Whatfix Reviews & Product Details


What is Whatfix?

Whatfix is a leading Digital Adoption Platform that helps companies deliver modern and easy onboarding, effective training and better support to users through contextual content displayed at the time of need. Whatfix powers-up software solutions by lending incredible simplicity, intuitiveness and personalization. Several Fortune 500 enterprises worldwide trust Whatfix to ensure quick ROI on their technology investments and improve end-user productivity and performance.

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Whatfix Profile Details

Whatfix Profile Details

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Provided by:
Gokul Suresh

Website
whatfix.com
Related Links
Q&A
Languages Supported
Chinese, English, French, German, Korean, Spanish
Vendor
Whatfix
Company Website
Year Founded
2013
HQ Location
San Jose, CA
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
130
Twitter
@whatfix
Twitter Followers
1,595
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Companies Using Whatfix

Google
BMC Software
Avnet
Schneider Electric
Flipkart
Steelcase
Infor
Cardinal Health
WeddingWire
Snapdeal
Relationship Science
mHelpDesk

Whatfix Reviews

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Developer
Small-Business
(11-50 employees)
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Verified Current User
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"Great Product, Better Support"

What do you like best?

The tool is easy to pick up and most of the base options are intuitive to pick up, but the support team that we have worked with have been extremely responsive and helpful. The tool seems to be getting better as well and I am sure that any of the issue we have will be addressed in the near future .

What do you dislike?

The application (Oracle Cloud) that we use WhatFix in is not a very optimized web page and there are times that WhatFix is not able to anchor correctly to elements, but there are work around that we have found with help from support but this is more of the UI's fault than WhatFIx's.

For Flows more options for step completion would be great, like data validation of another element or after a specific amount of time has passed.

What problems are you solving with the product? What benefits have you realized?

We are using WhatFix to support our training solutions as an in app support that enriches the training the user has already taken. While the flows have been our main focus, Smart Tips have seemed to be the most helpful real time support.

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Communications Coordinator
Enterprise
(1001-5000 employees)
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"Easy to create content and use!"

What do you like best?

Easy to create content and easy for users to access and find what their looking for. As a content creator here’s a few of the features I liked the most:

• Editing – It’s a breeze to create content and you can come back at any time to refine it

• Self Help – Ability to structure and organise your walk-through content, add links or just text if required

• Smart Tips – Being able to add information on fields or buttons/areas on the screen is amazing

• Analytics – Handy to see what’s being used at a glance

• Customer Success – The team is always willing to help, very friendly and prompt on following up with any questions and support.

What do you dislike?

Nothing at all, Whatfix was easy to learn and use!

What problems are you solving with the product? What benefits have you realized?

The ability to push and schedule notifications and messages via the smart pop-up from within the application is great! I was able to schedule a few user tips and reminders ahead of time and have them appear whilst I was away. Also the ability to utilise the walk-throughs in different ways via .pdf or video allows us further flexibility when it comes to training.

Response from Guru Mirthinti of Whatfix

Hi Nathan,

Thank you very much for taking the time to share your experience with Whatfix. We are happy to hear that you found the product easy to learn and use, and that you found it easy to create content using the various available features.

We always strive to provide the best support possible, so it is wonderful to know that you received prompt response from our customer success team.

Thank you once again for the positive feedback.

Regards,

Guru

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Information Technology Staff
Higher Education
Mid-Market
(51-200 employees)
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"The platform that instructs both your clients and your staff in an effective way."

What do you like best?

I really like Whatfix, it's a good tool to use, both on my website, as well as in the company's operating system, it integrates very well, it has the ability to be handled by any user, it does not tend to become slow and that I love it, because I can work fast. It's nice to be able to count on an application so effective in many aspects of my company, both with the clients and with my staff.

One of the functions that caught me on this platform is the design of useful content, quality, for the explanation of products, programs, projects, and others, which has been very useful, I am also very satisfied with your support team technical, has helped me a lot, in all the requests I have requested.

What do you dislike?

Actually there are no serious shortcomings, but if I can say that I would like some functions to be perfected, improving their level of ability, but as it is now I can work without problems, it is only an assessment that would not be otherwise.

Recommendations to others considering the product:

The system is really complete and efficient, the cost is low compared to other applications and with its excellent results, that is, it is a safe investment, which will generate your company to decrease time and earn money, having satisfied customers and a more prepared work team .

