Experts in Digital Adoption!
September 13, 2021
Experts in Digital Adoption!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Whatfix
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.
- 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.
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.
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
Using Whatfix
4000 -
- Sales
- Sales Management
- Sales Operations
- Marketing
- 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.
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.
Evaluating Whatfix and Competitors
- 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.
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.
Whatfix Implementation
- 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.
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.
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.
Whatfix Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
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.
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.
Using Whatfix
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Convenient Feel confident using | None |
- 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