Skip to main content
TrustRadius: an HG Insights Company
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.

Read more

Learn from top reviewers

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

Rating: 10 out of 10
December 4, 2017
IncentivizedVetted ReviewVerified User
We are using MindTouch as a central repository for support knowledge, product documentation, processes & procedures. We started within the support department and quickly expan...
Continue reading
Seth Faber
Paraprofessional - Customer Service
Global Services eServices Manager
Hitachi Data Systems
MindTouch2 years of experience

Good for a one-person documentation/knowledge base shop

Rating: 7 out of 10
October 20, 2017
IncentivizedVetted ReviewVerified User
We use MindTouch for our help website and context-sensitive help in our product user interface.
Continue reading
Nina Wishbow
Professional - Customer Service
Principal Technical Writer
Skyport Systems
MindTouch1 year of experience

Success with MindTouch?

Rating: 8 out of 10
October 17, 2017
IncentivizedVetted ReviewVerified User
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 sal...
Continue reading
Kristen Kiley
Employee - Other
Instructional Designer
Kareo
MindTouch1 year of experience

Easy & fast content authoring platform

Rating: 8 out of 10
October 10, 2017
IncentivizedVetted ReviewVerified User
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...
Continue reading
Lila Krutel Meyer
Manager - Product Management
Sr. Education Manager
Gainsight

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

Rating: 10 out of 10
October 10, 2017
IncentivizedVetted ReviewVerified User
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...
Continue reading
Travis Sousa
Executive - Finance and Accounting
Director of Support, CFO
DealerTeam.com
MindTouch2 years of experience
Log in with LinkedIn to see content from your network
Return to navigation

Pricing

View all pricing
MindTouch

MindTouch

N/A
Unavailable

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?

4 people also want pricing

Alternatives Pricing

Zoho CRM Plus

Zoho CRM Plus

$59
per month per user
What is Zoho CRM Plus?

Zoho Corporation offers Zoho CRM Plus, a customer experience management platform that features a virtual AI assistant, process automation and business rules engine, and customer behavior analytics.

Genesys Cloud CX

Genesys Cloud CX

$75
per month (billed annually) per user
What is Genesys Cloud CX?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Return to navigation

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

MindTouch Downloadables

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).
Return to navigation

Comparisons

View all alternatives

Compare with

Salesforce Service Cloud

Salesforce Service Cloud

Compare
Zoho CRM Plus

Zoho CRM Plus

Compare
Medallia

Medallia

Compare
Cisco Webex Experience Management (discontinued)

Cisco Webex Experience Management (discontinued)

Compare
PG Forsta HX Platform

PG Forsta HX Platform

Compare
Quadient Inspire

Quadient Inspire

Compare
Zendesk Guide

Zendesk Guide

Compare
REDCap

REDCap

Compare
Narvar

Narvar

Compare
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 110)

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

Rating: 10 out of 10
Incentivized
December 04, 2017
SF
Seth Faber
Global Services eServices Manager
Hitachi Data Systems (Information Technology and Services, 5001-10,000 employees)
Vetted Review
Verified User
MindTouch
2 years of experience
View profile
Pros
  • Authoring content is simple and not overly burdensome
  • APIs and connectors allow integration into CRM systems and anything else we can imagine
  • Flexibility which allows us to replace a knowledge base, wiki, PDF manuals and various team sites, Creating a single tool that delivers the right content to the right audience, all in one place.
Cons
  • Reporting for large amount of contributors is difficult as each has to be search separately
  • Advanced enterprise type of features like synonyms, full page content reuse (not just sections), use case to article linking data in search result prioritization as content reuse is not accounted for but page views are
  • MindTouch only searches content within MindTouch so our support website has 2 search boxes that act differently. One performs federated search across the entire website including MindTouch and the other only searches MindTouch. It is difficult to present both options on MindTouch pages but users need to also find content that is not in MindTouch.

