Item: Whatfix
Rating: 6
Author: Verified User

Overall Satisfaction with Whatfix

Use Cases and Deployment Scope

To onboard new customers, guide existing customers in using our SW, remind seasonal users of standard procedures, and announce new features or functionalities.

Pros and Cons

Pros

Popups - With the newest releases, not only do I have a better GUI, I can configure them better and dynamically.
Beacons - When web elements have stable IDs, they work well and are easy to deploy.
Support - Although it takes time mostly to get a working solution, there are many ways of getting help and support.

Cons

Out of the box configurations - For every error encountered, I have the feeling there is no standard solution to the same problem and something has to be done from the back end. This costs so much time is is very frustrating for I would rather solve my own repeat problems if there was a straight forward way to do this.
SelfHelps - It does not matter the configuration, they ever feel unstable.
Flows - the JQUERY functionality meant to make flows stable by using IDs, is the most unstable feature.

Return on Investment

Positive. We have less support tickets to handle.
Negative: Due to the amount of time it takes to create, deploy and maintain content, this costs the company lots of work hours.

Usability

Processes and procedures can be standardized a bit better. Every activity does not have to have an out-of-the-box deployment mode that costs so much time.