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Whatfix

Whatfix

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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Recent Reviews

TrustRadius Insights

Outstanding Support and Engineering: Reviewers consistently praise Whatfix's support and engineering teams for their outstanding, …
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Great Experience with Whatfix

10 out of 10
May 24, 2023
We initially implemented Whatfix to help reduce the number of support tickets we receive regarding our CRM. We were able to create content …
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Great implementation with Whatfix

10 out of 10
September 13, 2021
We use Whatfix on our CRM System. So the whole organization can use and have the benefits. We explain not well-known processes, new …
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Feedback Whatfix

8 out of 10
September 13, 2021
Whatfix is used to support digital learning for our CRM tool. The users are mainly active in sales. We mainly relied on the possibilities …
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Experts in Digital Adoption!

10 out of 10
September 13, 2021
Whatfix is being used within our Global Sales Excellence team as part of our centralised training team technology stack for Sales tools.

Wha…
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Whatfix Feedback

9 out of 10
July 04, 2021
Incentivized
Whatfix is used as an interactive assisting feature on the platform. It is used to assist all the customers of the organization. It helps …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Pricing

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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…

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://whatfix.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Appcues is online software for creating in-product experiences such as user onboarding, feature announcements, etc. without writing any code. (The vendor believes it's the non-technical people who oftentimes have the best information about a software user's needs and desires.) The goal of using…

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Product Demos

whatfix assistant demo - v0.1

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Learning on the job with Whatfix on Salesforce/Connexys platform [Demo]

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whatfix Product Demo @ UnPluggd 7

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Product Details

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

Screenshot of The analytics of a Digital Adoption Platform helps determine what’s working (and what’s not) so  adjustments to your DAP can be made to DAP content as necessaryScreenshot of Analytics - Obtain reports on flow usage, queries served, drop-offs, and other engagement metricsScreenshot of Beacon - Create alerts to guide users to changes and new featuresScreenshot of Data validation - Tell users in real-time if the data they entered is accurate, based on pre-established criteriaScreenshot of In-app guidance - Step-by-step guided walkthroughs to take the user through every step of a taskScreenshot of Self-Help - Self-service support contextualized based on user role and location in the applicationScreenshot of Survey - Obtain direct feedback from users via surveys and use the information to update training and guidance featuresScreenshot of Tasklist - Onboard new users with a set of tasks that they need to complete in order to get started with the applicationScreenshot of Unsuccessful search terms - Identify gaps and optimize Help content using the 'Unsuccessful search terms' metric

Whatfix Video

Whatfix Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationNo

Frequently Asked Questions

WalkMe, Articulate Storyline, and Intercom are common alternatives for Whatfix.

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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Comparisons

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Reviews and Ratings

(37)

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!

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

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
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
WhatFix is well suited for use cases like change management and user adoption in a less intuitive platform where end-users are not technically savvy. Less appropriate for tools that are already very intuitive
  • Smart tips
  • Beacons
  • Advanced customization
  • Pop-up
  • Flow
  • NA
15000
2
Technical
  • Digital adoption
  • User training
  • Links to training materials
  • Announcements
  • Automated flows
  • Pop-ups for automated flows
  • Dynamic smart tips
  • Different languages using translation features
Amazing customer support, Diligent responses and great features of the product
No
  • Other
Not involved in the purchase
NA
  • Don't know
  • Not sure
Not sure
  • Online Training
Easy to follow
All good
No
No - we have not done any customization to the interface
Some - we have added small pieces of custom code
Good
No
Immediate responses, good knowledge about the product,
Don't know.
Yes
Yes.
A pop-up with automated flow had to appear at the right spot. A dynamic smart tip was to be configured for changing drop-down values.
For both the use cases, the team immediately understood it and fixed the issues using advanced customization exceptionally.
Simple to use. No code, low code. Easy stage pushes.
  • Push to ready, production
  • Whatfix studio
  • Launch live edit
  • Visibility rules
  • Page tags
Sometimes there is a delay to showcase all whatfix elements
  • Icertis
Not sure
  • Not at the moment
  • Javascript widgets
None so far
Not sure
Good touchpoint
Dont know
No
Yes
Yes
  • CLM dashboard easy to use
  • Better options in themes
Lee Glenn | TrustRadius Reviewer
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.
Whatfix is well suited to ensuring a smooth transition from users completing their onboarding experience, to using the platforms and tools that form part of their technology stack when going about their daily duties.

Our new user onboarding experience for Salesforce has been scaled back considerably, ensuring we are able to focus on the importance of doing things the right way and upholding our company values.

