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Outstanding Support and Engineering: Reviewers consistently praise Whatfix's support and engineering teams for their outstanding, …
Overview
What is Whatfix?
Whatfix is a SaaS-based platform that enables businesses to create real-time interactive guides on their application. Whatfix can be integrated with ease across all user touch-points inside any platform across the web and desktop. Whatfix helps businesses with:Simplifying User Onboarding…
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What is Whatfix?
Whatfix is a SaaS-based platform that enables businesses to create real-time interactive guides on their application. Whatfix can be integrated with ease across all user touch-points inside any platform across the web and desktop. Whatfix helps businesses with: Simplifying…
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For the latest information on pricing, visithttps://whatfix.com/pricing
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whatfix assistant demo - v0.1
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Learning on the job with Whatfix on Salesforce/Connexys platform [Demo]
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Product Details
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What is Whatfix?
Whatfix is a SaaS-based platform that enables businesses to create real-time interactive guides on their application. Whatfix can be integrated with ease across all user touch-points inside any platform across the web and desktop.
Whatfix helps businesses with:
- Simplifying User Onboarding
- Making Employee Training Quicker and Effective
- Reducing Customer Support Costs by Making Platforms/Applications Self-serving
Whatfix key features and advantages include:
- Real-time Interactive Guides: Create personalised onboarding programs, engage new users and retain them effectively.
- Smarter In-app Training: Increase effectiveness of employee training programs with our in-app guidance system. The step-by-step guidance system can train employees on how to complete different tasks, e.g.Salesforce training, Microsoft Dynamics training.
- Improve Support with self-serving widgets: Add self service capabilities with our widgets to reduce your over support overhead and effort.
- Create documentations quickly and easily: Our interactive guides can be converted into multiple interactive media formats that can be easily embedded or exported as documentation.
- Multilingual support - Support your users across geographies. Whatfix enables you to engage your users with guides in multiple languages.
Whatfix Screenshots
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Whatfix Integrations
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Whatfix Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | No |
Frequently Asked Questions
Reviewers rate Usability and Support Rating and Implementation Rating highest, with a score of 9.1.
The most common users of Whatfix are from Mid-sized Companies (51-1,000 employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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Outstanding Support and Engineering: Reviewers consistently praise Whatfix's support and engineering teams for their outstanding, responsive, and helpful assistance. Multiple users appreciate the high level of support they receive from these teams, making them an invaluable resource.
Frequent Feature Enhancements: Many reviewers express appreciation for the frequent feature enhancements and functionality improvements that Whatfix releases every quarter. The regular stream of updates ensures that users can continually benefit from new and improved features, enhancing their experience with the tool.
Straightforward Pricing: Users find Whatfix's pricing to be refreshingly straightforward without unnecessary add-ons that other competitors charge for. This transparent pricing structure has been positively received by multiple reviewers, allowing them to easily budget for the tool without any surprises or hidden costs.
Dashboard Clunkiness: Some users have found the Dashboard to be clunky in certain areas, causing inconvenience. They have experienced difficulties navigating and performing tasks efficiently.
Filtering Inconsistency: Several reviewers have mentioned that the filters in the dashboard do not persist when selecting content, requiring them to repeatedly apply the desired filters. This inconsistency hampers their workflow and adds unnecessary frustration.
Analytics Improvements Needed: Users have expressed the need for improvements in analytics functionality. Specifically, they would like the system to remember their selections for a specified time window after choosing a start date. This would enhance their ability to analyze data effectively and save time by eliminating repetitive selection processes.
- Users recommend taking advantage of the amazing customer support offered by Whatfix. They have found the customer support team to be extremely helpful and responsive, making it worthwhile to reach out to them for any questions or issues.
- Starting early when using Whatfix is recommended. Reviewers advise beginning the implementation process early to ensure a smooth rollout and to take full advantage of the features and benefits of Whatfix.
