What users are saying about
3 Ratings
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Top Rated
23 Ratings
3 Ratings
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Score 8 out of 100

Whatfix

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Top Rated
23 Ratings
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Score 9 out of 100

Likelihood to Recommend

Paligo

Before I took the intermediate training, I was so frustrated with Paligo that I mentioned it negatively in a networking event. Now that I have taken the training, I will be correcting that comment at the next one. :)However, part of what I inherited was a badly managed library, and I am working hard with my fellow writers to restructure and re-present the content. I have only been working with Paligo for a month and a half, and while it's been a struggle to get here, I'm glad I learned it so that I can truly utilize its content reuse strengths across three different product lines. It probably would not be ideal for desktop layout or on-demand production environments.
Monica White | TrustRadius Reviewer

Whatfix

From our experience, Whatfix is well-suited as an on-demand self-help and onboarding tool. Depending on your goals and your application - the implementation of Whatfix requires more or less technical experience. In cases where information in your application is consistent, I highly recommend the use of Whatfix. In applications where information can be manipulated dynamically (e.g. users can customize the look and feel of the application), I would suggest to have a person or cross-functional team that knows a thing or two about JavaScript and API's. The more you are aware of your own applications technical setup and the requirements from stakeholders (e.g. customer success, customer service, product teams) the easier it is to get the full value of Whatfix.
Anonymous | TrustRadius Reviewer

Pros

Paligo

  • Topic reuse - many of our tutorial and how-to articles include procedures with the same first steps. Reuse allows us to create these steps once, including images, and reuse them in as many articles as we need.
  • Single sourcing - At any time if the text or images in reused topics need updating, we just update the original topic and the changes reflect in every article that uses that topic.
  • Content management - the topic and media management is excellent. we can organize however we need, rename topics and images as needed and move them around within the folder structure without breaking any links to the topics / articles they are used in (each topic and asset has a unique ID number that doesn't change, allow us to rename and move assets to best suit our needs)
  • Filtering and variables - we can create a single topic that includes all the information for different markets (in this case, different content for accounts in different countries) and by using filtering and variables when building the content and in the publishing workflow I can publish just the US content to our US help center, the UK content to the UK help center, and the Australian content to the Australia help center, but using manage a single article within Paligo itself.
  • Translation and localization workflow - the translation workflow (sending topics to be translated into another language) and localization workflow (publishing the same content in multiple languages) works well within the ZenDesk integration. It uses the ZenDesk localization settings to ensure the proper translation ends up in the correct articlein Zendesk.
Sarah Holdgrafer | TrustRadius Reviewer

Whatfix

  • Customer Service is unmatched by any company I have ever had the pleasure of doing business.
  • Innovative - They never stop improving and innovating on their product to make it easier for the end user.
  • Professional Services Team / GB and TEAM absolutely ROCK!
  • The entire Whatfix organization is customer focused and is always thinking of new ways to help us. They just don't allow you to purchase the product and go your own way, they continue to work with you - 2 years and still bi-weekly meetings. AWESOME
Anonymous | TrustRadius Reviewer

Cons

Paligo

  • The SaaS platform occasionally hiccups on us. This has never resulted in lost content, but we'll occasionally get "Cannot connect to server errors". Admittedly, this hasn't happened much at all lately.
  • The ZenDesk publication feature is great (no author Help Authoring Tool has it built in), but the feature set could be expanded.
Paul LaBarbera | TrustRadius Reviewer

Whatfix

  • Our Portal makes use of inner iframes, this can require some debugging on the Whatfix side to get things working correctly.
  • Segmentation is not ideal in our case, we have thousands of accounts we would like to segment between that functionality is not built-in.
  • Translations are difficult to manage and not possible to automate, manual download and upload of files is required.
Odhrán (Oran) Roche | TrustRadius Reviewer

Likelihood to Renew

Paligo

No score
No answers yet
No answers on this topic

Whatfix

Whatfix 9.1
Based on 1 answer
[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.
Anonymous | TrustRadius Reviewer

Usability

Paligo

Paligo 8.0
Based on 1 answer
I'm glad that it's cloud-based, so I can access it from home or work. But I do wish it were a little more intuitive on the front end for new users; the alt key is more useful than the ctrl key, initial layout is confusing until you learn the depth of the tools, and you really do have to take the $400 training in order to truly understand how to use the product. I don't know what my company pays for access to the software, but I know it's something.
Monica White | TrustRadius Reviewer

Whatfix

Whatfix 7.5
Based on 5 answers
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.
Angela Foster | TrustRadius Reviewer

Support Rating

Paligo

Paligo 9.9
Based on 2 answers
The support is quick, the team very knowledgeable and invested in my success. The only reason I didn't give it a 10 is because there is no chat support (yet). But, so far, the responses have been quick enough that hasn't been an issue
Sarah Holdgrafer | TrustRadius Reviewer

Whatfix

Whatfix 8.8
Based on 6 answers
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.
Anonymous | TrustRadius Reviewer

Online Training

Paligo

No score
No answers yet
No answers on this topic

Whatfix

Whatfix 7.3
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Paligo

No score
No answers yet
No answers on this topic

Whatfix

Whatfix 7.3
Based on 1 answer
We are slowly but surely having a solid foundation to stand on with Whatfix. We're at the tip of the iceberg. The more we understand, the better the tool works. To succeed, it is very important to have the following in place:
  • Know what to measure and how to measure. Have some baseline data.
  • Know that Whatfix is only as good as your own understanding of your application. Sometimes it is the code of your application that is the issue.
  • To be efficient, have a roadmap.
  • Communicate with your stakeholders - frequently and open.
  • Be iterative
Anonymous | TrustRadius Reviewer

Alternatives Considered

Paligo

Paligo is the only structured authoring tool that natively publishes to Zendesk. My team is forced to publish to Zendesk, so this was easy.
Paul LaBarbera | TrustRadius Reviewer

Whatfix

Great quality of support provided by Whatfix as I already mentioned. Looking at all the features it’s headed to the right direction. Very delightful in terms of the ease of use and setup. Meets all the requirements. Quick to respond to all the queries and questions whenever users get stuck in the middle of something.
Anonymous | TrustRadius Reviewer

Return on Investment

Paligo

  • I am not involved in the financial decisions for my company regarding Paligo; the decision to migrate our content to this environment predates my hiring. However, I know that the migration effort from WordPress to Paligo was an initially heavy lift, but any content migration effort would be. I believe that ultimately, getting our content out of WordPress was a positive move, and I look forward to seeing what Paligo will help us accomplish in the future. Sorry, no hard numbers from me. :)
Monica White | TrustRadius Reviewer

Whatfix

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Paligo

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Whatfix

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

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