Whatfix takes care of the day-to-day scenario-based training and essentially does all of the heavy lifting that was previously part of our bloated LMS course.

Whatfix is also well-suited in scenarios where you've got labor-intensive or complex, lengthy processes that can be confusing to follow for your end-users. A mixture of guided flows, timely pop-ups, smart tips, and beacons can help users feel more comfortable when working [on] your platform.



  • Ability to automate/semi-automate Guided walkthroughs (Flows)
  • Whatfix always welcomes and takes action on client feedback which helps to drive the product roadmap
  • Whatfix listen to new concepts and use cases for their platform and help turn them into effective outcomes
  • It's very rarely hear Whatfix say "This isn't possible with our product"
  • 50% + time saved on content creation efforts, replacing traditional, static training materials with dynamic, multi-format output options
  • Enabled us to reduce our onboarding course from 19 modules to 6 modules
  • Huge reduction of up to 65% in [the] average time taken for a user to complete onboarding due to removal of 'How-to' training videos
Whatfix and WalkMe offered a very similar solution at the time of evaluating both platforms almost 4 years ago.

We selected Whatfix as they represented better value and the flow creation process was a lot quicker and easier, meaning getting to grips with everything and preparation for go-live was going to be much faster.

Another key factor in our decision-making was how Whatfix shone through with their attention to detail and how keen they were to work with us.

We were assured first-class support, should that be needed. They've delivered on their promises every step of the way through our ongoing relationship with them. This is a vendor you can really trust.
4000
  1. Sales
  2. Sales Management
  3. Sales Operations
  4. Marketing
  5. Delivery
2
To support Whatfix, you need at least one person who can understand and manage the relationship between Roles Tags, Content Tags, Search Scope Tags, Visibility rules and any 'Windows Variables' which are essentially the fields within your platform that make up a users 'Profile'.

A combination of these Rules and Tags are used to determine who your audience is for different types of content. This CAN get a little complex if your company is set up in a way that isn't always easy to determine specific groups of people.

Content creation is reasonably straightforward and most users would be able to manage this without any real difficulty.
  • In-the-moment, self help guidance for our users
  • Being able to increase efficiency by automating guided assistance
  • Working with a great vendor to help us manage our internal data quality standards effectively
  • The ability to use Whatfix to create bespoke solutions to overcome various business challenges
  • We are using Whatfix to help us manage internal campaigns such as our NPS Survey readiness initiative
  • Whatfix was the catalyst to improving our new user onboarding experience by streamlining our onboarding course.
  • Real-time Data Quality monitoring of internal records within platforms such as Salesforce - alerting users to data quality anomalies or areas for potential improvement.
  • Increase efficiencies across our internal job functions by providing in-the-moment, on-screen guidance for all different types of employees.
Whatfix are an absolutely stellar vendor in every way.

As with all technology tools and platforms, it's important to evaluate the marketplace to see what else is on offer. It would have to be something exceptional for us to seriously consider discontinuing our relationship with Whatfix.
No
  • Price
  • Product Features
  • Product Usability
We felt that Whatfix provided us with all the functionality we needed as a very reasonable price and this was the key factor in use choose them as our Digital Adoption partner.
The Digital Adoption space has grown considerably in the last few years, so I think the evaluation process would be a lot more thorough and naturally, there would be a larger pool of vendors to evaluate and choose from.

Otherwise, there isn't too much I'd change. First-class aftercare and support are a crucial part of the decision-making process when selecting a vendor, so it's important to get that right.
  • Implemented in-house
Yes
We took a phased approach to Whatfix implementation.

This was based on the way we are internally structured from a IT Network perspective. We implemented to 5 different regions across 3 different phases.

When we transitioned from Salesforce Classic Interface to the Salesforce Lightning Interface, we took a similar approach, although this was more about introducing existing users to a new Salesforce UI, using Whatfix to walk them through new process routes, as opposed to introducing them to a brand new Digital Adoption tool.
Change management was a small part of the implementation and was well-handled
I managed the change management aspect myself and didn't really have too many problems at any step along the way.

It did however make me appreciate that Change Management is a job in itself and it's important to have someone in this role who can manage all the moving parts of a big project such as this while ensuring everything is carried out in a structured way, including how end-users are being readied for what's coming up.
  • Ensuring our internal network teams understood the deployment requirements
  • Coordinating the regional network deployment teams to all work towards a singular deployment date if multiple regions were being deployed in the same phase.
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.
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.
I'm not sure whether Whatfix have a 'Premium Support' model.

