DAP that caters to beginner and advanced users alike that keeps on improving
May 13, 2021
DAP that caters to beginner and advanced users alike that keeps on improving
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Whatfix
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.
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?
I wasn't involved with the selection/purchase process
Did implementation of Whatfix go as expected?
Yes
Would you buy Whatfix again?
Yes
Using Whatfix
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
Whatfix Implementation
- Implemented in-house
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
Whatfix Training
Configuring Whatfix
Whatfix Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
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.
Using Whatfix
| Pros | Cons |
|---|---|
Like to use Easy to use Technical support not required Feel confident using Familiar | Inconsistent |
- 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.