Nexthink Workplace Experience is a cloud-native platform allowing IT teams to manage the Digital Employee Experience (DEX) by providing insights across devices, applications, users, operating systems, locations and organizational units.
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UserGuiding
Score 9.9 out of 10
Small Businesses (1-50 employees)
UserGuiding helps companies to improve product adoption by designing interactive user onboarding flows. Non-technical people can create step by step product walkthroughs, without any coding. UserGuiding also provides analytics to track the performance of the tours, segmentation to create more personalized experiences, NPS for capturing feedback, and onboarding checklists for a wholesome onboarding experience. From Red Ventures to Young Capital, thousands of companies trust UserGuiding.
I've been managing desktops for 20+ years and Nexthink was the missing tool out of my toolbox. Just to give some perspective, if you were building and maintaining a house, Nexthink would be comparable to switching up from a hammer and nails and to full blown using a nailgun. Nexthink is a solution accelerator and a well thought out toolset to give you the customer experience at a glance. It allows for so much more visibility just with the default set of data points the Collector (agent) gathers, which is A LOT, and grants you the ability to gather even more data with remote actions. All of this evidence cuts how the "it could possibly be this" and "maybe it's that" discussions when you're troubleshooting an issue. It may not provide the exact answer all the time, but it gives you a "compass point" on where you need to start looking to resolve the issue. Also the service monitoring, activity monitoring, and critical event thresholds really empower the teams to know when a problem is happening and they can get ahead of it before the first call even reaches the Help Desk. Nexthink is a cornerstone tool in our environment for end user experience and I'm excited to see where the go next.
I would recommend this to teams who have multiple people who can work together in getting the necessary source codes input, the guides built, and the parameters identified. I would also recommend this product to anyone who is primarily concerned about price. Compared to competitors, the price vs the feature set was by far the best out of the 6 companies I demoed with. If one person is trying to get this set up and it isn't part of their full-time job, it will take a while because there is a pretty big learning curve as to what order to do things. Further, once the basics are set up, it does take a fair amount of time and testing to build the walk-throughs, especially if you want to use advanced logic
The on-premise solution can be slow at times and resource-demanding even on newer laptops. (This isn't the case with the cloud offering.)
Some useful features are only available to cloud customers.
Library pack configuration could be made easier, often these packs require some customization and it's not always clear how to get them up and running after importing.
The initial setup process isn't as transparently intuitive as it was sold
It's a fairly large barrier to entry for one person to get the guides set up
We weren't instructed how to 'turn off' the URL hits until we had our parameters segmented so the first two months we hit our limits before anything was even launched on our end. That made testing hard.
Nexthink had better integration and a better user interface. 1E did not have the engagement capability which is so critical to many of the actions we complete using Nexthink. Nexthink had better trending data capabilities. 1E did not capture and hold data the way Nexthink does so all data assumes you are able to pull information from all systems at any time. with remote systems it is unlikely you will capture all systems at the same time so it makes any actions less effective. this review was performed 4 years ago so 1E may have addressed some of these limitations but Nexthink has also grown and continues to add and improve on their industry-leading capabilities.
By far the best price for the available features. They had a really easy demo scheduling process (and had availability to demo within a day or two where some of the other products were a week+ to schedule). You can build unlimited guides and if you don't hit your user limit because you failed to identify target parameters at the start, that is a huge selling point ;)
SCCM proactive remediation: Automatically resolving hundreds of SCCM issues per month
Hardware: Identification of over $5m cost avoidance by seeing a lack of usage for 128GB SSDs - no need to upgrade to 256GB... coupled with OneDrive migration packs in the Nexthink library this is valuable.
We lost two months due to running out of 'hits' before we were able to target the right fields. This was partly our fault for not having enough time to dedicate to it, but it would have been helpful to have a 'pause' button or be told to look out for this scenario.
We canceled our account after 4 or 5 months because I, as the sole user on our team, didn't have nearly enough time to build out the guides the way we had envisioned. It wasn't quite as easy to understand as I'd hoped. It was doable, but a slow process and I got too busy with other pressing issues with my company.
It would have been a good ROI for the available features and price if I'd had a solid amount of time to really build it out and understand it better. The training options could have been a lot more user-friendly to help bridge that knowledge gap.
