Commspoint Journey by Nielsen vs. Whatfix

Currently, we are only using Whatfix with Salesforce but are in the process of implementing on other systems. It is an excellent tool to organize and provide in-app access to training materials already created. It excels at providing guidance about tasks users don't complete often and, therefore, forget what they were trained about the process. The only sort of system it might not work well is one that provides its own robust in-app assistance. More than one type of tip icon being displayed, for instance, could be confusing.

• Understanding the unique needs of this new emerging market and unfamiliar business processes.
• Fantastic professionalism from all the Sales team and Professional Services team, right from our first enquiry via their website.
• Providing a structured onboarding process and strong project management offering which helps us feel confident we will achieve our goals with Whatfix, despite our ambitious delivery timeline.

• Design is definitely something they can improve on. The callouts and carousels are a little bit old-school and sometimes this creates a discrepancy with your product's design language.
• They can improve with some functionality, like full-screen carousels for the web. There are points that they cannot accommodate your design and you have to iterate on that.

Incentivized

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

While they've made a lot of improvements in the last year, there are still challenges with walkthroughs and how beacons can be created. They are aware of these limitations and are actively soliciting customer feedback to help them remedy these shortcomings.

Incentivized

Sometimes there is a delay to showcase all whatfix elements

Support is very proactive and quick at solving/investigating any issue that might come up. They are very knowledgeable about their own tool and coding as well, and therefore, they quickly understand the goal you try to achieve - even doing custom code when necessary (or fixing your custom code). Even as COVID hit, Whatfix still managed to supply the same high standard of support.

While helpful, the feedback from our employee was, that [they felt] the training was very high-level - sometimes confusing. It would be great to have some kind of sandbox environment for new users to train certain scenarios.

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.

The fundamental decision for Whatfix was a management decision at the international level. The different options Whatfix offered for different systems in our company led to the decision to go with Whatfix. Basically, I am very satisfied with the decision, as the presentation of various topics, among others for our CRM system, can be mapped more individually, specifically, and directly for the different addressees. The evaluation options are also much more extensive and detailed.

• With 8 Systems the ROI is substantial, for every call saved, hundreds of dollars are saved.
• Providing just in time assistance with task and eliminating the search of 15 to 20 minutes to discover how to do something not only saves time, but dollars.
• Productivity increases, learning is adaptive and both are wins in ROI.
• Whatfix has paid for itself - over and over again.

Incentivized