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About MindTouch

MindTouch offers an enterprise-grade, AI-powered knowledge management platform that includes functionality for customer self-service, agent assistance and departmental knowledge.

Designed for large organizations, MindTouch is highly scalable and reliable, providing unmatched content personalization to ensure contact center agents always have the answers they need.

Unlike other vendors, MindTouch content can also be made available directly to your customers through our knowledge portal or through Google searches, giving you a customer self-service tool to drive down contact center volumes and improve the customer experience. Onboard agents faster, close more cases, reduce call volume and reduce agent turnover, all by putting the answers customers and agents need right at their fingertips.

About Lumoa

The Lumoa service analyses large amounts of customer feedback, such as Net Promoter Score feedback including both a score and free text, in real-time. The advanced text analytics solution utilizes natural language processing and machine learning to make the customer feedback actionable.

Instead of telling you what your customers talk about, Lumoa service tells you what you should improve and how much that would impact your customer experience KPI.

The solution supports more than 60 languages.

The service is easy to use and can be used across the whole organization.

Lumoa is targeted to any large and medium-sized companies who receive large volumes of customer feedback. Lumoa serves both B2C and B2B companies in industries such as banking, healthcare, retail, telco, and consumer electronics.

Features

  • API
  • Calendar Management
  • Chat
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • External Integrations
  • Lead Management
  • Lead Scoring
  • Multi-User
  • Notifications
  • Scheduling
  • Click-to-Dial
  • Net Promoter Score

Features

  • API
  • Calendar Management
  • Chat
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • External Integrations
  • Lead Management
  • Lead Scoring
  • Multi-User
  • Notifications
  • Scheduling
  • Click-to-Dial
  • Net Promoter Score

Summary

  • Knowledge Base

  • Real-Time Updates

  • Customizable Functionality

  • Search Functionality

  • Indexing

  • Visitor Tracking

  • Third Party Integration

  • Self-Service Features

  • Self-Learning

  • Multiple Format Support

Summary

  • NPS feedback collection and analysis

  • Real-time customer feedback analytics

  • Understand what drives your customer experience

  • Text analysed using industry and customer specific categories

  • More than 60 languages supported

FAQs

    Does this service offer multi-user capability (e.g. teams)?
  • No.

  • Does this service integrate with any other apps?
  • Integrations available: Salesforce Service Cloud, Salesforce Community Cloud, Google Analytics, Zendesk, SAP Hybris, Microsoft Dynamics CRM, Single Sign-On (SAML 2.0), Salesforce Sales Cloud, Facebook, Twitter, LinkedIn, Google+, Contextual Help, SAP Cloud for Customer.

  • Does this service offer guides, tutorials and or customer support?
  • Support offered: Phone, Live Chat, Email, AQ/Knowledgebase, Video Tutorials / Webinar, On-Site.

  • Does this service offer an API?
  • Yes, it offers API.

  • What are some applications this service is commonly used in tandem with?
  • It is most commonly used in tandem with SAP and SalesForce.

  • What is this service generally used for?
  • This service is used as a product knowledge management solution.

  • What platforms does this service support?
  • This is a web-based application.

  • Who are the main user groups of this service?
  • Main users of MindTouch are Large Enterprises, Mid Size Business, Public Administrations, and Small Business.

FAQs

    What platforms does this service support?
  • Web application. Supports all modern browsers (but does not support Internet Explorer).

  • Does this service offer guides, tutorials and or customer support?
    • Guides, tutorials, and training are available
    • Support level is dependent on the pricing plan. The basic package includes support during the business hours.
  • Does this service offer an API?
  • Yes.

  • What are some applications this service is commonly used in tandem with?
    • Various feedback collection and feedback management tools (such as Survey Monkey, SurveyPal, or Qualtrics)
    • Various CRM tools such as Salesforce
    • Various marketing automation tools
  • What is this service generally used for?
    • To stay on the customer pulse
    • To understand what drives customer experience and make decisions on improvements
    • To compare the customer experience across businesses, geographies, branches, customer service agents, etc.
    • To get the whole organization on the same page when it comes to customer experience improvement priorities
  • Who are the main user groups of this service?
    • People responsible for customer experience, customer success, customer research, and customer insight in large corporations.
    • People in business and operational development roles.
    • Leadership teams and people supporting them.

Vendor Information

Founded:
-
Based in:
San Diego
Employees:
51-200
Likes:
Followers:

Vendor Information

Founded:
-
Based in:
-
Employees:
-
Likes:
Followers:
1.37k

Other

Who uses MindTouch
  • SMEs
  • Enterprises
Desktop Platforms:
  • Web App
Languages:
English, Arabic, Chinese, Czech, Danish, Dutch, Finnish, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish
Regional Restrictions:
No restrictions.

Other

Who uses Lumoa
  • Enterprises
Desktop Platforms:
  • Web App
Languages:
English
Regional Restrictions:
No restrictions.
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