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What is MindTouch?

MindTouch is an AI-powered, enterprise-grade knowledge management platform.

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.

MindTouch currently scores 86/100 in the Customer Experience category. This is based on user satisfaction (82/100), press buzz (50/100), recent user trends (falling), and other relevant information on MindTouch gathered from around the web.

The score for this software has declined over the past month. What is this?

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MindTouch Review

Editors' Review by the Customer Experience Software Review Team

An Overview of MindTouch Product Information Management Software Solution

MindTouch is a customer engagement and product knowledge management platform designed for service companies, manufacturers and software-as-a-service (SaaS) vendors. The company itself is a SaaS company that designs and creates scalable self-service software solutions.

As a leader in customer self-service software, the MindTouch solution is to transform your client support experience from reactive to proactive by way of providing a variety of software tools and applications that customer service and management, as well as other related processes as efficient and practical as possible.

With MindTouch, you can transform your support team into brand advocates and product experts. And by minimizing customer effort when using your products, you get to experience a significant increase in user adoption and customer satisfaction. The platform also lets you enhance your client support metrics and helps you get a better understanding of your customer-base.

How MindTouch product information management software works

MindTouch is a customizable, highly scalable customer self-service platform for small- to medium-sized businesses and large enterprises in the SaaS, manufacturing and service industries. It is a comprehensive knowledge collaboration software solution that enables users to manage and administer the delivery of customer service support through a bevy of channels.

The software solution has web-based authoring and publishing capabilities with features that include a centralized help center, a knowledge base, ticketing integration and a help button function. These features, along with MindTouch’s many other tools and applications, allow organizations to provide adequate support to their customers and users more efficiently.

The MindTouch GeniusLink feature provides customers with self-serve support through the MindTouch knowledge center. It also gives them access to an actual agent that will provide the answer they’re looking for or help them find solutions to a particular issue they might be having with a specific product or service. The platform is designed to create a continuously improving customer support cycle to further improve the service.

MindTouch comes with built-in comprehensive knowledge analytics to facilitate the need of different organizations to identify specific aspects in their customer service approach that requires some improvements. With this tool, knowledge managers are able to identify gaps in content and quality, as well as highlight specific areas for improvement.

Agents can also take advantage of the pre-packaged knowledge analytics to obtain access to customer data and gain a better understanding of customer behavior. MindTouch is a software solution that not only helps organizations—it also allows their own users to learn and understand specific topics and eventually become product experts themselves, promoting a strong community of problem solvers and solutions providers.

With the MindTouch platform, organizations can author and publish their own content quickly and efficiently. It can extend its users’ existing publishing pipelines or allow them to use the online authoring environment. The platform is auto-related, comes with dynamic organization and is equipped with a robust search tool. MindTouch comes with an embed function that allows you to embed the software solution within other applications with content context sensitivity.

In essence, the power of MindTouch PIM software solution allows businesses to connect with as well as understand their customer-base and buyers better. It also helps to shorten sales cycles and increase organic traffic to their business websites.

mindtouch review

The benefits of MindTouch product information management software solution

The benefits of MindTouch are felt most by enterprises and fast-growing companies as the product’s smart knowledge base can help to deflect support tickets, increase support agent productivity, create self-service experiences and lower the company’s overall support costs.

Improve customer experience and satisfaction with higher quality self-service support

Provide your customer-base with the appropriate information they require to properly address any issues or concerns they might have with your product or service. Deliver accurate information at the right time and in a consistent manner. MindTouch captures knowledge during customer support interactions to power its self-service support engine. Every time one of your agents discovers and resolves an issue, it gets recorded and provided to other users.

Minimize encounters with common cases through ticket deflection

The best way to minimize support cost is to reduce your general ticket volume. And the best way to do that is to address potential issues your customers might have before they even get a chance to file a ticket. This is what ticket deflection is all about, and what MindTouch offers to its customers.

The platform delivers knowledge at the right moment, so your customers can find solutions without having to file a ticket and wait for a response from your support team. It does not only reduce support costs, but also helps to improve overall customer experience and satisfaction.