What problems are you solving with the product? What benefits have you realized?

Whatfix is a very interactive, flexible and quality platform, this has been of great benefit to the company, because after implementing this software, staff training time has decreased, calls from customers asking how such a product is used or as make use of the website, in short, has allowed our company to be more capable, efficient and productive, it is very easy to make tutorials, pop-up pages, reports among other things, which not only work but can be shared quickly and integrating any application that we want. It's fantastic.

Response from Guru Mirthinti of Whatfix

Hello Anthony,

To start with, thank you so much for taking time and sharing your experience in using Whatfix. It's always a joy to read detailed reviews such as yours from our delighted customers.

We are very happy to know that you and your team has greatly benefited after implementing Whatfix and that you find our product very useful for your business.

Thank you once again!

Regards,

Guru

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Senior Director of Product Design
Enterprise
(1001-5000 employees)
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"So easy to work with WhatFix"

What do you like best?

WhatFix does what all the competitors can but with better training, customer service, and price. I have worked with other "walkthrough" programs and WhatFix is far and away the best. The editor is easier than any other I have used. However, it is not short on features. WhatFix can do what the others cannot. The ability to utilize intelligent segmentation and the ability to have the walkthrough in multiple formats was a game changer for us. The training team is always available to help and very friendly. They have let me go at my own pace and understand I have a full time job in addition to implementing this solution.

What do you dislike?

I have had zero issues to date. The onboarding experience has been great and allowed me to go at my own pace.

What problems are you solving with the product? What benefits have you realized?

We have various proprietary web based systems with users all over the world. Onboarding and releasing new features can be very labor intensive. WhatFix allows me to push out Onboarding content as well as our newly released features directly to users within the application. This cuts down on not only training but helpdesk inquiries as well.

Response from Guru Mirthinti of Whatfix

Hello Brandon,

Thank you so much for the positive review and for the 5-star rating! We are so happy to hear that you've had a wonderful experience with not just the product features but also with our support team.

Reviews such as yours continue to encourage us to add value to your business needs.

Thank you once again for your time!

Regards,

Guru

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Director of Client Services
Small-Business
(11-50 employees)
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"Great simple solution"

What do you like best?

Easy to navigate and build. Creates a solid learning environment for subscribers. Search features are great for new users and ongoing training. Managing call volume while implementing a CRM is complicated. Using whatfix allows us to make sure the calls are not due to a lack of training or available content. We dedicated a week or so worth of hard work to build content around our entire platform. It was work, but it allows us to have a fully comprehensive training option that was well worth the time.

What do you dislike?

Branching could be more user friendly. We do have to ask for them to build the flow order for some branching concepts. It would be nice to do this alone. That being said they are always quick to respond and resolve the need. Search-ability has improved since we first started, making it even easier for customers to find and take advantage of content.

What problems are you solving with the product? What benefits have you realized?

Onboarding and ongoing training. we use task lists for our onboarding team. This helps up guarantee that companies who go live with us have accountability to know how to use the software and we can ensure no gaps in knowledge. This cuts down on post live support needs. We also have a solid library of content for existing users to putt from quickly after hours or during the day when they are too busy to call in.

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CRM Manager, Sales Strategy & Operations
Legal Services
Enterprise
(1001-5000 employees)
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Verified Current User
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"Whatfix is exactly what we were looking for!"

What do you like best?

Whatfix has fantastic customer support! They're very friendly, quick to respond, flexible with time zones, and helpful in answering questions and walking you through how to create content. I've been a Salesforce Admin for a little over 2 years now and I feel Whatfix was both easy to learn and easy to use. I was creating my own walkthroughs and content after just a few quick guided sessions. Lastly, Whatfix is very cost effective compared to competitors and offers a lot of flexibility since it can be used on any web browser. Whatfix is exactly what we were looking for!

What do you dislike?

Nothing that I've come across to dislike thus far. If anything, it sounds like they're still developing their mobile app, but it's not something we're looking to adopt at this time.

What problems are you solving with the product? What benefits have you realized?

I created a very robust user guide that no one ever looks at or utilizes since it lives outside of Salesforce and in a Word doc (boring!). So we were really looking to minimize the number of process and usage questions our small team receives while empowering users to find their own answers from within Salesforce. What I've also discovered is that Whatfix provides an easier way to update content within the platform itself. No more scrolling through a long Word doc trying to ensure all changes are made properly and timely. Now all content lives directly within Salesforce in a much more user friendly way that the user can search for.