- Users suggest identifying core issues and using Whatfix to help resolve them. They recommend utilizing Whatfix as a tool to identify and address the main pain points or challenges within their organization, such as onboarding or training difficulties, and leveraging the platform's capabilities to find solutions.
Attribute Ratings
Reviews
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Score 10 out of 10
Vetted Review
Verified User
We implemented Whatfix on Salesforce after we rolled it out the previous year. Whatfix provides in-app assistance with detailed, complicated tasks through flows and smart tips. We also use Whatfix to announce updates and upgrades with beacons and pop-ups. Across the company, time spent helping users with Salesforce has decreased, and users are able to help themselves more readily, which helps improve the customer experience we strive to provide.
- The widgets offer many possibilities to help users do their jobs more efficiently and with less stress.
- Pricing was straight-forward without all the add-ons competitors would charge.
- Most importantly, Whatfix's team members are kind, helpful, hardworking, and innovative! They are always upgrading and improving the tool. They find solutions to problems which would otherwise stress us out! We have never had such a positive vendor relationship!
- Although creating content is easy, it's not always as easy to make it work and appear correctly. (Thank goodness for the excellent Whatfix support team, though!) I just wish it was easier to do everything myself.
- Being a bank with stringent security requirements, we struggle with being able to grant system access to the Whatfix team to help us set up new systems and create content. This is not a "con" against Whatfix per sae; it is just a fact that we must work around.
May 24, 2023
Great Experience with Whatfix
Score 10 out of 10
Vetted Review
Verified User
We initially implemented Whatfix to help reduce the number of support tickets we receive regarding our CRM. We were able to create content in Whatfix for users to answer questions regarding processes, inputting data, viewing reports, etc. One of the main benefits was it provided 24/7 instant support for our users. Next, we introduced Whatfix as part of our new hire training for the CRM. It's been a great way for new hires to learn at their own pace and because of their positive experience during the onboarding period, they are more likely to refer to our Whatfix content before opening a support ticket.
- Account Management teams are customer-focused and always attentive to business needs
- Regular feature enhancements
- Technical Helpdesk is incredibly fast to resolve open tickets
- Sometimes buggy, but it's quickly resolved when I submit a support ticket
Score 10 out of 10
Vetted Review
Verified User
We use WhatFix for user adoption in a Contract Lifecycle Management tool at our organization. The tool helps users by providing guidance within the application by way of flows, smart tips etc.
- Support team is very good and knowledgeable
- Manages expectations of customers
- Constant improvement of product platform
- Webinars
- Address other time zones for Webinars
- to offer more fonts across the themes
- Some themes are centralized and not specific
October 29, 2021
Whatfix Review
Whatfix supported the digital adoption of our new HR IT system through 'Self-Help' guidance for our office based Colleagues and all Hiring Managers.
- Allows uses to self service help and guidance on common tasks
- To add in fast solutions in sticking points in our new HR IT system
- Create training content
- To communicate to our users about system downtime or new features
- More customisation of elements
September 13, 2021
Great implementation with Whatfix
Score 10 out of 10
Vetted Review
Verified User
We use Whatfix on our CRM System. So the whole organization can use and have the benefits. We explain not well-known processes, new features, and link[s] to existing information materials.
- Great training sessions
- Fast reaction on questions
- Close personal contact
- Nice to have: different design options for smart tips (you have to decide for one configuration which is valid for all)
- Nice to have: free choice where to show the self help
- Nice to have: possibility to save filter, for example in Analytics
September 13, 2021
Feedback Whatfix
Score 8 out of 10
Vetted Review
Verified User
Whatfix is used to support digital learning for our CRM tool. The users are mainly active in sales. We mainly relied on the possibilities of Whatfix to control and also inform the users of the tool, especially how to use it. The main tool we have discovered is the "Self Help" with different contents. For further topics, we will also use the "Task List".
- The possibility to explain content in different ways
- The handling is very easy
- The support is very good
- 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.
September 13, 2021
Experts in Digital Adoption!
Score 10 out of 10
Vetted Review
Verified User
Whatfix is being used within our Global Sales Excellence team as part of our centralised training team technology stack for Sales tools.