As far as I'm aware, they treat all of their clients the same and the support service they offer is absolutely outstanding. Our support is included in the overall package price.
Yes
Yes, Whatfix are excellent at debugging and finding a quick, satisfactory solution to any bugs identified within their platform.
To be honest, there have been so many times when Whatfix have provided exceptional support that nothing in particular really stands out.
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.

  • Creating flows
  • Creating pop-ups
  • Creating and assigning content tags
  • Understanding the relationship between some of the tags, visibility rules, search scope rules, Page Tags, Role Tags and Windows Variables can be a little challenging until you know what you are doing, then it's reasonably manageable.
Yes, but I don't use it
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.
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.
  • Point and click creation of content.
  • Open platform that can be integrated with other enterprise tools (e.g. Amplitude and Confluence).
  • Multi-language versioning of content.
  • Relatively easy to create logics for visibility of content, e.g. pages, user attributes, etc.
  • Customer service less frequently needs to handle calls/tickets about routine questions (e.g. how to recover your password). This improves employee happiness and customer satisfaction.
  • Whatfix efficiently caters to asynchronous learning scenarios leading to quicker time-to-value for our users.
  • Allows for easy and efficient one-to-many communication. Product teams can now showcase new features, customer success can promote less used features and in case of maintenance or technical issues, we can publish announcement in very short time.
  • Whatfix is more like a partner, helping us with customizations, training our employees, etc.
We have a cross-functional team around Whatfix led by an Instructional Designer on full-time. The Instructional Designer is supported by 1 Product Manager, 1 Customer Journey Manger and 2 2nd-line Supporter, who are to some degree involved in the Implementation of Whatfix. As we currently look into extending Whatfix to our other applications, we've also vetting other employees.
3
Our employees working with Whatfix [don't] have formal training in the skills they use to work with a tool like Whatfix. Being able to learn on the fly and autodidact is most likely the best skill to have, when working with Whatfix.

If I was to hire someone today I would look for,
  • Great technical understanding
  • Interpersonal skills
  • Project management skills
  • Autodidact learning skills
  • Customer onboarding
  • In-app self-service and guidance
  • Being present in 7+ countries we need to be able to do different versions and translations of guidance
  • Migration of users from legacy applications to new applications
  • Warning users when creating duplicate content
  • Switching users from Internet Explorer to evergreen browsers
  • Noticing if there a known bugs or planned maintenance
  • Migration of users from legacy applications to new applications
  • Marketing automation
  • Custom content for our biggest clients
[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.
  • Implemented in-house
No
Change management was minimal
As we use Whatfix for in-app self-help and onboarding, we quickly involved Customer Service and created a stakeholder group. Openness and communication worked great and alleviated any fears of them losing their jobs to a tool like Whatfix. 1½ years later, the stakeholder group engages actively in the implementation of Whatfix coming up with ideas and requests as they see the value of Whatfix.
  • Delegating responsibilities of maintaining and supporting existing content
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
  • Online training
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.
Apart from the look & feel, which ranges from very configurable to very little configurable, Whatfix is an open platform that integrates with other tools and lets you do a lot of custom magic if you "talk" Javascript.
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.
I have not been part of the purchasing process, but to my knowledge, this is part of the agreement.
Yes
As with any tool, we regularly experience bugs and issues. Most of them minor. Communication of the status is always timely, and the resolution is also communicated. In cases were resolution would take longer time, we've also been notified by either customer service or customer success. The customer support is absolutely exemplary.
I've really struggled to make a certain walkthrough work for our users. My experience and knowledge of Javascript is at a low level and nothing really worked as hoped. Tasking our own devs was not an desirable action, since it most likely would end up at the bottom of the backlog. So I've reached out to Whatfix. They understood what I tried to achieve, saw my code and fixed it within 14 days.
The UI could need some overhaul. As they added a lot of improvements and new features over time, the UI has become kind [of] cluttered and inconsistent - though still highly usable. It feels like you're going back and forth between different modules and it takes some clicks. The scale and amount of content that we have produced, I've often [lost] oversight of what is in production, what is a draft, what has been translated, and so on.
  • Creating so-called flows is just point-and-click.
  • Creating popups can be as easy as selecting a template and as advanced as using HTML, CSS and JSX.
  • It can be difficult to get a clear picture of what is in production, what needs translations, what is in draft, etc.
  • Easy to [lose] track and oversight of how things are connected, their visibility, current state.
  • Translations could be improved. We often need to help our translators with formatting content.
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