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.
SEO-friendly CMS for creating robust Support/KB websites
MindTouch - Moving from KBs and PDFs to easy to use and customer friendly
Impressions of a long-time MindToucher
Mindtouch, simplification is key to adoption in any KCS product.
MindTouch - A content management system that really is Mindful
Easy to use, limited features.
Good tool for rather small KBs which requers many features.
MindTouch - An exiting new addition to our team!
A great tool for organized documentation and contextual help tools!
MindTouch- easy to learn, easy to use
Good for a one-person documentation/knowledge base shop
Our Little Corner
Success with MindTouch?
Solid Product, Some Room for Improvement. Take Guidance from Industry Veterans.
Good option for small to medium companies who follow recommended structures
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
Pricing
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
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Integrations
- Tech Details
- Downloadables
- FAQs
What is MindTouch?
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
MindTouch Video
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
- Google+
- Contextual Help
- SAP Cloud for Customer
- eCommerce
MindTouch Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Supported Countries | All |
Supported Languages | All |
MindTouch Downloadables
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(179)Community Insights
- Business Problems Solved
- Recommendations
MindTouch is a versatile software that is used by various organizations for different purposes. One key use case is creating and updating knowledgebases for customers, allowing them to access the latest documentation via the web. This feature has been particularly beneficial for Cisco Infinite Video customers, who can easily find relevant information and troubleshoot issues without needing to contact customer support.
Another major use case of MindTouch is increasing the number of contributors within an organization and ensuring governance and oversight as the number of contributors grows. By using MindTouch, companies can involve both internal teams and customers in content creation, leading to a collaborative approach that enhances the accuracy and breadth of knowledgebase articles.
MindTouch is also widely employed as a solution for dynamically changing content as products mature and to stay ahead of industry changes. Its flexibility allows companies to adapt their documentation quickly, ensuring that customers have access to up-to-date information.
Additionally, MindTouch serves as an online help center where users can find dedicated and searchable documentation for software products. It is utilized by multiple departments in an organization to publish customer-facing and internal documentation, helping to update and maintain content efficiently.
Overall, MindTouch provides solutions for creating comprehensive knowledge bases, improving collaboration among teams, facilitating content updates, and enhancing customer self-service capabilities. Its versatility makes it valuable across industries, from technology companies seeking to support their products effectively to educational institutions aiming to provide a collaborative learning environment.
Users have provided valuable recommendations for using MindTouch. These recommendations include:
- Comparing MindTouch to other content/documentation provider software to understand its benefits.
- Prioritizing the creation of a clear content hierarchy before implementing MindTouch.
- Seeking help from MindTouch for migration and utilizing the available documentation.
Additionally, businesses should consider having a well-organized knowledge base, being prepared for customization requirements, and having a small team focused on regularly adding content. Flexibility in requirements and CSS/HTML knowledge can enhance the implementation process. Finally, having the Premium Support package can be helpful for the initial setup and launch of the site.
Following these recommendations can help businesses effectively reduce redundancy and optimize their use of MindTouch for content management and documentation purposes.
Attribute Ratings
Reviews
(1-4 of 4)- MindTouch makes it easy to have templates and self-help instructions so that a variety of teammates can contribute without a ton of learning curve.
- The MindTouch search engine makes it easy for our clients to find what they need.
- MindTouch created an easy ability to add and control users. And we found the page-level security meets our needs.
- MindTouch's flexibility means you can get the organization and look you want, without needing a degree in html.
- MindTouch support people genuinely care about my success, are easy to get to, respond in a reasonable time period and are both knowledgeable and down-to-earth.
- MindTouch (MT) bought the text editor from someone else. It lacks precision, flexibility and features. Word can do many things the MT editor cannot. Photos can be hard to place and run text around them without awkward spacing. The tool to place text near photos needs improvement from its present level of zero. Photos cannot be cropped. Placing a photo in the middle of a numbered list will require a big time investment. The text frequently loses "normal" and needs to be re-defined. Pasting text into an article never is formatted correctly the first time. It would be nice to be able to do text boxes, like Publisher allows. Presently, all copy runs the full width of the only text box you get.
- MindTouch's support people often like the enhancements I suggest but getting them into the product -- if it happens at all -- takes too long. MindTouch does many admirable big-picture things but needs to pay more attention to enhancement suggestions and improving its text editor.
- When you are in any of the control panels or behind-the-scenes control areas, why do you have to close that page -- actually close out of MindTouch and then go back in, to get back into the text editor?
- The "views" counter on each page is very difficult to reset. You have to export the page, delete it and then import it back in. This would be less necessary if we, as clients, could control when the counter starts. Currently, it starts when the page starts, so every time you access the page as you construct it counts as a view -- actually, in our install, it seems to count as TWO views. That's like having your traffic counter on your highway count all of the construction traffic before the road was opened to the public.
- Getting software updates to clients.
- Allowing clients to get help, by themselves, on our software products.
