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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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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 From Top Reviewers

(1-5 of 110)

MindTouch - Moving from KBs and PDFs to easy to use and customer friendly

Rating: 10 out of 10
December 04, 2017
SF
Vetted Review
Verified User
MindTouch
2 years of experience
We are using MindTouch as a central repository for support knowledge, product documentation, processes & procedures. We started within the support department and quickly expanded to include delivering product documentation as native web content (not PDF) and now we targeting field service and deliver content. Centralizing information into a single highly accessible solution allows anyone to find relevant information quickly.

Success with MindTouch?

Rating: 8 out of 10
October 17, 2017
KK
Vetted Review
Verified User
MindTouch
1 year of experience
Our training team set up MindTouch to house all our training videos and articles. The site is used by our customers as well as our internal departments such as support and sales. The articles contain detailed documentation on our product's features. We also use it for release notes and to link to Gotomeeting registration pages for our live training classes.

We recently starting using a separate LMS system so we can assign and track our customers' training during onboarding scenarios. We use an LMS for this because MindTouch can't do this.

Easy & fast content authoring platform

Rating: 8 out of 10
October 10, 2017
At Gainsight, our documentation team members are the primary authors in MindTouch, but the published docs are utilized by other internal teams as well as our customers. We use MindTouch to share product release notes, user guides and admin configuration guides, tutorials, troubleshooting tips, FAQs, as well as some short feature overview videos. Our internal teams can submit feedback on individual articles directly in MT, and the docs team receives email notifications. Our Biz Ops team is working on documentation to support new customer on-boarding, and we're planning to host that in its own category on MT. Additionally, our support team is starting to use a private category on MT to host their internal technical documentation.

Customer Success is providing the right content, every time, anywhere!

Rating: 10 out of 10
October 10, 2017
TS
Vetted Review
Verified User
MindTouch
2 years of experience
MindTouch is being used by DealerTeam to the fullest measure.

Internally - Structured content allows for new hires to read self-help articles and learn about tribal knowledge without taking valuable time away from top producers. MT has saved time and improved the efficiency behind new and existing employee training. Team building has also improved as we can now share articles around the office by copying and pasting a link. Whether it's to answer an employee question or provide an answer to a client, sharing content is fast and easy.

Externally - A web centric knowledge base with public facing URL's for each piece of content!! Are you kidding me? Nope, that's what you get with MindTouch. Don't worry, you can keep sensitive content private with Roles and Permissions. Creating public facing content structured like a website has made a huge impact for our customer support channels. Self-help content available 24/7 has successfully catered to our niche in the automotive retail industry. With high turnover and constant re-training, our clients can now direct their employees to our Customer Success site and not our phone lines. I have personally reduced my time on the phone and webinars by over 50%.

Help Tickets - When ticket deflection doesn't serve up the answer automatically, our Agents are responding faster to help tickets through the MindTouch Service Cloud integration. The Genius Link displays top rated articles and provides matches based off key words for fast content sharing. But seeing the User search history is the real hero for customer support. Our Agents can track where the customer has already view content on our MT site making each response relevant and progressive when solving the case. Even when the answer is to draft new content, our customers' questions are perpetually dictating a better success site.

The DealerTeam Community - We wanted to build a community for our customers to get real value. The idea was to use SSO and provide a single place for customers to provide Ideas, access Knowledge, Release Notes, Cases Management, and The DealerTeam Academy for LMS. MindTouch is so progressive it already had an integration for our Customer Community. Using custom code to leverage the integration, we can provide our customers a seamless experience to content in MindTouch we used to create our Learning Management System. I cannot express the time saving advantage enough. Because MindTouch is structured in a way that promotes content sharing, we were able to leverage the platform to build our LMS and control the message delivered to every customer, no matter where they choose to access the content.

Organic Search and SEO - MindTouch puts Google to work in your advantage. I had no SEO experience prior to building the success site, so don't expect me to get technical here. By following SEO best practices and using the MT content structure, our published articles started to land on page one search results. The simple fact anyone can use their browser from any device and search for DealerTeam help content is amazing.
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