MindTouch

MindTouch

Score 7.0 out of 10
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

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

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

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

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Product Demos

MindTouch Customer Story – Customer Success Self-Service
03:22
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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

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

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Seth Faber | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
  • 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.
  • 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.
MindTouch does a great job of handling content as varied as product manuals to a knowledge base replacement. Content is easy to make within MindTouch but it is also flexible enough that content can be pushed into it from other authoring tools via APis. It does not replace our entire support website but is easily integrated into the support site for a seamless experience.
  • MindTouch helps reduce knowledge and information silos by offering a place for everyone to store their content.
  • Employees are finding what they need when they need it without having to find "the guy" who knows that stuff.
  • Customers are helping themselves and solving their own issues which allows support to work on higher priority issues.
MindTouch offers a unique knowledge and information management tool that was different enough from traditional knowledge bases and advanced enough to not be a Wiki while allowing CRM integration and APIs for customization. MindTouch as a company is focused on making their product great where as other vendors treat this space as a bundle or checkbox feature without being robust enough to replace a knowledge base and PDF manuals.
Score 9 out of 10
Vetted Review
Verified User
MindTouch is used by our organization to power our knowledge base where our customers go to get information about our product and how it works. Our Client Support Teams, Training Teams and Documentation Teams all create content on a daily basis and the Documentation Team is responsible for the distribution of this content. MindTouch allows us to display our content in an easily navigated format and, most importantly for us, allows us to secure our files so that only those using our products can access the information in the knowledge base.
  • Allows permission changes on content so that information is only visible to our customers.
  • Provides easy navigation for users.
  • MindTouch provides detailed documentation for the user's "self-service" thereby allowing users to find info on their own when needed quickly.
  • I'd like to see the search feature for their documentation return more exact results.
  • I'd like to be able to export all reports in their reporting feature without having to hand build them.
MindTouch allows businesses to bring their knowledge to their customer's fingertips with an easily navigated site that is organized and well thought out. It also allows for the internal daily users of MindTouch to create, change, and rearrange content all with a few clicks of the mouse.
  • Increased product adoption.
  • Onboarding new clients.
  • Faster resolution time of support cases.
Mindtouch has greatly improved since the time we first started using them until now. the performance has improved and it is much faster, reports are easier to obtain as well.
I loved MindTouch. From their support team, who are awesome people, to the way their product works. There's a lot to be said for "on the fly" changes and if I was the decision maker, I'd still be using MindTouch.
George Eckel | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
MindTouch is used for internal-only as well as external documentation for corporate services. Documents are user guides, getting started guides, etc. Internally, service developers create the MindTouch documentation or a technical writer does. The external documentation is created by a technical writer. Users are internal devs for the internal products or third parties developing on top of our services for the external docs. MindTouhc provides an easy to use the editor to document complex software products.
  • Versioning-- so you can roll back or compare to previous doc versions.
  • Customer support-- friendly and timely, I get emails and/or calls usually within hours of submitting a support request.
  • Linking, permissions, image handling, table creation -- all of the basic tools needed to create documentation.
  • Oddly, MT disallows h1 heading tags that you enter, MindTouch downgrades to an h2 heading tag.
  • Link checking is missing because when third party tools try to check links, MindTouch will create a bogus page so the link doesn't break. But we'd like it to break so we know the link is broken. Linking to bogus pages is unhelpful.
  • The editor tool bar remains on the top of the UI. So, many times, you have to scroll to the top of the screen to do things that would be very simple if the toolbar floated on the top of the screen.
It's very good for general documentation. I don't know of any other HTML editor that's as sophisticated. It won't replace embedded docs, like Swagger. And because everyone is switching to GitHub, lots of developers will prefer to put their docs in markdown on GitHub, which leaves MindTouch in the cold. But for technical writers, MindTouch's complexity is great. In summary, MT is a very good product for Tech Writers who want to author in HTML.
  • Documentation is not a function of the tool but the quality of the writing