- Providing a platform where we can easily get videos to people who want them.
- Our deployment time is too short to have found any yet.
- Using the API and some programming to integrate it with our system that manages Service tickets.
- I would hope to get our sales staff more involved so that they can use it during presentations and as a way to create a library of info for potential clients.
- Templates
- Managing Users
- Changing headline definition changes it in the whole shootin' match
- Linking people from one page to another.
- Copying and moving pages.
- Linking people to off-site URLs
- placing videos
- creating copy in an article which is only for teammates to view
- Cropping photos (can't do it).
- Placing text consistently and elegantly next to photos.
- Getting text to STAY in normal style without losing some of the elements thereof.
- You always have to format text after you paste it in.
- Placing our software updates in MindTouch and having clients download from there is slow. We now put them on our .ftp site and link to them from MindTouch. Works great!
MindTouch works the place!
- MindTouch allows people with multiple levels of expertise to contribute to the product documentation.
- MindTouch allows us to present the user with the most up-to-date documentation possible.
- MindTouch makes content creation fairly easy, with templates and use guidelines.
- We struggle with customizing our site, because so much of MindTouch is 'behind the scenes' and difficult to discern. We can't see how they are using certain things (for example, one variable that we used as a glossary popup was 'JSON' - we had to change it because it blew our site up).
- MindTouch does not allow two people to edit a page simultaneously. It does, however, warn you that someone else is editing the page.
- The location of content in MindTouch is not always apparent. We struggle sometimes finding the pages that we've created. A more streamlined approach (like a file system) to content management would be nice.
MindTouch is great for groups that produce product documentation and need to iteratively update that documentation (for example, in an Agile environment).
- At this point, we haven't seen much of a return on MindTouch (we've only been using the product for a few months). I expect to see many users and contributors in the system, but for now, the volume just isn't there.
- I think MindTouch will contribute to a faster software update cycle (we are an Agile shop).
- MadCap Flare and AuthorIt
- Supporting a new product.
- Allowing SMEs (amongst several groups, e.g., Support and Engineering) to create and edit content. (Only technical writers can publish content to our site at this point.)
- Creating content that is the most up-to-date for our customers.
- We are new to the MindTouch experience, so we have had little time to experiment with the product. We are concentrating on gathering material to add to the product at this point.
- Track user feedback on our documentation so we can give them the best experience possible.
A Helpful Online Help Center
- Logical hierarchy for content structure makes organizing an abundance of information easy.
- The ability to use tags and even manually set specific content to display at the top of search results makes it easy for users to find exactly what they are looking for.
- Updating information in draft form is helpful when new software releases are pending. In addition, the revision history feature has been helpful for us when we've needed to access previous versions of an article.
- Some other features we value are the ability to set articles to private, being able to easily move content around in the site, and the content re-use option that automatically updates information in areas where the article has been duplicated when the original has changed.
- I think our only issue with MindTouch was that it was not explained up front that we would need a developer to add any customization to our site in the way of branding, graphics, formatting, fonts, etc.
- Positive: We have reduced the number of calls to our customer support team.
- Positive: We now have a single source for online training and self-help resources where new users to our software can get educated on how to use the system.
- Positive: We are able to easily update instructions in help articles to keep information current.
- New customers who need training and product use instructions.
- Existing customers seeking self-help on our products.
- Internal teams who need instructions on using product features.
- Publish product release notes.
- Promote new product features and releases.
- Used in the customer journey from initial sale through onboarding process to ongoing support.
- Community forum for our customers to ask questions and find answers from other users.
- Product Features
- Product Usability
- Positive Sales Experience with the Vendor
- Implemented in-house
- Broken redirect links from the old system to the new due to one of our products not being able to run on the operating system of MindTouch.
- Most of the implementation issues that I can recall were on our end and had nothing to do with MindTouch.
- The content hierarchy feature is amazing.
- Easy to add images and make them look good.
- We especially like being able to move content around while maintaining a URL history that automatically redirects.
- Adding custom graphics.
- Adding custom functions or UX.
- Adding customization of fonts, style, etc.
MindTouch is powerful and easy to use knowledge tool
- Their support is very good. They are knowledgeable and helpful.
- The layout and look of the site is nice but the power of its customization is amazing.
- The intuitive nature of the product is also a strong point.
- Improvements in user management. For example, default group membership for new users would be very useful. Also being able to do more to users in a grid view would be nice.
- While customizations are possible and the sky seems to be the limit, I feel some things should be easier to customize via options rather than needing to code. For example, it would be nice if I could just turn off the menu strip in F1 windows.
- More analytics are reporting would be good, especially on the content management side.
- We're still a little early into it to judge these things.
- ScreenSteps
- Support
- Training
- Product Documentation
- Service Documentation
- Hosting our video library (in Conjunction with Wistia).
- Perhaps a stronger on-boarding process.
- Document editing
- Image loading
- Embedding Wistia videos is a bit awkward for non techies.
- Customization is easy IF you are a web developer.