Item: Whatfix
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use WhatFix for user adoption in a Contract Lifecycle Management tool at our organization. The tool helps users by providing guidance within the application by way of flows, smart tips etc.

Pros and Cons

Support team is very good and knowledgeable
Manages expectations of customers
Constant improvement of product platform
Webinars

Address other time zones for Webinars
to offer more fonts across the themes
Some themes are centralized and not specific

Most Important Features

Smart tips
Beacons
Advanced customization
Pop-up
Flow

Key Insights

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

WhatFix is well suited for use cases like change management and user adoption in a less intuitive platform where end-users are not technically savvy. Less appropriate for tools that are already very intuitive

Users and Roles

15000

Support Headcount Required

2 - Technical

Business Processes Supported

Digital adoption
User training
Links to training materials
Announcements
Automated flows

Innovative Uses

Pop-ups for automated flows
Dynamic smart tips

Future Planned Uses

Different languages using translation features

Likelihood to Renew

10

Amazing customer support, Diligent responses and great features of the product

Products Replaced

No

Key Differentiators

Other

Not involved in the purchase

Evaluation Lessons Learned

NA

Implementation Rating

10

Not sure

Implementation Details / Implementation Partner

Don't know

Implementation Issues

Not sure

Training Types Used

Online Training

In-Person Training

Online Training

10

Easy to follow

Product Configurability

9

All good

Configuration Lessons

No

UI Customization

No - we have not done any customization to the interface

Extensibility and Customization

Some - we have added small pieces of custom code - Good

Additional Customization Considerations

No

Support Rating

10

Immediate responses, good knowledge about the product,

Whatfix Customer Support Pros and Cons

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

Premium Support

Don't know.

Bug Resolution

Yes - Yes.

Exceptional Examples of Whatfix Support

A pop-up with automated flow had to appear at the right spot. A dynamic smart tip was to be configured for changing drop-down values.
For both the use cases, the team immediately understood it and fixed the issues using advanced customization exceptionally.