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 MadCap Software?

MadCap Software, headquartered in La Jolla, offers MadCap Flare, a help authoring and technical writing tool featuring onboarding and support from MadCap, and a set of modules for designing advanced guides, aids, and web or application help aids.

N/A
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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 29)
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Vlad Todor | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User
Review Source
The product is easy to learn and easy to use. Anyone in the organization could easy contribute to the site, writing and editing on day one. There are no advanced users--there just aren't many tools to leverage.
Score 7 out of 10
Vetted Review
Verified User
Review Source
It was easy to learn, easy to get started with and easy to use, even just periodically, without needing to re-learn. Once you have some common templates it is very simple to author content.
October 17, 2017

Success with MindTouch?

Kristen Kiley | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
The site is responsive across multiple devices and screens. It has a clear path to contact support. The articles are searchable. Site users do have trouble navigating the site and finding what they need. That may be due to the architecture of the site, but it'd be nice if MindTouch offered more solutions are this. Our content is organized by product line. And many of those product lines have overlapping training content, so we have extensive duplicate content.
Score 7 out of 10
Vetted Review
Verified User
Review Source
It's good with basic functionality and we author much more efficiently than in the past. It would be great if the Dekiscript and CSS components I frequently use were easier to find. I usually have to hunt them down from other topics and copy and paste.

One thing that really bugs me is the fact that MindTouch has two pages called "Dashboard". But in the top-level menu, one of the options is called "Control Panel" and the other is called "Dashboard". And both pages have different styling. One appears to be "legacy". I wish the MindTouch product managers paid more attention to detail in the user experience. It makes a huge difference, and poor or inconsistent UX erodes trust.
October 10, 2017

Title Here

Score 5 out of 10
Vetted Review
Verified User
Review Source
Functional, but only use it because I must. It reminds me of apps from the 90s and web apps from early 00s.
Score 8 out of 10
Vetted Review
Verified User
Review Source
MindTouch has many formatting options but some procedures (like editing a template) are not easy to figure out. We needed to create several custom templates for our content and found the MindTouch user documentation on this process somewhat contradictory and incomplete.
Score 7 out of 10
Vetted Review
Verified User
Review Source
It takes dedicated training to understand the structure and the best way to organize content.It isn't as intuitive as we had hoped from an authoring standpoint. We have gotten a lot of feedback from our users that says they have a hard time navigating the help site.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Authoring and the editor is easy and intuitive.

Administrative and advance usage requires a solid foundation on how Mindtouch works and is structure. Like any content management system - there are nuances that you need to be aware and perhaps learn over time.
September 29, 2017

Survey

Score 8 out of 10
Vetted Review
Verified User
Review Source
Although, adding an article is pretty simple, there are some kinks that we still need to iron out or just get used to. There was an update on the site that we were not aware of so now we have to re-add all our videos. Other than that, it's pretty easy to use.
September 29, 2017

Using MindTouch

Patty Ewy | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Mostly it's the image management issues that I noted earlier. Our doc has so many images that we end up spending a lot of time trying to work within the 100-images-on-a-page limit.