Good for a one-person documentation/knowledge base shop

Rating: 7 out of 10
Incentivized
October 20, 2017
NW
Nina Wishbow
Principal Technical Writer
Skyport Systems (Computer Software, 51-200 employees)
Vetted Review
Verified User
MindTouch
1 year of experience
View profile
Pros
  • The MindTouch service has been more reliable than other, similar products I've used.
  • It also is easy to customize the appearance and layout of pages once you're familiar with how the product is structured.
  • It allows embedding of videos, which we don't do very much of at present but would like to do more of.
Cons
  • Surprisingly for a content delivery company, I found the documentation to be very sparse, so at first it was learning by trial and error.
  • The product is also not very flexible at the highest level. You have to fit your topic structure into their framework, which can be somewhat limiting.

Success with MindTouch?

Rating: 8 out of 10
Incentivized
October 17, 2017
KK
Kristen Kiley
Instructional Designer
Kareo (Computer Software, 501-1000 employees)
Vetted Review
Verified User
MindTouch
1 year of experience
View profile
Pros
  • Good privacy settings for each page. I can set a new article to semi-private until it's approved to go live. And I can send a link to that page out for review.
  • Good tracking on each page history.
  • Ability to view and restore previous page versions.
  • I like the category search bars that only search the current category.
Cons
  • When they release product updates each Thursday, sometimes those break areas of our site. Either it interacts with and breaks our custom branding or it breaks the layout and responsiveness of existing pages. So far MindTouch has not been able to find a solution to any of my tickets on these issues. So that puts the problem back on us to go through all of our 3,000+ pages and apply a fix, or to rebrand certain areas like our customized search page which broke and was reverted back to default.
  • The reports could be more helpful. I'd like to filter these reports further before I export.
  • the search feature isn't strong enough. Doesn't always pull up the best results, and it's difficult to sort through the results and know what is what. Is it a video? An article?

Easy & fast content authoring platform

Rating: 8 out of 10
Incentivized
October 10, 2017
Pros
  • Authoring and editing articles is quick and easy.
  • Mindtouch has a really responsive and helpful support team.
  • You can customize the structure of your documentation on MT.
  • You can easily re-use content from one article in another, as well as pull in multiple articles to a path or sequence of documentation.
Cons
  • You can't easily manage the sequence of articles in a sub-category or guide.
  • If you are migrating documentation from another platform to MT, you may encounter a rocky road and lots of manual QA.
  • There's no real draft management functionality available. If you want to offer article feedback to someone, all you can do is enter text in a single comment box at the end of the article. As a result, we still use Google Docs for drafting and sharing articles for review, and then when they're finalized, we publish them on MT.
  • Some of their backend tools for reviewing broken hyperlinks, or locating unpublished articles, as well as their OOTB reporting options need improvement. They feel somewhat buried in the backend and inflexible; for example, you can't export a long list of records for easier review.

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

Rating: 10 out of 10
Incentivized
October 10, 2017
TS
Travis Sousa
Director of Support, CFO
DealerTeam.com (Automotive, 1-10 employees)
Vetted Review
Verified User
MindTouch
2 years of experience
View profile
Pros
  • MindTouch has build a relevant platform to create and host public facing help content. It is easy to use yet robust enough to get highly technical with API's and seamless integrations.
  • MindTouch continues to revolutionize customer success. In the two years I have subscribed to their services, they continue to release new and useful features, educate and inspire the industry, drive innovation, and build strategic partnerships for long-term success.
  • MindTouch provides amazing customer and technical support. On top of a stellar product, they go out of there way to offer the best customer experience.
  • The Company Culture at MindTouch is impressive. Upon several visits to headquarters in downtown San Diego I have had the pleasure to become aquatinted with many of the employees. The company is comprised of stand-out talent and exceptional people working for the common goal of customer success
  • A dominate social media presence. If you want to know about MindTouch, you don't have to go very far. These guys are experts at what they sell and practice everything they preach.
Cons
  • Every emerging technology strives to improve. Not all problems are foreseeable and bugs exist. If I could dream up where MindTouch can improve, I can assure you they have already begun.
  • The standard pay structure of buying a full year in advance might be tuff for smaller startups
  • I would love MindTouch to provide video hosting as part of their service.
Return to navigation