Easy to use, plenty of features, 1st-class support
March 18, 2021

Easy to use, plenty of features, 1st-class support

Odhrán (Oran) Roche | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Whatfix

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.
  • We have reduced our support tickets by introducing Whatfix.
  • We may in the future reduce development costs as informational messages move from a development task to a Whatfix message.
We used Userlane briefly but unfortunately, it didn't meet our technical requirements. When we moved away from Userlane we investigated Appcues, however, the range of capabilities in Whatfix was much higher so we saw more value in Whatfix.

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

Due to the range of capabilities WhatFix has built-in, it really is well suited for a wide variety of use cases. It's certainly good for highlighting new content, informing users of new content, highlighting changes, and guiding users through some basic procedures. If your users go through a very complex set of steps, I'm not sure Whatfix would be particularly useful. Whatfix relies on information being consistent across users to create a flow or tutorial - this gets increasingly difficult with each additional step in the process. Also, users tend not to follow long involved tutorials so Whatfix is better suited to smaller procedures of maybe 2-10 steps.