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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…
Entry-level set up fee?
- Setup fee optional
For the latest information on pricing, visithttps://whatfix.com/pricing
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
Whatfix Competitors
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!
- Pros
- Cons
- Recommendations
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 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
- 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
No
- Other
Not involved in the purchase
NA
- Don't know
- Not sure
- Online Training
No
No - we have not done any customization to the interface
Some - we have added small pieces of custom code
Good
No
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.
For both the use cases, the team immediately understood it and fixed the issues using advanced customization exceptionally.
- Push to ready, production
- Whatfix studio
- Launch live edit
- Visibility rules
- Page tags
- Icertis
Not sure
- Not at the moment
- Javascript widgets
None so far
Dont know
No
Yes
Yes
- CLM dashboard easy to use
- Better options in themes
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.
- 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,
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
- 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
- Online training
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.
- 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.