Whatfix is helping us address some of the end-user frustration they are faced with when working through complex or lengthy processes. We've cut our training material creation time hugely by benefitting from the multi-format output capabilities that Whatfix offers.
We are also helping our internal sales operations teams increase their efficiency by making Whatfix work for them, using automation capabilities to reduce some of the clicks and field population on predictable, [epetitive] processes.
- 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!
- The Dashboard (Administration Console) is sometimes a little clunky in some areas, but nothing causes any significant pain.
- Still, I've been working with Whatfix constantly over the past few years on many platform enhancements to make it a more efficient and effective experience for Content Creators and end-users alike.
July 19, 2021
They really fix the what in your product
Whatfix is used by the product team and we have implemented the tool for our web and mobile app.
We are using it for user onboarding and customer self-service. It is not only important for the customer to solve their problem or understand a flow right then and there it also frees up time for Customer Success Executives. Our goal is to increase the adoption and retention of our enterprise product.
We are using it for user onboarding and customer self-service. It is not only important for the customer to solve their problem or understand a flow right then and there it also frees up time for Customer Success Executives. Our goal is to increase the adoption and retention of our enterprise product.
- Customer support
- Take feedback and improve on it.
- They try their best to bring you a solution.
- 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.
July 04, 2021
Whatfix Feedback
Whatfix is used as an interactive assisting feature on the platform. It is used to assist all the customers of the organization. It helps the customers in using the platform.
- Create interactive guidance.
- Create pop up notifications, videos, etc.
- Add its own survey feature.
- Automatic translation.
June 29, 2021
No/Low Code tool for Customer Service - Whatfix
Whatfix is used to provide the app tour for our SaaS product. We also use it for step-by-step user flow execution. In our financial products, it is used for customer communication and highlighting new releases.
- There are multiple templates and customization to make the widget consistent with your design.
- The guided popups identify the element very well to ensure they appear at right place and point to correct element.
- The user segmentation feature helps in displaying flows specific to user needs.
- Few advanced functionality like user segmentation etc require help from Whatfix support team. It should be easy to use.
- If we get option to define CSS of the widget, it will blend further better.
June 22, 2021
Great tool for user adoption and training
We had used Whatfix to train our client for newly implemented software. We had used this to train their employee to use the new software. Our product development team used this to train the client and their employees on the features of the software. This is the best for knowledge management. It really reduced our time, the manpower cost, and travel cost to train our clients for the newly implemented software.Also, our HR department used it to help employees to adopt a new platform.
- Excellent customer support from Whatfix
- Quickly create guides in various languages
- You can easily convert guides to PDFs and videos in a few clicks
- Whatfix is user friendly
- Need to improve the analytics
- Need to improve on automatic translation
- Integrations table is getting harder to manage
- Need to improve UI/UX
Score 8 out of 10
Vetted Review
Verified User
We use Whatfix to serve our user base with guided instructional tours. It is mainly being used by the digital and marketing departments. We have a number of tours to help our learners onboard onto our system and for releasing general notices and alerts. We plan to do more with it as we get more comfortable with understanding the needs of our users and the features of Whatfix.
- Ongoing support
- Features
- Listening to clients
- Some limits around the product
- Analytics
Score 8 out of 10
Vetted Review
Verified User
As a SaaS-company with a portfolio of applications, we currently deploy Whatfix as a tool to provide contextual step-by-step guidance for our users as a supplement to our existing support channels on one of our applications. It simply enables us to provide 24/7/365 in-app help through a one-stop-shop solution - in other words, our users never need to leave the application to receive the help they are looking for. As we learn the capabilities of Whatfix, we expanded the use of the tool on the application to also include onboarding of users and introduction of new features and changes. We expect to extend the use of Whatfix to other applications in our portfolio too to e.g. migrate users from legacy applications to new applications.
