Whatfix Reviews

Digital Adoption of Digital Adoption

Comments: Data driven decisions are very important to us. With Whatfix we are able to provide better data to our development team while simultaneously guidling our customers through our app.

Pros:

The Customer Service is extraordinary. Once you learn how to use the tools and their limits, your imagination is the limit as to what you can do.

Cons:

With so many features and options it was a little hard to finalize what we needed to focus on.

Fantastic product

Comments: Fantastic product, easy company to work with. Highly reccomend!

Pros:

Great features, with steady delivery of new features. Whatfix really listen to their users and shape their backlog accordingly

Cons:

Less about the product, but sometimes the communication can be over-zealous/clumsy

Alternatives Considered: Appcues, WalkMe and Pendo

Reasons for Switching to Whatfix: Better features than two of the alternative; better price than the other

An extra layer of our software

Comments: We have rewritten our entire onboarding process for new clients using WhatFix as an overlay. When clients see a WhatFix element on our site they think that it is part of our program.

Pros:

WhatFix makes it easy to add functionality to our software offering without the need for Development to get involved.

Cons:

The organization of content can be a bit frustrating but once you get the hang of it, it makes sense.

Whatflow flows implementation in a special education web based product

Comments: Frontline provides special education solution services to thousands of school districts nation wide and abroad. The business need for interactive flows in our case is primarily to reduce customer calls and provide self-help instruction while simultaneously allowing the customer to complete their work. While use of the Whatfix product is still in its infancy (i.e. initial rollout was a pilot with a few districts and two products), we are encouraged by what we see thus far, and plan to implement the feature across a wider spectrum of products and thus make it available to more end-users.

Pros:

Implementing the required java code into our application we found to be relatively easy (i.e. needs hours not days or weeks). When and if needed, their team is extremely technical where java, java scripting, html and related technologies are concerned. The Whatfix documentation made available via the Internet is also very good. Moreover, the Whatfix customer support is also very good and we found them to be extremely flexible when organizing meetings, especially given the time zone difference. Their software interface to create the flows is also easy to use and largely intuitive.

Cons:

Flows must be exported in their entirety and we have requested that an option be provided to export only those flows that are desired at a particular time so as to avoid having to overwrite files and/or download large file sets. Once a flow is created and if it consists of many steps, should there be a need to edit one or more steps, depending on the nature of the edit it can be a bit time consuming.

Help your customers understand your platform

Pros:

This application is really easy to use for you and your clients. Since we created a platform with so much content in TravelContact, Whatfix helps our customers know every detail we offer. Now our clients, such as travel advisors, agencies, DMC have two different tools to make life easier for them. On the other hand Whatfix´s support team has been impressive, they have solved every doubt or inconvenience that we have presented throughout the process.

Cons:

We would like the information inside the Whatfix platform to have different views, since they use very large boxes that take up a lot of space on the screen. This doesn't allows you to see all the content when you have created many flows.

Reduced our support costs by 40%

Comments: We implemented whatfix inside web dashboard of Cuztomise used by top management of large FMCG, Healthcare and Services companies mostly in India and Europe. Cuztomise platform is a complete DIY platform which enables companies to swiftly make changes to workflow. We use to get a lot of calls from users in our support center asking help on making various modifications on platform. Even after having a complete FAQ and user manual, still users felt comfortable doing changes while on line with our support staff. We quickly realised that its very crucial for us to provide hand holding for our customers. Then we decided to try Whatfix . Whatfix not only allowed us to provide user handholding but instantly helped us generate lot of guides which can literally be created by anyone quickly. We have experienced 40% reduction in calls which means lot of savings on our support costs.

Pros:

- Easy to use, quickly create guides in various languages - Easily convert guides to PDF, videos in few clicks - Very easy to integrate

Cons:

- Not exactly a con, but i would like it to be available for mobile also.

Simple but powerful, with outstanding support

Comments: Continuing to develop features with ecommerce platforms in mind will the really beneficial for ours and I'm sure other organizations.

Pros:

The tool itself is excellent - it gives us the means to easily, effectively, and unobtrusively communicate to our users - but the excellent support from Whatfix in helping us make the most of the tool is unparalleled. They take the time to work with us on our own implementation, rather than some boiler-plate customer care that you've seen from other organizations.

Whatfix works well for us

Comments: Gen25 is a Salesforce partner. We build custom Salesforce environments for our clients. One of our clients needed a tool to train new employees in using Salesforce. After a review of several onboarding tools we suggested to use WhatFix. Right now we are implementing WhatFix in a Sandbox Salesforce Environment, building flows, segmenting flows for different user groups, etc. So far WhatFix has lived up to our expectations. It's easy to use and feedback is great.

