MindTouch
MindTouch offers cloud software that provides self-service customer experiences that create product experts and improves marketing, sales and support.
| Date | Investors | Amount | Round |
|---|---|---|---|
| - | investor | €0.0 | round |
| investor investor | €0.0 | round | |
N/A | Acquisition | ||
| Total Funding | 000k | ||
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MindTouch operated as a developer of a cloud-based software platform focused on knowledge management, which was ultimately acquired by NICE (Nasdaq: NICE) in April 2021 and rebranded as NICE CXone Expert. The company was established in 2005 by Aaron Fulkerson and Steve Bjorg, both of whom had previously worked at Microsoft. Fulkerson, with a background in applied mathematics and computer science, had researched distributed systems in Microsoft's Advanced Strategies and Policies division, while Bjorg brought over a decade of experience in software development and product design from his time on the CTO's advanced development team.
The business centered on providing enterprise-grade, AI-powered knowledge management solutions designed to improve customer self-service and overall customer experience. Its software-as-a-service (SaaS) platform enabled clients to transform technical product documentation and support content into a centralized, user-friendly knowledge base. This allowed end-users to find answers on their own, deflecting support tickets and empowering companies to turn support into a more proactive engagement channel. The platform featured intelligent search, content personalization, integrations with CRMs like Salesforce and Zendesk, and analytics to track user behavior and content effectiveness.
MindTouch's revenue was generated through a subscription-based model for its cloud platform. The company initially started as an open-source project called DekiWiki, a fork of MediaWiki, before transitioning to a commercial open-core model and eventually a fully proprietary SaaS offering. In January 2016, the company secured a significant milestone with a $12 million Series A funding round led by PeakSpan Capital, with participation from SK Ventures and SAP SE. Before its acquisition, MindTouch served a global client base that included major brands such as Samsung, Verizon, and Whirlpool, helping them to increase customer lifetime value by delivering consistent and relevant information across various customer touchpoints.
Keywords: knowledge management, customer self-service, CX, customer experience, knowledge base software, SaaS, content management, ticket deflection, help authoring, enterprise software, AI-powered knowledge, customer support solutions, NICE CXone Expert, Aaron Fulkerson, Steve Bjorg, open core, DekiWiki, contextual help, CRM integration, self-service analytics, documentation platform, user manuals, customer journey, support automation