- Best-in-class Customer Care. Customer Service and Customer Success are doing an excellent job at helping us [get] the most value out of Whatfix. Personally, I've learned a lot about working with a DAP that goes beyond the current implementation and they are great help in terms of fresh ideas, ways to measure, etc. Very proactive.
- Open platform and API. Whatfix integrates out-of-the-box with common enterprise tools like Confluence and Amplitude. You can even tap their API to pull reports and create static content and delete Whatfix content.
- Continuous feature development and improvements. After using Whatfix for roughly 1½ years, we first-handedly experienced how Whatfix keeps on improving and adding features, making it more and more useful with each iteration.
- Point and click content creation. Creating content is as easy as pointing and clicking inside your own application, or in case of popups, selecting a template and customize it to your needs.
- Advanced customizations. If you "speak" JavaScript, you can customize the experience with Whatfix even further without needing to do changes to your applications code.
- How no-code the experience with Whatfix is really depends on your application. As one of our applications relies on nested iframes, not everything worked out-of-the-box and we had to spend time on debugging and doing advanced customizations. Though the support team at Whatfix has been very helpful in solving these matters, it still made it difficult for us to delegate the work to coworkers with less technical experience.
- Prone to bugs. While no platform is perfect, we unfortunately had some cases where bugs broke popups and guides for our users.
- Look & feel customization can be restrictive and inconsistent. Depending on what kind of content you create, you have more or less options to customize the look and feel of the content. E.g. popups have a dozen of pre-configured templates and the possibility to edit the style based on HTML, CSS, and Javascript (JSX), whereas Task Lists have less options to be configured. Though I was informed that Whatfix will improve this in the near feature.
May 10, 2021
Powerful tool with robust features!
Score 10 out of 10
Vetted Review
Verified User
We are using WhatFix to provide client-facing help documentation for a new [product] we are releasing.<br><br><div>We are using WhatFix’s flows to replace knowledge base articles.</div>
- Customer support
- Ease of use
- Robust tool
- Lack of ability to add custom buttons in a pop-up
April 26, 2021
A useful tool with great customer support
Whatfix seems to be a very flexible tool and can easily handle so many complicated scenarios. It always comes up with new features and functions which is very exciting for users. It is mostly being used by the product team so that they can introduce new features to our customers.
- Content creation efficiency is great.
- Content creation doesn’t necessarily requires a technical background.
- Widgets can be customised.
- More features for widget customisation.
- Flows can be configured in a better way.
- Introduction of mobile application would be great.
April 23, 2021
Whatfix for Higher Education
[Whatfix] is used across whole organization as this is an amazing digital platform and provide an easy to use and newly discovered onboarding. It also powers up software's by allowing simplicity. Besides my organization there are many other enterprises that are deploying [Whatfix] because of its usage and productivity. Would surely recommend this to MNCs.
- Minimal Team
- User friendly
- Close relationship with users.
- Trainings required
- Some automation can be done
- Manual working can help in better selection.
March 25, 2021
Whatfix--very capable and flexible
We are currently using Whatfix to help train our users how to use our product. We typically use flows, beacons, and pop-ups to achieve this. At this time, Whatfix is primarily being used by our product team to introduce new features to our users, but we hope to expand the usage to other areas of our team like implementation and training.
- Customer support is excellent, very responsive, and helpful
- The Whatfix tool is very flexible and can handle many complex scenarios
- The Whatfix tool is continuing to evolve with new features
- Some of our more complex flows required engineering support to build and while we we were successfully able to achieve our objective, it was not 100% clear how it was done.
March 20, 2021
Customer experience is great
Accelerates the adoption of new software and users depend less on trainings. Also, with Whatfix, we have been able to have all the knowledge on how to use our platform for videos and PDFs. This is great for knowledge management. As a company, we are depending less on training as well. Human resources are using it to help employees to adopt a new platform.
- WhatFix is extremely easy to use.
- Minimum IT team intervention required.
- Customer success manager and support team worked very close.
- There are some features that I expected to be done automatically, and we had to do some manual work to get the right setup regarding our use case, which was to deploy most of our training through Whatfix.