Whatfix also provides a lot of training and communication benefits for both new users and existing users. We can now utilize Whatfix to create mandatory or optional tasks (like completing guided walkthroughs or watching training videos) for new hire learning or rolling out new features. This especially helps with ensuring our users are aware of new changes or enhancements that they may not have read in our latest release communication.

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Digital Learning Lead
Enterprise
(5001-10,000 employees)
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"Revolutionary systems training "

What do you like best?

Whatfix has revolutionised how we work with a particular system. The feedback has only been positive and we can't get self help flows out quickly enough to meet the demand, which considering how easy they are to create, tells you something about the demand and uptake of this software.

What do you dislike?

Navigating the editing pages could be made simpler but it does the job. It could also do with a short description on it's user guide to explain what the different items mean to help with terminology.

Recommendations to others considering the product:

Ask questions, they are really helpful

What problems are you solving with the product? What benefits have you realized?

We are a social care organisation with a wide range of IT Literacy. One of the main system we use is very new and our colleagues need support in completing a variety of tasks in it. Whatfix is providing a live, point of need solution which has reached all of our colleagues using the system.

Response from Guru Mirthinti of Whatfix

Hi AJ Willis,

Thank you very much for sharing your experience with Whatfix. We are delighted to know that Whatfix has helped your team with your new system and that your team is responding positively to the flows you are creating.

Regarding navigating the editing pages, you can rest assured knowing that your feedback has reached the appropriate people at Whatfix and will be taken care of as soon as possible.

Thank you once again for the 5-star rating. We are always committed to serving our customers as best we can.

Regards,

Guru

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Ejecutivo de Ventas Estados Unidos
Small-Business
(11-50 employees)
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"Help your customers understand your platform"

What do you like best?

This application is really easy to use for you and your clients. Since we created a platform with so much content in TravelContact, Whatfix helps our customers know every detail we offer.

Now our clients, such as travel advisors, agencies, DMC have two different tools to make life easier for them.

On the other hand Whatfix´s support team has been impressive, they have solved every doubt or inconvenience that we have presented throughout the process.

What do you dislike?

We would like the information inside the Whatfix platform to have different views, since they use very large boxes that take up a lot of space on the screen. This doesn't allows you to see all the content when you have created many flows.

What problems are you solving with the product? What benefits have you realized?

It gets easier to use our platform with the Whatfix flows. Also using the pop ups we can send notificstions to all our users at the same time without having problems with mixed information or privacy

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Senior Sales Operations Manager UKI & WER
Computer Software
Enterprise
(1001-5000 employees)
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Verified Current User
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"Whatfix"

What do you like best?

Whatfix has enabled Sophos to communicate process changes across a large and dispersed Sales team easily and effectively. The best bit is that users get the training when they need it in the system they work on day to day. Whatfix has saved us time and more importantly reduced errors. We found the Whatfix team was friendly and engaged well from initial negotiations all the way to support post-sale. The Quarterly analytics review they provide is very valuable and helps us fine tune and take further action where necessary

What do you dislike?

Analytics is under development (but good)

Admin interface Interface can be improved

Recommendations to others considering the product:

If implementing a guided learning reviewing Whatfix is definitely worthwhile

What problems are you solving with the product? What benefits have you realized?

Training when they need it in the system they work on day to day

Whatfix saved us time and more importantly reduced errors

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Senior Technical Support
Computer Software
Small-Business
(11-50 employees)
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Verified Current User
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"Whatifx is a Game Changer! "

What do you like best?

Whatfix has transformed our onboarding process. The Whatfix Task List allows us to give our user a clear understanding of what they need to do next and track their progress without phone calls. The See Live Widget lets our user walk themselves through our most commonly asked questions, which has cut down on support phone calls! The Whatfix Popup is a great way for us to to push release notices to our members without having to send unnecessary emails.

What do you dislike?

It can be difficult to update flows in advice to prepare for updates we do to our site. There is no easy way to update a current flow and keep it in "draft mode" till we are push site updates.

Recommendations to others considering the product:

Whatfix Support is AMAZING! Their support team will go above and beyond to help you succeed using their product!