Pros:

- Whatfix is intuitive: You don't need a computer science background to build flows; - Customer support responds almost instantly to questions; - Free online training sessions are included; - Integration with Salesforce works well; - Segmentation of flows to different user groups works well;

Cons:

Flows can be turned into Youtube videos. WhatFix told us that they are working on a feature to add voice notes to these videos.

WhatFix help guides - enhancing "self-service"

Comments: Whatfix, helped to create interactive guides & ease "Self-Service" on-boarding experience for InstaSafe Secure access. Its intuitive interfaces have assisted speedy customer support resolution & simplified navigation.

Pros:

- Intuitive interface - awesome support - Super easy & quick integration

Cons:

- Looking forward to their analytics features.

One of the easiest and most intuitive UI

Comments: I have found the product interface very intuitive and easy to use. Also, the support we required to make the product compatible with ours was amazing. Our issues were resolved in no time and RFCs were also delivered promptly.

Pros:

Intuitive interface Competitive cost Free trials

In App Training made easier

Comments: It has an easy to use interface with multiple options to achieve what you are looking for

Pros:

It is one of the most easy to use platforms. Helps us not announce new features but also to reduce the support tickets for the FAQs

Cons:

Maybe the usability can be better. Retaining the last action of the user, so if the user wants to come back it will be easier.

Leader in DAP Category!

Comments: Extremely satisfied, I saved a lot of $$ using this DAP solutions over onboarding & in-app training for both customers & employees

Pros:

Ease of deployment, analytics, and very generous pricing compared to Walkme.

Cons:

Translation accuracy & A/B Testing capabilities of the flow.

Alternatives Considered: WalkMe, Pendo and Apty

Reasons for Switching to Whatfix: Category Leader & Pricing

Incredible product. Phenomenal support.

Pros:

What is there not to like! Within a few hours of downloading the trial, we were able to create several work-throughs to demo to our team. Customer Representatives have been and continue to be a huge factor in implementing and supporting those work-throughs for self-helps, pop-ups, and tasks. They have been insanely accessible and accommodating, regardless of how simple or technical our questions have been. They have fielded questions from every stakeholder in determining if this is product meets our strategy. They, along with the product, have impressed each of our department's heads who have had interaction. They are more than a support team, they feel very much like co-workers......and even friends. The above-mentioned features really stand out, however, one of the determining factors is the ability to export/embed the work-throughs as a slide show, PDF, or video. These will be instrumental for our training department, help center, analytics, QA, development and testing departments.

Cons:

There are a few enhancements that we are hopeful will be integrated into Whatfix, such as text only helps that can be integrated into Self-Help.

Whatfix is a great online learning tool powered by an extremely dedicated and service-oriented team!

Pros:

I think overall it is a very good tool, very easy to set up (which impresses customers), has enough degree of customisation to please customers, really unparalleled customer service.. leaves us a bit in awe here in Western Europe. We are not used to such a good service anymore! Also, releases come in very short cycles. The product team is very open to suggestions by clients and tries to implement them very quickly.

Cons:

Whatfix still lacks some in-depth styling customisations but these are already on the roadmap so they will be available shortly.

Easy user onboarding enabling application

Pros:

The application helps to guide your clients to navigate your online portal or website or to effectively use your web product. The application provides you with personalized customer service like at the start you will be given a support member to ask your queries to. It is an easy to use platform that brings about new updates on a regular base. If you check the price factor, you will find that the competitor applications that have the same features are priced even higher. It is very simple to implement your code be it java or HTML to the application. The application guides your clients about all the details of your product. Within a few clicks, you can convert the demos to videos or pdf. They provide guides in many languages and it is very easy to integrate the application to your product.

Cons:

The absence of a mobile application. Integration of more enhancements. Lacks in depth style customizations.

Excellent way to ease user onboarding!

Pros:

The customer support is unbelievable! The Whatfix customer support team is always available to assist with the areas we have trouble on and they do everything they can to get the flows to work in the most optimal way. This tool helps us to provide guidance to all users when they are unsure of how to navigate a certain activity without requiring them to exit the application and review documentation. It helps to fill a training gap at a very affordable price.

Cons:

There are certain aspects of the flows that we cannot implement ourselves because they require a little bit of coding, but as long as the customer support team continues to help, then it really isn't a critical limitation.

They will always respond and fix any issues quickly!

Pros:

As a small startup, we first tried AppCues but ran into several issues with integration (we are a Single Page App) that we could not resolve and all communication was slow and only through email. We switched to WhatFix and now have an account manager we can reach at any time that has been able to resolve any issues quickly.

Cons:

They use a tagging system to organize onboarding flows but I'm hoping to see them add a folder system as well.

Outstanding product... Incredible support.

Pros:

The team member was phenomenal in helping us make the best use of Whatfix. The team member helped us maximize the functionality where we could, and we wouldn't have gotten our project off the ground without her and the application. Customer service A+!

