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Whatfix

Score9.9 out of 10

41 Reviews and Ratings

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What is Whatfix?

Whatfix is advancing the "userization" of application technology, by empowering companies to maximize the ROI of digital investments across the application lifecycle. Powered by GenAI, Whatfix’s product suite includes a digital adoption platform, simulated application environments for hands-on training, and no-code application analytics.

Whatfix enables organizations to drive user productivity, ensure process compliance, and improve user experience of internal and customer-facing applications.

With seven offices across the US, India, UK, Germany, Singapore, and Australia, Whatfix states they are currently supporting 700+ enterprises, including companies like Shell, Microsoft, Schneider Electric, Cisco, UPS Supply Chain Solutions, and Genuine Parts Company. Backed by investors such as Warburg Pincus, Softbank Vision Fund 2, Dragoneer, Peak XV Partners, Eight Roads, and Cisco Investments, software clicks with Whatfix.

Categories & Use Cases

Media

the analytics of the Whatfix Digital Adoption Platform, that help determine what’s working (and what’s not) so adjustments can be made to DAP content as necessary
Whatfix's Analytics. This produces reports on flow usage, queries served, drop-offs, and other engagement metrics
Beacon - Used to create alerts to guide users to changes and new features
Data validation - Tells users in real-time if the data they entered is accurate, based on pre-established criteria
In-app guidance - Step-by-step guided walkthroughs to take the user through every step of a task
Self-Help - Self-service support contextualized based on user role and location in the application
Survey - To obtain direct feedback from users via surveys and gather information to update training and guidance features
Tasklist - For tasks that new users need to complete in order to get started with the application
Unsuccessful search terms - These identify gaps and optimize Help content using the 'Unsuccessful search terms' metric

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Reviews

What users are saying about Whatfix.
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Whatfix is now my go-to DAP tool for small, medium and large enterprises!

Verified User
Team Lead in Information Technology (11-50 employees employees)

Use Cases and Deployment Scope

We are developing software to support an emerging market of investment in biodiversity. New regulations to comply with, confusing new business processes and disconnected stakeholders. We want our users to efficiently, smoothly and successfully complete these processes so they can grow their own businesses whilst also benefitting our environment. Implementing a good digital adoption tool will be key to guiding users through our software, clever self-help related to the user’s current step/page and on-screen hints to speed up a user’s journey through the process.

Pros

  • Understanding the unique needs of this new emerging market and unfamiliar business processes.
  • Fantastic professionalism from all the Sales team and Professional Services team, right from our first enquiry via their website.
  • Providing a structured onboarding process and strong project management offering which helps us feel confident we will achieve our goals with Whatfix, despite our ambitious delivery timeline.

Cons

  • Although there are AI-type capabilities in Whatfix, we are keen to look at using voice recognition to allow users to complete forms or ask questions of the self-help tool. It is probably already on their roadmap....

Return on Investment

  • We have not yet launched our software but we look forward to quick onboarding times for new users, self-service help being able to resolve 99% of user queries and no need to hire an army of support personnel.

Usability

Alternatives Considered

WalkMe, Product Fruits and Pendo.io

Great tool for setting up integrated guides and self-help tools, as well as gathering data and insight

Verified User
Manager in Product Management (1001-5000 employees employees)

Use Cases and Deployment Scope

Whatfix helps our bank with providing a tool to allow our users to self-train and self-service various products

Pros

  • User interface and design
  • Easily integrated into our systems
  • Intuitive back end tools
  • Metrics and reporting
  • Servicing and support
  • Professional Services

Return on Investment

  • Reduction in calls to support teams
  • Operational efficiencies
  • Easier to train clients

Usability

Fair priced DAP

Incentivized
Verified User
Employee in Information Technology (51-200 employees employees)

Use Cases and Deployment Scope

To onboard new customers, guide existing customers in using our SW, remind seasonal users of standard procedures, and announce new features or functionalities.

Pros

  • Popups - With the newest releases, not only do I have a better GUI, I can configure them better and dynamically.
  • Beacons - When web elements have stable IDs, they work well and are easy to deploy.
  • Support - Although it takes time mostly to get a working solution, there are many ways of getting help and support.

Cons

  • Out of the box configurations - For every error encountered, I have the feeling there is no standard solution to the same problem and something has to be done from the back end. This costs so much time is is very frustrating for I would rather solve my own repeat problems if there was a straight forward way to do this.
  • SelfHelps - It does not matter the configuration, they ever feel unstable.
  • Flows - the JQUERY functionality meant to make flows stable by using IDs, is the most unstable feature.

Return on Investment

  • Positive. We have less support tickets to handle.
  • Negative: Due to the amount of time it takes to create, deploy and maintain content, this costs the company lots of work hours.

Usability

Alternatives Considered

Pendo.io and WalkMe

Other Software Used

MadCap Flare, Miro

Enhancing Training Outcomes with Whatfix’s Flexible Deployment Solutions

Verified User
Director in Product Management (11-50 employees employees)

Use Cases and Deployment Scope

In our organization, Whatfix is used to streamline and enhance training and onboarding processes by providing interactive, in-app guidance and learning tools. It addresses challenges such as complex software adoption, user training, and knowledge retention.The platform simplifies the learning curve for new employees and customers, ensuring consistent and effective training. Key use cases include creating step-by-step walkthroughs, providing contextual help, and offering on-demand resources for both internal teams and external users, resulting in improved engagement and productivity.

Pros

  • Interactive In-App Guidance
  • Customizable Content Delivery
  • Analytics and Insights

Return on Investment

  • Reduced Training Costs: By cutting traditional training time by 40%, Whatfix has saved significant resources while increasing learning efficiency.
  • Improved User Productivity: Faster onboarding and fewer errors have led to a 25% improvement in user performance metrics, directly contributing to operational efficiency.
  • Decreased Support Requests: Self-service guidance has reduced support tickets by 30%, freeing up teams to focus on strategic initiatives and cutting support costs.

Usability

Whatfix is the solution we didn't know we needed until we found it!

Kirsten Schwenn
Instructional Designer at Ameris Bank (1001-5000 employees employees)

Use Cases and Deployment Scope

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.

Pros

  • 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!

Cons

  • 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.

Most Important Features

  • No hidden or extra costs
  • Ease of use and implementation
  • Excellent support

Return on Investment

  • Team members spend less time helping each other to use Salesforce.
  • Customer-facing employees provide service more efficiently without having to ask for help.

Alternatives Considered

WalkMe

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