What problems are you solving with the product? What benefits have you realized?

Whatfix has been amazing for onboarding of new members. It gives them a clear task to complete in order to move to the next set of tasks. We have linked our flows URLs directly into our knowledgebase allowing our user to prompt flows directly from our ticketing system which has cut down on basic support calls.

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A
Mid-Market
(51-200 employees)
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"Straightforward easy to manage in application self help"

What do you like best?

We use Whatfix to guide our customers on our HCM platform to help them get started faster with minimal assistance from us. Whatfix walkthroughs and self-help completed the picture for us in terms of the guidance, help and support our end-customers might need when using our application. We particularly love how we can release new features with supporting Whatfix content and rely on it to help users get empowered to use those, by themselves.

Our implementation experience with Whatfix has been very smooth thanks to the hand holding we have received from the WhatFix team, along with exceptional service along the journey. We love our customer success manager for her expertise and responsiveness! We have limited internal bandwidth and are now working with the WhatFix professional services (PS) to further extend our WhatFix capabilities and leverage additional out of the box functionality. It is very comforting to have expert help always around with PS.

What do you dislike?

There has been nothing to dislike in our experience with Whatfix. Going forward we would love to see the capability to integrate chat and screen-sharing to provide more ways of supporting the clients within the application.

What problems are you solving with the product? What benefits have you realized?

Our goal of using in-app digital guidance was to provide customers more self-serve, while not compromising the user experience. Whatfix has helped us do that wonderfully.

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National Site Consultant, Training Manager
Non-Profit Organization Management
Small-Business
(11-50 employees)
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Verified Current User
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"On-boarding and Customer Support Perfectly Attuned to My Organizational Needs"

What do you like best?

Whatfix staff have been friendly, accommodating, and knowledgeable. I've never once felt like a question I'm asking is dumb, or like they don't have time for me. They've been flexible with my time-frames, and helpful with tips and explanations and guidance. Each time I engage with them I learn more about maximizing effectiveness of their tools for our users. I'm really excited and looking forward for upcoming national roll-out across our network.

What do you dislike?

Certain aspects of the editor make our most complicated workflows challenging to go back and edit. But over the first two months of our work with Whatfix we've seen multiple content/tool upgrades, and in our last discussion they let me know that an upgrade to their editor is in Beta testing right now. Given the improvements I've already seen them make and their integrity thus far, I'm highly confident that this is true and look forward to the enhanced capabilities of their new editor. I also wish I could organize things in folders instead of just by tags, but that's probably just my overall reliance on Microsoft organizational structures. That said they assured me they'd be upgrading features on content organization as well.

Recommendations to others considering the product:

This company is trending up. Their customer relations and regular improvements, plus the intuitive straightforward nature of their tools make them a great solution for website user learning and support. While some of the most technical detailed processes can get cumbersome especially when editing, it seems like they are aware of the areas where they can improve and are proactive in addressing these.

What problems are you solving with the product? What benefits have you realized?

Providing real time training and learning for users on our most essential programmatic requirements. As a non-profit, accurate data for grant reporting is absolutely essential. Whatfix is allowing us to not only support our staff with learning, but to reach over a thousand program participants and partners right when they most need the support. Data Entry and Program Monitoring have always been a huge lift for our staff as they have to provide real time training to participants and partners, now we are addressing that need directly, improving compliance, reporting, data quality, all while freeing up our Staff to focus on program quality, customer relationships, and community impact.

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Director Of Information Systems
Education Management
Small-Business
(11-50 employees)
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Verified Current User
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"Helping me clone myself"

What do you like best?

As a Salesforce Admin for a nonprofit, I love that Whatfix lets me set up flows showing processes that my users need on a semi-regular basis. This way they can easily look back at how to do something they have forgotten, and they can also learn something new. Since there is only one of me, they can get the help they need much faster with Whatfix.

The support from Whatfix is outstanding, and they are incredibly encouraging to help me get the most out of the product.

What do you dislike?

As an admin who is not in an IT department, I dislike having to get my users to install the extension. This is likely to be a non-issue for most people.

What problems are you solving with the product? What benefits have you realized?

We have three primary types of flows in our system currently. Volunteer flows help our managers to better connect with and report on our volunteers' work. Sage Live flows are helping me to train new users as we onboard to Sage Live for our accounting needs. And Resource Development flows help our fundraising staff document their processes so that they can be consistent from quarter to quarter and year to year.