Cons:

I'm not a programmer, so the directions on how to implement the application weren't always clear to me. I wouldn't categorize that as an application issue... it's definitely the experience and limitations of the user.

Easy and helpful. That's Whatfix!

Pros:

Workflows can be configured and launched quickly and easily. The Whatfix team is open to suggestions for improvements and really listen to their users. And Whatfix saves a ton of time by providing customized reports and dashboards in Google Analytics to track usage, drop off, etc.

Cons:

Do you know how you eventually run into a blocker with every vendor? That won't happen with Whatfix.

WhatFix helped us onboard thousands of customers to our new website and customer portal!

Pros:

The ability customize the conditions under which specific workflows are triggered is awesome. The support offered by our agent was extremely helpful in setting up the more complex conditions.

Cons:

The ability to customize the look and feel of the workflows is limited to just text and color (and a few other options). I would like to be able to customized the look and feel of every aspect of the workflows.

Using WhatFix has increased our engagement with our free trials

Comments: The lifeblood of our sales process are free trials of our product. We have seen that 50% of our free trialers use WhatFix. We have a lot of variables in place that effect our new sales but our sales have increased by 50% since we have implemented WhatFix!

Pros:

Best value I found when researching for a product like this. Also the service can not be beat.

Cons:

It did take a while to learn. It could be more user friendly.

Customer Service Genius

Pros:

Our support from our Success Manager has been beyond. Whatfix is a great product, but if you value great support from a reliable team: look no further.

Cons:

We've found a few buggy issues with Whatfix that I think stem from the complex way we segment clients. That said, my success manager and the team are masters at finding and fixing fast.

Intuitive UI and amazing support

Comments: The product UI is very intuitive and it is very easy to create flows independently. Even playing around with the product is very easy. I have been associated with the organization since last 2 years or so and the organization has been very responsive to our requirements. The support provided to implement flows with our product is amazing and the staff is very courteous.

Whatfix Works!

Comments: We are very pleased with the DAP and the service at Whatfix. We have been using it over a year and a half and it has done and continues to do everything they promised it would do. The integration of this tool was very quiet, meaning, we implemented it and only received positive feedback. There was no scrambling to get it aligned or working correctly, nor did we have any negative comments about how it was interacting with our system, or irritation about seeing something new! It is pretty common to implement a tool and get some amount of negative response or technical issues at launch. We launched it...and it just worked! We receive positive feedback frequently and the word is getting out across the company. We now have enough positive awareness about Whatfix that other department leads are requesting that we "Whatfix" their tools. We have now increased our investment enterprise wide and look forward to the benefits across more of our platforms.

Pros:

Whatfix has so many useful features. Some of the smallest but have large impacts are the Beacons and the popups. These functions allow us to communicate changes within our processes and products almost instantly. Previously, communicating rapid or sudden changes would take time, and during that time, customers and employees are either waiting to be able to deliver the appropriate information or service, or they have incorrect information. this creates tickets and complaints. Being able to deliver information as rapidly as we can using Whatfix has reduced the time gap exponentially! The guided walk-throughs are also incredible. Realistically, what should you expect a newly hired employee to remember right after class. With so many policies, processes, and procedures, the expectation to "just know it" is unfair. Whatfix takes the stress off of the employee to instantly master something. Whatfix helps create an environment of trust, comfort, and confidence because the tools are "at the ready"! The DAP is amazing and intuitive.The other pro to Whatfix is their service. In my personal and professional life, Whatfix is #1 in client support and customer care. I just don't experience this level of service from anyone else! Friendly, efficient, and focused on our success!

Cons:

I just can't think of any cons at this time!

Whatfix is the solution we didn't know we needed until we found it!

Comments: Overall, we love Whatfix! Others in the company have started reaching out to ask us to create content. We like to say, "We can Whatfix that!" No other tool we use can provide the in-app help our users need to succeed while they're working.

Pros:

In general, Whatfix is easy to use. The widgets offer many possibilities to help users do their jobs more efficiently and with less stress. Pricing was straight-forward without all the add-ons competitors would charge. Most importantly, Whatfix's team members are kind, helpful, hardworking, and innovative! They are always upgrading and improving the tool. They find solutions to problems which would otherwise stress us out! We have never had such a positive vendor relationship!

Cons:

Although creating content is easy, it's not always as easy to make it work and appear correctly. (Thank goodness for the excellent Whatfix support team, though!) I just wish it was easier to do everything myself. Also, being a bank with stringent security, we struggle with being able to grant system access to the Whatfix team to help us set up new systems and create content. This is not a "con" against Whatfix per sae; it is just a fact that we must work around.

Alternatives Considered: WalkMe

Reasons for Switching to Whatfix: Overall price, no sneaky "extra" costs, low-pressure sales, confidence of team members.