Close tickets faster by improving your support team’s productivity

With MindTouch PIM, you can improve agent productivity and be able to close tickets faster, especially if you are running a company that is growing much faster than you have anticipated. Support agent turnover, new products and services and rapid business expansion are no longer an issue for you when you have a software platform like MindTouch.

Improving your support team’s productivity is made possible by the tools and features available within the MindTouch platform. By having all the tools they need in order to work smarter and more efficiently, your agents are able to resolve issues and close tickets much faster. MindTouch’s smart CRM integration automatically gives your agents access to information that they can use to effectively deliver the kind of service your customers deserve.

A quicker and more efficient way to manage your knowledge base content

Yes, getting knowledge published in your knowledge base can be difficult and time-consuming, the configuration process, ensuring that your support agents and customers see the right knowledge at the right time can indeed be tedious and neck-breaking at times.

What’s great about MindTouch is that it has flexible permissions designed for quick and easy configuration so that it works with your processes more effectively. Knowledge maintenance is simple, fast and virtually effortless so you can focus on what really matters.

mindtouch review

Pricing for MindTouch product information management software

MindTouch has not made their pricing information available to the general public. Please contact the vendor directly for pricing info. They do offer a free demo, which is available at their website. If you want to learn more about MindTouch and its different solutions, you may visit their official website. Premium consulting and integration services are available.

The bottom line

So, is MindTouch a worthy investment? Should this PIM software solution be your first choice? If you are looking for a robust solution for customer engagement and product knowledge management, MindTouch is not a bad first choice.

The platform allows companies to offer real-time, self-updating customer support designed to improve productivity and efficiency for your support agents and enhance customer experience and satisfaction. It is easy to use and requires to special training or specific technical knowledge. It’s definitely worth a first, second and third look.

Customer Experience Market Radar

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MindTouch Product Overview

  • Knowledge Base

  • Real-Time Updates

  • Customizable Functionality

  • Search Functionality

  • Indexing

  • Visitor Tracking

  • Third Party Integration

  • Self-Service Features

  • Self-Learning

  • Multiple Format Support

Languages Supported: English, Arabic, Chinese, Czech, Danish, Dutch, Finnish, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish

Customer Experience Software Buyer Guide 2024

Product recommendations, vendor rankings, market overview and tips on how to select Customer Experience software for business. Published in February 2024.

Customer experience, or customer experience management (CXM), is how customers perceive a brand based on their past interactions with the company. These could be direct or indirect interactions at any point in the customer lifecycle. Software products for i...


MindTouch Features

  • Analytics
  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • CRM Integration
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Document Comparison
  • Email Integration
  • External Integrations
  • File Sharing
  • File Transfer
  • Forecasting
  • Google Apps Integration
  • History/Version Control
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Project Management
  • Scheduling
  • Supplier Management
  • Third-Party Plugins/Add-Ons
  • Call Tracking
  • Click-to-Dial
  • PayPal
  • Stripe
  • SAP Integration
  • Net Promoter Score
  • Real-time Alerts
  • Workflow Management
  • Self-service Portal
  • Ticket Management
  • Instant Chat Integration
  • Social Media Integration
  • Call Integration
  • Knowledge Base
  • Support Forum

MindTouch FAQs

Does MindTouch offer multi-user capability (e.g. teams)?


Does MindTouch 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 MindTouch offer guides, tutorials and or customer support?

Support offered: Phone, Live Chat, Email, AQ/Knowledgebase, Video Tutorials / Webinar, On-Site.

Does MindTouch offer an API?

Yes, it offers API.

What are some applications MindTouch is commonly used in tandem with?

It is most commonly used in tandem with SAP and SalesForce.

What is MindTouch generally used for?

This service is used as a product knowledge management solution.

What platforms does MindTouch support?

This is a web-based application.

Who are the main user groups of MindTouch?

Main users of MindTouch are Large Enterprises, Mid Size Business, Public Administrations, and Small Business.

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