Likelihood to Recommend
Paligo is particularly well suited for developing similar document sets for multiple products or product lines. It is not a page layout application, so don't expect the same capabilities as popular applications for graphics-heavy documentation. With some up-front time developing good layouts, however, Paligo does manage to create very usable PDF output for customer-facing documents.
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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 The review mode is super convenient. Comparing a snapshot of the previous versions with the current one clearly outlines the respective changes and reduces the necessary content to review tremendously. The option to reuse text fragments is another handy feature. Text fragments will be updated whenever the original text fragment is altered is also extremely helpful. Managing a content's structure was never easier. An intuitive drag & drop functionality allows you to design your document's structure however you like. You can also fork content, in addition to reuse text fragments. This is another helpful option that no longer requires you to create repetetive chapters over and over. 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 amount of CSS/JS required to customize a site's appearance can be cumbersome Product documentation can be lacking, specifically with integrations; in some cases, support offered no real help when trying to solve a problem with an integrated service Some features require extensive development experience to use, which can sometimes be an obstacle to less-experienced team members 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
Paligo single-sources beautifully. Allows for customization. Has the best translation features. Has the best support services.
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[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
Generally, I'm very happy with Paligo and the productivity gains that I get from using it. There are a few arbitrary limitations on structure, and when applying conditional formatting, that I don't really understand. Unlinking / editing reused text uses this broadly inscrutible colour-coding that I just hate. It would be nice to double-click a component, make edits, then respond to a popup asking if I want to confirm the edit for all linked content, or unlink this instance. Likewise converting from an informal topic insertion to duplicates of its raw contents.
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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.
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Sometimes there is a delay to showcase all whatfix elements
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All the support requests I've submitted have been resolved in one way or another. Sometimes it takes some back and forth, which is to be expected. This is where being on a different continent becomes a drawback. Since we became Enterprise users, we've also had an additional level of help and support from a dedicated account manager in the US, and the resolutions seem to come more quickly
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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.
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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
Everything went well
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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 moved from Flare to Paligo. One of the main reasons was the fact that Paligo is a cloud product. Collaboration with anyone outside of our team was more difficult with Flare. Also, maintaining a server for Flare content was going to become an issue, and overall I felt the Flare desktop product was prone to errors and issues. The flexibility of assigning Paligo licenses was a huge factor, as was the stability of the cloud platform.
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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 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. :) 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