Whatfix gives me great peace of mind during periods of staff transition because I know that timely and useful training materials will be at our new staff members' finger tips.

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A
Mid-Market
(51-200 employees)
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"Fantastic Features and Customer Service"

What do you like best?

WhatFix offers companies a way of targeting users that have questions or issues with your site/product but will never call or email in regarding them. Instead of relying on them reaching out they can simply use the self-help widget to answer their question.

What do you dislike?

There is not much to dislike about WhatFix. However, if you have stringent security protocol or the clients you serve do it may be harder to take advantage of all of WhatFix's offerings. That is not to say you can't leverage WhatFix, it just means it will be more difficulty to leverage all of the features seamlessly.

What problems are you solving with the product? What benefits have you realized?

It has helped our clients and users better leverage our system. Specifically, it helps new users become comfortable with the system without needing a training.

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Director of Customer Success
Music
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
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"Great Customer Service! | Affordable without sacrificing quality and functionality."

What do you like best?

Whatfix has great customer service. Even though I'm sure we are a fairly small account for Whatfix, we were treated as if we were their top client. I've had numerous one-on-one calls with our Customer Success representative and have gotten to know her a bit personally. Whatfix's customer service is exemplary!

Also, Whatfix is a very affordable solution compared to their competitors but doesn't skimp on quality or functionality. Since becoming a Whatfix user, I have seen multiple upgrades and improvements in their functionality, user interface, and support options.

What do you dislike?

The flows are quite easy to build, but you still have to write hard code in their integrations panel to make the flows show up in your application as desired. While I did have a lot of help and support from their staff, it did add to the learning curve and the implementation time.

I have, however, heard that they are working on another UI upgrade to address this friction point and reduce or remove the need to write additional code.

Recommendations to others considering the product:

Allow yourself plenty of time to test and refine your flows before releasing them to your users. I'd say that approximately 3/4 of our implementation time was spent reviewing and refining our tutorials to make sure they are clear, concise, and robust. Even now, we've started using Whatfix's Google Analytics implementation to see what flows aren't working and fix them.

What problems are you solving with the product? What benefits have you realized?

We use Whatfix to help new users learn how to use our platform and help answer existing users' questions. Currently, we also give new admin users a 1-hour, one-on-one training sessions, but we hope that Whatfix will reduce or eliminate the need for this practice. We also use Intercom for our chat support, and since we've released Whatfix to our users, I've seen the number of support queries decrease slightly. I anticipate a larger decrease as more users become accustomed to using a new method of support.

Response from Gokul Suresh of Whatfix

Thanks for the feedback and the appreciation, Eric. We’d never consider any company to be small or big. In fact, for us, all clients are alike and we believe in providing them with the best service possible, at all times.

As per the integrations, we are vigorously working towards bringing all the integrations on to the User Interface so that our customer’s experience is simplified. New features are rolled out on our Dashboard, UI config, integrations, etc. every month.

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CEO
Computer Software
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
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"Great product at a great price!"

What do you like best?

As a company, we made the switch from a high-end competitor to Whatfix and we could not be happier. Originally the decision was driven by the 50% + cost saving we would receive, however, we have been amazed by the ease of use of the system. The team find the UI simple and intuitive with very little guidance to get them creating their own guides.

What do you dislike?

Originally speed from Australia was an issue, however, the Whatfix team were very responsive to our feedback and fixed the issue. Thanks!

Recommendations to others considering the product:

Well worth switching over, we highly recommend this product.

What problems are you solving with the product? What benefits have you realized?

Onboarding and early adoption of the product have been vastly improved.

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Digital Adoption Lead
Enterprise
(1001-5000 employees)
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"Pact's fantastic Whatfix experience"

What do you like best?

- How easy it is for end users to interact with Whatfix.

- Expert help when required

- Really easy to create content with Whatfix

What do you dislike?

Some of the initial configuration was not easy or clear and it took some work with the advanced tech team at Whatfix to get it working well with our new systems. This was quickly overcome with help from our Whatfix CSM and their talented technical team.

What problems are you solving with the product? What benefits have you realized?

We used Whatfix to help with the end user training and adoption of two new group-wide software platforms. Whatfix benefitted us by creating a familiar interface and channel for delivering training and just-in-time tips to our end users.

