Great Product and Fantastic Customer Support
October 28, 2020

Great Product and Fantastic Customer Support

Angela Foster | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Whatfix

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.

Pros

  • 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.

Cons

  • 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.
  • The most positive impact using Whatfix has had on our business objectives is to help automate our customer on-boarding process.
  • The smart tips have been effective in reducing unnecessary calls about what a particular field does.
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.
The team is very responsive and particularly open to suggestions on how to improve their product.

Do you think Whatfix delivers good value for the price?

Yes

Are you happy with Whatfix's feature set?

Yes

Did Whatfix live up to sales and marketing promises?

Yes

Did implementation of Whatfix go as expected?

Yes

Would you buy Whatfix again?

Yes

Intercom
Whatfix is especially well suited for software programs that are complicated and do not offer a lot of on-screen guidance. If a program is complicated, articles can be overwhelming to customers and are often not very effective. Whatfix's walk throughs are very effective at helping customers complete a task in real time.

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