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..
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.
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.
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.