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Mid-Market
(51-200 employees)
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""Great with systems that are constantly evolving ""

What do you like best?

Before Whatfix we had video tutorials, it took so long to create them and the users were not happy with the idea of going through a video and try to reproduce this in the system. Our ERP system is constantly evolving and update tutorial videos takes so much time but update flows takes a few seconds.

What do you dislike?

Some features are missing, like assigning a 'Task list' to a particular user.

What problems are you solving with the product? What benefits have you realized?

When a user needs help, you just create a flow (instead of explaining to that particular user how to do it) and all the team will benefit. And if the user forgets how to do it, he always can come back into the flow.

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AN
Mid-Market
(51-200 employees)
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"Whatfix Success!"

What do you like best?

The best part about Whatfix is the ease of creating objects and walkthroughs for users, quickly being able to edit those flows and turn them into other materials such as presentations. The support from the Whatfix team and especially Rohan was a key to our success when using Whatfix for our Microsoft Dynamics CRM implementation. The Whatfix extension for Chrome is simple and quick for any user to add to their browser. We received over 80% adoption of Whatfix through internal message and user self install only!

What do you dislike?

Occasional Whatfix popups/beacons on similar websites that were not meant to be part of the solution. This was explained to me after we saw the issues, so technically it's easy to understand, but that would be the only thing through all of what we used that was a dislike. Still did not detract from adoption or success.

Recommendations to others considering the product:

There are many guided walkthrough programs for companies to use, but the support and quality of the product make this something I will recommend to all future companies I work for. Whatfix makes it easy for any level of expertise to create flows, beacons, etc, and also for any user to use the end product and receive the true benefit of what the program can do.

What problems are you solving with the product? What benefits have you realized?

Whatfix has helped us provide an additinoal layer of training and support with ongoing crm updates and integrations. Having quick tips and process flows at the finger tips of users was invaluable and greatly contributed to our overall adoption.

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This is a very useful tool to implement your business, interactive media guides
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"This is a very useful tool to implement your business, interactive media guides"

What do you like best?

I like it because it gives you an excellent list of tasks that helps you to accelerate the value of the products of the company and its support to the client is excellent they provide you with quick answers to the concerns that you have

What do you dislike?

It is an excellent option and I do not have many negative points during the moments that I use it, I could say that it does not adapt well to the wider web applications

What problems are you solving with the product? What benefits have you realized?

It is a very beneficial tool to use because it gives you the opportunity to incorporate users into a help center without problems and thus improve task lists and simplify it

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UM
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
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"Great tool! Easy to get up and running fast. Whatfix team is very customer focused."

What do you like best?

One thing I noticed right away when comparing Whatfix with its competitors was how easy the tool was to use. This has held true and borne fruit for us in a big way. With minimal training we soon had half a dozen flow developers (mainly our software trainers) working full tilt, and within a few weeks we were able to produce more than 80 workflows. We’ve also been impressed by the responsiveness of the customer support team to meet with us. Chirabata Das (Chiru) has been and continues to be very helpful in helping us effective deploy our workflows. He’s been great helping us with our integration script so that the correct workflows show up in the widgets for different pages within our application. Prakhar Jain has been a pleasure to work with as we negotiated the details of our arrangement with Whatfix. Whatfix is very customer focused. Every support ticket we’ve filed has been responded to within 24 hours. Recently I have been working closely with Akshata Kerur and Apoorva Mittal. They have both been a pleasure to work with, and have been great with troubleshooting and problem solving..

What do you dislike?

We’d like to see more robust life cycle management capabilities to support versioning control, testing, and deployment. Update: October 2016. Some of the enhancements to the product over the summer have really helped in this regard, such as the improved sorting and filtering abilities.

Recommendations to others considering the product:

Yes great team to work with. Tool is still young so flexibility is required. Also developers based in India so must be able to deal with time zone issues.

Overall good experience, but you should have some technical resources on your team who are able to communicate with the Whatfix developers as needed.

Make sure your developers and systems engineers understand your project so that they do not think you are impinging on their domain.

What problems are you solving with the product? What benefits have you realized?

