MindTouch

MindTouch

4.1
(50)

MindTouch is dedicated to product help software. MindTouch offers an online help system that includes a knowledge base.

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MindTouch Features

Customer Information

Customer Health Scores

Provides users a customer-specific score to determine the overall satisfaction of each customer.

64%
(Based on 10 reviews)

Customer Monitoring

Monitor customer actions overall as well as their interactions with different teams within the company, such as the support team

66%
(Based on 10 reviews)

Customer Profiles

Gain a holistic view of your customers. Create customer profiles based on data pulled in from multiple sources including CRMs, service desks, marketing tools, and financial systems such as accounting and payroll software.

Not enough data available

Playbooks

Create and structure key customer success processes into a "playbook" to create unified team best practices for handling customers.

n/a

Customer Segments

Separate customers into similar segments based on criteria such as subscription models, support needs, or usage behaviors to allow for more personalized and specific attention.

70%
(Based on 11 reviews)

Product Engagement

Identify which customers are getting the most out of your products or services and highlight those who have not yet fully adopted or may need further training.

72%
(Based on 13 reviews)

Surveys

Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information.

67%
(Based on 6 reviews)

Predictions

Churn Risk

Calculates the risk that your customers will not renew or continue using your product or service.

76%
(Based on 8 reviews)

Upsell Opportunities

Discovers and highlights factors that lead to upsell opportunities.

85%
(Based on 5 reviews)

Custom Triggers

Allows users to set custom triggers to signal actions that will lead a customer to act in a particular way.

n/a

Machine Learning

Ability for the platform to learn and improve predictions based on previous customer behavior and a growing database of customer information.

73%
(Based on 11 reviews)

Knowledge Share

Knowledge Base

Provides a repository of information that can be used by those seeking support.

93%
(Based on 19 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

84%
(Based on 19 reviews)

Community Forums

Enables users to engage with other users to solve common issues.

Not enough data available

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

Not enough data available

Knowledge Base

Q & A

Provides forums where employees of various levels can share expertise and processes.

76%
(Based on 12 reviews)

Link Sharing

Lets users direct one another to content via customized links, foregoing a lengthy search process.

90%
(Based on 17 reviews)

Searchable

Incorporates a search bar to help navigate users to appropriate content.

88%
(Based on 19 reviews)

Platform

Reporting & Dashboards

Access pre-built and custom reports and dashboards for viewing

68%
(Based on 28 reviews)

API & Integrations

The number of sources from which the platform can pull customer data and how well those integrations are supported.

69%
(Based on 26 reviews)

Data Import & Export Tools

Ability to input, modify, and extract data from the application in bulk through a structured file.

66%
(Based on 23 reviews)

Workflow Capability

Automates everday customer success functions for more efficient and effective day-to-day processes.

74%
(Based on 22 reviews)

Notifications

Set alerts for customer actions in order to respond quickly and proactively.

67%
(Based on 21 reviews)

Customization

Allows administrators to accommodate their unique process. Includes ability to create custom objects, fields, rules, calculations, and views.

79%
(Based on 31 reviews)

Scalability

Ability for the platform to grow with the user's company and support an increasing number of customers and users within the platform.

85%
(Based on 28 reviews)

Data Security

The measures taken to ensure that the customer data being held within the platform is being hosted in a safe environment and is not prone to risks.

86%
(Based on 26 reviews)

Performance & Reliability

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond.

85%
(Based on 31 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

85%
(Based on 31 reviews)

Interaction

Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

89%
(Based on 14 reviews)

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

Not enough data available

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

82%
(Based on 9 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

82%
(Based on 6 reviews)

Security

Verification

Updates document administrators after a specified interval of time so as to encourage verification that aged information remains relevant and accurate.

84%
(Based on 13 reviews)

Role-Based Permission

Allows users access to files based on role, or password protections.

88%
(Based on 18 reviews)

Public vs Private

Offers the choice to make a conversation private between specified contributors, or open for public discussion.

89%
(Based on 18 reviews)

Content

Update Notifications

Sends updates to document or file participants when changes have been made.

73%
(Based on 15 reviews)

Trackable Analytics

Tracks activity within file types to help administrators understand what is being used the most.

66%
(Based on 17 reviews)

Import

Allows for the importation of content and knowledge from previously implemented tools.

70%
(Based on 11 reviews)

File Viewing

Stores and readies various file types for viewing.

78%
(Based on 18 reviews)

Communication

Comments

Allows users to leave notes or comments on various file types for eventual reference.

88%
(Based on 6 reviews)

Social Features

Enables comments, liking and other social features within discussions or documents.

Not enough data available

Tagging

Allows users to tag one another in file data or comments for easier search and referencing.

82%
(Based on 18 reviews)

Upload

Lets users upload documents, photos and various other file types from their personal devices for greater knowledge sharing.

86%
(Based on 12 reviews)