  • Good documentation has led to teams not answering questions from other developers
  • Bad documentation leads to teams being asked the same questions over and over, or their services ignored.
MindTouch is not as sophisticated as those editors but MindTouch is the only one that generates HTML. The other editors provide additional, advanced functionality, are more bulletproof, and require the services of an experienced technical writer. MindTouch, however, is simpler and covers most if not all of the bases that writers use every day.
Fast, good action on bugs and simple matters. 6 months waiting for critical fixes.
Score 8 out of 10
Vetted Review
Verified User
MindTouch is used to house our customer-facing enterprise product documentation. As a software company, this documentation is aimed at several personas, including business analysts, data scientists, IT administrators, and developers. The documentation team which is part of the engineering organization is responsible for all content creation. IT assists in the administration of the site to ensure quality and security. The engineering organization is responsible for distribution, but we do work lightly with marketing and product management to deliver consistent messaging across all our public-facing sites. While customers are our intended audience, our primary and secondary audiences will include all internal employees such as sales engineering, sales, marketing, enterprise architects, trainers, and engineers -- the latter provide peer review feedback on the technical accuracy of the articles. MindTouch allows us to create a single site which can be used by internal and eternal customers alike. We can use the Groups features to allow broad access to "draft" documentation prior to public distribution. We are able to make real-time updates to the documentation. We are able to continue work on the documentation long after code freeze on our products. We are also able to use APIs to import developer documentation into MindTouch without copying and pasting. Overall, it's an efficient time-saver with a decent search engine -- two of our primary business needs when we purchased MindTouch.
  • Real-time updates to documentation without the need to compile documentation as with traditional doc tools. The interface is user-friendly so we can make quick edits to the documentation and publish it immediately.
  • Search tool. Traditional doc tools do not have good search tools. While there is room for improvement, MindTouch is constantly improving the Search capability to allow for more targeted search results. The ability to set "recommended search results" is excellent
  • User groups. The ability to assign Community users to a Group, and then assign that Group to "draft" documentation for early access and peer reviews has been a game-changer for us.
  • More fine-tuning with the advanced search functions in the search tool. A better UI for advanced searching would be great.
  • Track changes for drafts. The need for tracking changes between drafts is critical. More editing tools is a must to help writers. Currently, our writers still feel the need to use MS Word while drafting for their track changes tool.
  • Our developers would prefer the elimination of dekiscript in favor of javascript.
It's more challenging for organizations with a lot of proprietary documentation, but a ton of customers. Also, it's challenging for customers with a current backlog of DITA or FrameMaker documents to import all their existing content into MindTouch. It's great for customers looking to move to a knowledge base or moving from Wiki documentation.
  • It's been positive in reduced churn. We're saving time and devoting our writers to writing, not to compiling help files and troubleshooting doc tool problems. Significant savings here.
  • We were negatively impacted by the initial change from one help site to the new MindTouch (MT) site. This is expected, but we did take a hit. We suspect this negative impact is going away after two years as new customers only know the new MT site.
  • Look and feel of the site is much improved and an overall win with external customers.
WordPress always seems to be the one that comes up as an alternative to MindTouch, but I don't find the interface to be much easier and it is a security nightmare. IT won't support WordPress sites because of all their vulnerabilities. SharePoint is mentioned as a possible competitor, but only if an organization is committed to producing books over a knowledge base KB. MS Word has great writer tools, but anything over 200 pages can become unstable. I do like traditional doc tools like RoboHelp and Madcap Flare for their in-product help systems. They are clean and efficient, but the templates are limited, compiling is time-consuming, and the timeline for loading the help system into the product is inflexible.
MindTouch is a hosted site, so as a heavy user there are times when I notice that pages are slow to load, or something happens like Amazon Web Services crashing the entire east coast for a few hours, that you do notice even if it isn't actually the fault of the MT tool itself. It's the risk of using a hosted tool, but the benefits are pretty amazing and outweigh these performance issues.
MindTouch has always been easy to work with in a post-sales capacity. The support ticket system is easy to use and they are responsive. Setting up meetings with reps is helpful as well, as they are willing to assure your customer success. Training via webinar is excellent and accessible to all MindTouch customers. They always get back to you when you have more customized questions.
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