We are hopeful that Whatfix will ease the process of onboarding for new users. Many of our new users are daunted by the complexity of the software, and many have reported that they struggle to remember and apply what they learned in training, especially if they have to perform an infrequently used procedure in the software several months or more after training. We’re hopeful that our workflows will help solve this problem by providing 24/7 real time support at the point of need.

We also hope to increase usage by our existing customers through providing workflows for the more complicated, advanced or infrequently used features of our software.

We’ve only been live with our workflows for two weeks, but we’ve already seen positive effects in terms of training. We had several customers in our last training class use the workflows before the class to gain skills in the software. This was a big assist for the instructors. As the students worked through exercises in the class they were able to reinforce skills already learned on their own.

We now have students who have started learning our software through the workflows, so we anticipate they will continue to rely on the workflows to learn new features and troubleshoot problems as they work in our software.

We are ramping up to introduce a new product line soon, and we anticipate an influx of new customers. I am currently working with Apoorva and Akshata to build a prototype onboarding task list to help new customers with the onboarding process.

Response from Gokul Suresh of Whatfix

Thanks for the review.

We have noted your suggestion and have incorporated them in our roadmap. Also, very soon we’ll have a fully fledged team at our office in the US. Our aim is to provide an unparalleled support to all our customers.

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"Very intuitive and easy to use self-help tool "

What do you like best?

Whatfix is very simple to use for a user, and from an editor point of view, creating new content and navigating around requires minimal effort. Additionally, Whatfix provides good analysis functionality, e.g. how many times has a particular walkthrough been viewed etc. Furthermore, it is customizable (colours, welcome messages, beacons).

What do you dislike?

The fact that the Whatfix support team is located in another timezone to ourselves narrows the window of opportunity to interact real time.

What problems are you solving with the product? What benefits have you realized?

Our workforce consists of both white collar and blue collar workers and we therefore needed an extremely intuitive and easy to use self-help tool that suits both demographics. Especially for the blue collar workforce who will be asked to use computers at work for the first time. We are still to roll out to this group, but believe Whatfix will absolutely deliver and make an operational worker's life easier to navigate around a new system.

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Head of Customer Services
Mid-Market
(51-200 employees)
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"Great Support Service"

What do you like best?

No question seems too much for Whatfix, always helpful to jump on a call and train, teach and advise what to do. proactive account management. lots of different aspects to the product which can help support customers.

What do you dislike?

Just a bit complicated to complete workflows and the time taken to get new flows in place.

Recommendations to others considering the product:

Go for it.

What problems are you solving with the product? What benefits have you realized?

Enabling our customers to self serve rather than rely on our support desk.

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Small-Business
(2-10 employees)
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"Great support along with a feature rich offering and a strong ROI!"

What do you like best?

Our experience has been amazing throughout our partnership. The main reason I picked Whatfix over other offerings such as WalkMe was the Support that they committed to providing during the onboarding process as well as the ongoing relationship. Also, I believe their offering represents tremendous value considering the level of support they provide. Finally, the software is easy to use.

What do you dislike?

At this point, I have no issues with the software or the support.

What problems are you solving with the product? What benefits have you realized?

Whatfix is helping with onboarding and training with a product we rolled out recently. The product is designed for clients to self-onboard themselves. The Whatfix walkthroughs have been very helpful in getting new clients onboarded and trained. It has also helped to reduce the number of support calls required to this new product.

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CI
Small-Business
(11-50 employees)
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"Awesome Pre-Sales and Onboarding Support"

What do you like best?

We've got a lot questions which were answered very fast, they always helped us as fast as possible and gave us good advise. They also asked if their suggestions work. In other words, an outstanding support, always looking out for your satisfaction.

What do you dislike?

At the moment there is nothing I dislike.

Recommendations to others considering the product:

Ask them all questions about the product even about implementation. They will help you with all your questions and will help you with each step in the implementation phase.

What problems are you solving with the product? What benefits have you realized?

We use Whatfix for our user onboarding to our System. At the moment I can't say much about the benefits, but until now all customers seem to be happy to have whatfix within the system.

Whatfix Features

  • Survey Implementation
  • Data Analysis
  • Knowledge Base
  • Searchable Articles
  • Interactive FAQs & Forums
  • User Segmentation

Whatfix User Ratings

8.7
Ease of Use
Average: 8.7*
9.9
Quality of Support
Average: 9.4*
8.1
Ease of Setup
Average: 8.8*
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