March 18, 2021
Easy to use, plenty of features, 1st-class support
We use Whatfix to assist our customers who use our web-based Portal for invoicing. Using Whatfix we provide users with self-guided tutorials for their most common tasks. Occasionally we use a pop-up to make an announcement, or a SmartTip (some information shown on mouse-hover) to provide additional context or help.
- Easy to use
- Excellent customer service
- Range of features
- Excellent support documentation
- Highly customizable
- Good reporting capabilities
- Initial integration was very easy
- Preview mode makes testing content very easy
- 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.
December 31, 2020
Collab's review of Whatfix
Currently Whatfix is being used by me alone though we are looking to expand to maximize the amount of features at our disposal by Whatfix in other departments as well.<br><br>Whatfix blends well with our solution and allows for a better explanation and step-by-step training. In the future we hope to use it as well to call attention of new and experienced users to new features developed as well as news from the company.
- Very intuitive.
- Great support.
- Several features.
- Automatic translation.
December 15, 2020
A great product with great customer support
We are currently using Whatfix to help new users navigate through our trial offerings that are managed by the Sales Department. It is helping us address the need for users to quickly feel comfortable in a robust system.
- Automated Walkthroughs. The walkthrough engage our users to allow them to quickly navigate and evaluate the system. Our team gets less questions and spends less time onboarding.
- Easy to set up. The simplicity of setting up flows means less time I spend setting things up and managing it so that I can spend more time in our sales process.
- Excellent Customer service. This is a big win as it is great to have a great team behind you. If I have a problem it is resolved quickly and any feedback I submit is listened to and often incorporated into the product.
- Recently, they enhanced the ability to customize the look and feel of their flows. This was the only complaint I had. I let Whatfix know and they developed a solution. There is still no gradients but I can customize everything else.
November 16, 2020
Turn down the noise!
Whatfix is used to onboard and help approx. 400 partners to report their business data to the investing organization.
- Great adaptive skills, the technical team in Whatfix does a great job in catering to all requests of the implementing team.
- The possibility to add information to any field required has been a great help to our users.
- Analytics on the help material usage is very insightful and helps to decide which parts to extend and which to keep as is.
- A sandboxing environment within the Whatfix solution on the client application would be nice. To give users the option to try & test in a sandbox environment without immediately working in their production environment.
November 16, 2020
Insightful help at users' fingertips
Score 9 out of 10
Vetted Review
Verified User
We are using Whatfix to guide users of our lead-to-cash implementation of Salesforce. This allows task-based learning to take place for users requiring a refresh or newbies entering the company.
- User guidance at first task execution
- Organizing digital learning
- Version deployment was complicated for us
- The UI is still OK, but not cutting edge
November 06, 2020
Whatfix - What's under the hood? Amazing Software, Extraordinary Customer Service, and Creative and Innovative Employees
Whatfix is being used on 8 different systems currently with an additional 4 to 5 going live within the next year. We are primary using it to align just in time assistance to our employees for new or updated system implementations.
- 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
- When I first started working with Whatfix, no coding, well that was right but some of their information was written somewhat in code language. That has been evolving and they have an incredible team who has been working on making it read - in plain English as I call it.....Thank you!
October 28, 2020
Great Product and Fantastic Customer Support
As a SaaS company, we use Whatfix to train our external customers to use our software when they are onboarding and as they learn more advanced features. It addresses answers to routine questions about how to complete a process or what a particular field means. We utilize their smart tips and walkthroughs the most to accomplish this.
- Smart tips are easy to use and have a high usage rate by our customers.
- Whatfix's customer support team is always responsive.
- Once you understand your own company's software limitations, the process for creating walkthroughs is simple and mostly straightforward.
- The team is always receptive to feedback and suggestions. They've made a lot of improvements and added many new features in the last year.
- At times, Whatfix can be buggy, which has resulted in walkthroughs no longer working, or formatting to change without any changes on our end. This can be frustrating.