Likelihood to Recommend Well suited for real time customer support needs - that's where it really shines. Well suited for proactive outreach and the ability to gather feedback from customers + surveys. Less appropriate for a non techie company to set it up, basically any sort of changes in integration have to be done by an engineer.
Read full review 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.
Read full review Pros Intercom's ability to centralize customer communication is a game-changer. Intercom's automation features have saved us time and streamlined workflows. Help desk for users. Intercom seamlessly integrates with a variety of other tools and platforms, enhancing its functionality and making it a central part of our tech stack. Read full review Whatfix is a vendor that listens to their client, understands their business challenges, and works with them to achieve their goals. Feature enhancements are released every quarter, often with significant functionality improvements. The support and engineering teams are outstanding - responsive, helpful and nothing is ever too much trouble. Literally, second-to-none! Read full review Cons The AI tools should have a make shorter option The research is difficult compared to other platforms such as Zendesk where it is easier to find stuff (accounts, emails, messages...) I know that you could integrate better AI tools! The chatbot is amazing, so I'm just missing more AI tools to increase productivity Read full review The possibility to select content/widgets at the time for "push to production" (some we would like to p2p for one single content, that is not possible at the moment). I wish the filters in the dashboard would stay when you choose a content, currently you have to filter again and again. In the analytics area, I would like the system to remember this for a certain time window after selecting the start date. Read full review Likelihood to Renew We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
Read full review [We feel like] even though Whatfix has its flaws, we are impressed by the speed of development [and] their openness about their future improvements, [but] most important their proactive customer service and customer success team. Whatfix acts more like a partner than a supplier of a 3rd party tool, and we welcome that experience.
Read full review Usability Everything is very straightforward and easy to see, explore, and use. Intercom provides walkthroughs and helps guides in case something is not apparent to the user and has their agents available to help. I always feel confident when exploring new features or making changes that I can have it accomplished due to the service they provide.
Read full review 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.
Read full review Reliability and Availability always there
Read full review Performance works perfect
Read full review Sometimes there is a delay to showcase all whatfix elements
Read full review Support Rating Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
Read full review Whatfix is THE best vendor I've ever worked with when it comes to supporting their customers. The support team is friendly, helpful and always willing to listen to your suggestions and ideas. This also applies to the Engineering team who I've spent several hours on calls with debugging a few of the more challenging scenarios we have in place. Nothing is ever too much trouble for Whatfix and they are truly best-in-class when it comes to their support model.
Read full review Online Training Easy to know the learning path
Read full review 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.
Read full review Implementation Rating The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.
Read full review 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.
Read full review Alternatives Considered We've used both Drift and
Salesforce chat at Owl Labs in the past, and I didn't find them to meet our needs or customer needs the way Intercom has been able to. Intercom ranks higher for us regarding Integrations offered, customization, AI functionality, and user-friendliness. In the past, if chat visitors would click around our website, they'd have to start their chat over again from the start and lose their communication history with us. We also found that
Salesforce chat did not have enough customization that we needed. One small example is that in Intercom, you can see when another teammate is looking at a chat and tag them in notes to collaborate. We didn't have access to anything like that when using
Salesforce chat. Intercom has made it easy to work alongside one another to be more efficient.
Read full review There is no comparison - Whatfix is the clear winner with us from the very beginning. As Whatfix continues to grow and innovate their product, engage with it's customers on a level beyond any I have every seen. They work as Partners with us, their teams from bottom to top are incredible - Customer Service, Collaboration Teams, Innovation, Sales, Success Mangers and everyone I missed are incredible. One team in particular I want to call out for there outstanding service, care and innovation to help us launch one of our systems is the Professional Services Team. Ganish, Joel, and everyone else who has been on our calls and worked behind the scenes to hit our incredible tight deadline in August - KUDOs for a job well done, You ROCK, THANK YOU words cannot describe how great you guys have been with us on this project, but on all of them. Whatfix's team definitely understands, the customer is first, they align with our values and we will continue to grow with them
Read full review Return on Investment I like how easy it is to spot the user data needed to assist our members. Love how easy it is to link articles on the chat that will help both us and the customers. I like that the sales force or the tickets is already connected on the chat Read full review The hope is that it will make claiming expenses easier for employees which would allow them get on with their jobs and also take a number of basic queries away from the administrative team. Actual numbers are yet to be determined. Read full review ScreenShots