendly collection of tutorials, FAQs, reference guides, release notes, and more.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Yes
Wordpress - Mindtouch had conditional branding and power permissions based structure that allowed us to move away from this platform.
Drupal - This content management system didn't have all of the nice features that Mindtouch provided.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Yes
Replaced PHPKB, which provided only limited options for document formatting and knowledge base structuring. PHPKB was selected before I joined the organization, so I'm not sure why it was chosen, but the team decided it was no longer a viable option. We selected MindTouch after reviewing and testing several CMS products.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Yes
We were using Framemaker and Robohelp.

They are outdated technologies. They were not implemented to optimize single-sourcing.
These tools didn't easily facilitate collaboration. For new writers, training and getting ramped up on these tools was time-consuming. Re-implementing and refactoring using these tools was considered. In the end, we didn't believe these tools were positioned for the future or help improve our efficiency and ultimately - quality.
September 29, 2017

Using MindTouch

Patty Ewy | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Yes
In the past we had an LMS. (I do not know which one.) It worked well for the content of the training team, but very poorly for the content from the doc team. This change has helped us immensely (though our training team still mourns its loss).
Score 9 out of 10
Vetted Review
Verified User
Review Source
Yes
Salesforce Knowledge. This is a basic knowledge base/content authoring system that does not offer robust editing features and requires excessive customization to be marginally useful for the amount of content we have.