Experts in Digital Adoption!
September 13, 2021

Experts in Digital Adoption!

Lee Glenn | TrustRadius Reviewer
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.

Do you think Whatfix delivers good value for the price?


Are you happy with Whatfix's feature set?


Did Whatfix live up to sales and marketing promises?


Did implementation of Whatfix go as expected?


Would you buy Whatfix again?


Whatfix is well suited to ensuring a smooth transition from users completing their onboarding experience, to using the platforms and tools that form part of their technology stack when going about their daily duties.

Our new user onboarding experience for Salesforce has been scaled back considerably, ensuring we are able to focus on the importance of doing things the right way and upholding our company values.

Whatfix takes care of the day-to-day scenario-based training and essentially does all of the heavy lifting that was previously part of our bloated LMS course.

Whatfix is also well-suited in scenarios where you've got labor-intensive or complex, lengthy processes that can be confusing to follow for your end-users. A mixture of guided flows, timely pop-ups, smart tips, and beacons can help users feel more comfortable when working [on] your platform.

Using Whatfix

4000 - 
  1. Sales
  2. Sales Management
  3. Sales Operations
  4. Marketing
  5. 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.
  • 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.
Whatfix are an absolutely stellar vendor in every way.

As with all technology tools and platforms, it's important to evaluate the marketplace to see what else is on offer. It would have to be something exceptional for us to seriously consider discontinuing our relationship with Whatfix.

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.

Whatfix Implementation

Although Whatfix make the process relatively straightforward (they will provide Group Policy Scripts to install a Google Chrome extension specific to your organisation) its important to ensure your network deployment teams (if you have more than one) understand their role and what they need to do to test deployment once they undertaken the work.
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.
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.
  • 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

Whatfix is THE best vendor I've ever worked with when it comes to supporting their customers.

The support team is friendly, helpful and always willing to listen to your suggestions and ideas. This also applies to the Engineering team who I've spent several hours on calls with debugging a few of the more challenging scenarios we have in place.

Nothing is ever too much trouble for Whatfix and they are truly best-in-class when it comes to their support model.
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
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.
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

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.

Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Feel confident using
  • 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.