Heap vs. Whatfix

Heap is well suited for 1. Capture customer journey with session replay 2. Identify customer behaviour and improve overall customer experience 3. Frequent and quick implementations and modifications 4. Comparative analysis for historical marketing insights Heap is not so well suited, if the aim is to capture only analytics data without any goals to improve upon customer experience / targeting appropriate users based on data tracking.

Incentivized

Currently, we are only using Whatfix with Salesforce but are in the process of implementing on other systems. It is an excellent tool to organize and provide in-app access to training materials already created. It excels at providing guidance about tasks users don't complete often and, therefore, forget what they were trained about the process. The only sort of system it might not work well is one that provides its own robust in-app assistance. More than one type of tip icon being displayed, for instance, could be confusing.

• The Auto Capture function does indeed save quite a bit of time, and being able to build new reports off historical data is really valuable.
• Interface is really intuitive and user-friendly. Much easier to pick up and use than GA.
• Building reports out on the fly is really quick and easy, allowing you to give right into all kinds of analyses.
• The Event Definition screen is really useful, giving a quick glance at the most used events, which you then decide to turn into conversions or goals if you want.

Incentivized

• Understanding the unique needs of this new emerging market and unfamiliar business processes.
• Fantastic professionalism from all the Sales team and Professional Services team, right from our first enquiry via their website.
• Providing a structured onboarding process and strong project management offering which helps us feel confident we will achieve our goals with Whatfix, despite our ambitious delivery timeline.

• I think Heap can improve its onboarding; I would love to see some info that is helpful for someone who isn't in Heap every single day.
• Sharing dashboards can be tricky, it feels like a huge learning curve that I already have forgotten how to do.

Incentivized

• Design is definitely something they can improve on. The callouts and carousels are a little bit old-school and sometimes this creates a discrepancy with your product's design language.
• They can improve with some functionality, like full-screen carousels for the web. There are points that they cannot accommodate your design and you have to iterate on that.

Incentivized

Heap helps me understand key data points without fussing with the formatting of a dashboard. It gives me the benefit of data analyzation without the fuss of the formatting - as well as the ease of sharing data collected with my colleagues

Incentivized

Whatfix are an absolutely stellar vendor in every way. As with all technology tools and platforms, it's important to evaluate the marketplace to see what else is on offer. It would have to be something exceptional for us to seriously consider discontinuing our relationship with Whatfix

Sometimes, Heap has issues reconciling similar selectors, and I have not found the manual tagging system to be the most intuitive, especially when best practices are not used when designing the front-end infrastructure. Even so, it helps that the data is unmodified, and all analytics are done through an interfaced layer, so damage and confusion [are] not permanent.

Incentivized

While they've made a lot of improvements in the last year, there are still challenges with walkthroughs and how beacons can be created. They are aware of these limitations and are actively soliciting customer feedback to help them remedy these shortcomings.

Incentivized

I've never run into any issues with Heap's availability, Heap is always there when I need it. I haven't run into any issues like application errors or unplanned outages during my 2+ years of using Heap. Each and every time I log in to Heap I have a completely functional experience

Incentivized

On a scale from 1-10, Heap loads pages fairly quickly. The only time I experience delays is when I am loading a graph with perhaps too many events or filters on the page. But in terms of creating or searching for events or viewing reports, I don't ever experience a lag.

Incentivized

Sometimes there is a delay to showcase all whatfix elements

Heap support has allowed us to troubleshoot and test a lot of different items. Their support team is always helpful and friendly, even when we come to them with the most complicated questions. I think this greatly improves the value proposition of the product because their support team is knowledgable and friendly.

Incentivized

Support is very proactive and quick at solving/investigating any issue that might come up. They are very knowledgeable about their own tool and coding as well, and therefore, they quickly understand the goal you try to achieve - even doing custom code when necessary (or fixing your custom code). Even as COVID hit, Whatfix still managed to supply the same high standard of support.

While helpful, the feedback from our employee was, that [they felt] the training was very high-level - sometimes confusing. It would be great to have some kind of sandbox environment for new users to train certain scenarios.

The implementation was smooth and easy. The Heap team helped us with implementation and it went great! Within a few weeks, we were fully up and running and utilizing the platform to its full capability. This is an additional thing that has made this platform so great and we couldn't recommend it enough.

Incentivized

Although Whatfix make the process relatively straightforward (they will provide Group Policy Scripts to install a Google Chrome extension specific to your organisation) its important to ensure your network deployment teams (if you have more than one) understand their role and what they need to do to test deployment once they undertaken the work.

Heap is better because its easy to use, easy to install. With Heap you just add a snippet of tracking code to your header, instead of having to instrument each event like you do with other tools.

Incentivized

The fundamental decision for Whatfix was a management decision at the international level. The different options Whatfix offered for different systems in our company led to the decision to go with Whatfix. Basically, I am very satisfied with the decision, as the presentation of various topics, among others for our CRM system, can be mapped more individually, specifically, and directly for the different addressees. The evaluation options are also much more extensive and detailed.

The most challenging part of using Heap in a growing organization is the naming and structure in which reports and dashboards are organized. I work within the marketing department and our Heap leader internally works within the IT/Product department, which makes it challenging because we often don't speak the same language, so the learning curve has been steep without any specific use-case examples to leverage online.

Incentivized

• It has helped us make decisions on what products to scope for our MVP based on the usage data.
• It's allowed us to measure success with our beta product.
• It's helped us view our conversion rates in an easy and usable manner.

Incentivized

• With 8 Systems the ROI is substantial, for every call saved, hundreds of dollars are saved.
• Providing just in time assistance with task and eliminating the search of 15 to 20 minutes to discover how to do something not only saves time, but dollars.
• Productivity increases, learning is adaptive and both are wins in ROI.
• Whatfix has paid for itself - over and over again.

Incentivized