TrustRadius Insights for Whatfix are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Outstanding Support and Engineering: Reviewers consistently praise Whatfix's support and engineering teams for their outstanding, responsive, and helpful assistance. Multiple users appreciate the high level of support they receive from these teams, making them an invaluable resource.
Frequent Feature Enhancements: Many reviewers express appreciation for the frequent feature enhancements and functionality improvements that Whatfix releases every quarter. The regular stream of updates ensures that users can continually benefit from new and improved features, enhancing their experience with the tool.
Straightforward Pricing: Users find Whatfix's pricing to be refreshingly straightforward without unnecessary add-ons that other competitors charge for. This transparent pricing structure has been positively received by multiple reviewers, allowing them to easily budget for the tool without any surprises or hidden costs.
Whatfix Reviews
6 Reviews
Professional, Scientific, and Technical ServicesInformation Technology & Services5Human Resources1
To onboard new customers, guide existing customers in using our SW, remind seasonal users of standard procedures, and announce new features or functionalities.
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.
Likelihood to Recommend
In terms of price, they are unbeatable, however there is much room for improvement regarding stability and reliability.
VU
Verified User
Employee in Information Technology (Information Technology & Services company, 51-200 employees)
We had used Whatfix to train our client for newly implemented software. We had used this to train their employee to use the new software. Our product development team used this to train the client and their employees on the features of the software. This is the best for knowledge management. It really reduced our time, the manpower cost, and travel cost to train our clients for the newly implemented software.Also, our HR department used it to help employees to adopt a new platform.
Pros
Excellent customer support from Whatfix
Quickly create guides in various languages
You can easily convert guides to PDFs and videos in a few clicks
Whatfix is user friendly
Cons
Need to improve the analytics
Need to improve on automatic translation
Integrations table is getting harder to manage
Need to improve UI/UX
Likelihood to Recommend
I would like to suggest to every large and medium enterprise to use the digital platform to save time, reduce cost. It will help to increase support efficiency. It can be used in various use cases and departments. It can be used for training, knowledge management, and support. It's is very good for highlighting new content and new features.
As a SaaS-company with a portfolio of applications, we currently deploy Whatfix as a tool to provide contextual step-by-step guidance for our users as a supplement to our existing support channels on one of our applications. It simply enables us to provide 24/7/365 in-app help through a one-stop-shop solution - in other words, our users never need to leave the application to receive the help they are looking for. As we learn the capabilities of Whatfix, we expanded the use of the tool on the application to also include onboarding of users and introduction of new features and changes. We expect to extend the use of Whatfix to other applications in our portfolio too to e.g. migrate users from legacy applications to new applications.
Pros
Best-in-class Customer Care. Customer Service and Customer Success are doing an excellent job at helping us [get] the most value out of Whatfix. Personally, I've learned a lot about working with a DAP that goes beyond the current implementation and they are great help in terms of fresh ideas, ways to measure, etc. Very proactive.
Open platform and API. Whatfix integrates out-of-the-box with common enterprise tools like Confluence and Amplitude. You can even tap their API to pull reports and create static content and delete Whatfix content.
Continuous feature development and improvements. After using Whatfix for roughly 1½ years, we first-handedly experienced how Whatfix keeps on improving and adding features, making it more and more useful with each iteration.
Point and click content creation. Creating content is as easy as pointing and clicking inside your own application, or in case of popups, selecting a template and customize it to your needs.
Advanced customizations. If you "speak" JavaScript, you can customize the experience with Whatfix even further without needing to do changes to your applications code.
Cons
How no-code the experience with Whatfix is really depends on your application. As one of our applications relies on nested iframes, not everything worked out-of-the-box and we had to spend time on debugging and doing advanced customizations. Though the support team at Whatfix has been very helpful in solving these matters, it still made it difficult for us to delegate the work to coworkers with less technical experience.
Prone to bugs. While no platform is perfect, we unfortunately had some cases where bugs broke popups and guides for our users.
Look & feel customization can be restrictive and inconsistent. Depending on what kind of content you create, you have more or less options to customize the look and feel of the content. E.g. popups have a dozen of pre-configured templates and the possibility to edit the style based on HTML, CSS, and Javascript (JSX), whereas Task Lists have less options to be configured. Though I was informed that Whatfix will improve this in the near feature.
Likelihood to Recommend
From our experience, Whatfix is well-suited as an on-demand self-help and onboarding tool. Depending on your goals and your application - the implementation of Whatfix requires more or less technical experience. In cases where information in your application is consistent, I highly recommend the use of Whatfix. In applications where information can be manipulated dynamically (e.g. users can customize the look and feel of the application), I would suggest to have a person or cross-functional team that knows a thing or two about JavaScript and API's. The more you are aware of your own applications technical setup and the requirements from stakeholders (e.g. customer success, customer service, product teams) the easier it is to get the full value of Whatfix.
VU
Verified User
Project Manager in Customer Service (Information Technology & Services company, 501-1000 employees)
We are currently using Whatfix to help train our users how to use our product. We typically use flows, beacons, and pop-ups to achieve this. At this time, Whatfix is primarily being used by our product team to introduce new features to our users, but we hope to expand the usage to other areas of our team like implementation and training.
Pros
Customer support is excellent, very responsive, and helpful
The Whatfix tool is very flexible and can handle many complex scenarios
The Whatfix tool is continuing to evolve with new features
Cons
Some of our more complex flows required engineering support to build and while we we were successfully able to achieve our objective, it was not 100% clear how it was done.
Likelihood to Recommend
The Whatfix tool is very capable and flexible and so far has been able to achieve all goals we have set for it. We have set up a combination of pop-ups and flows to train users to use our new report creation tool, which has a steep learning curve, and are impressed how many users have completed the flow in a short period of time.
We are using Whatfix to guide users of our lead-to-cash implementation of SalesForce. This allows task-based learning to take place for users requiring a refresh or newbies entering the company.
Pros
User guidance at first task execution
Organizing digital learning
Cons
Version deployment was complicated for us
The UI is still OK, but not cutting edge
Likelihood to Recommend
Rolling out complex digital systems on a multi-site organization, where digital assistance is possible and appreciated.
VU
Verified User
Executive in Information Technology (Human Resources company, 501-1000 employees)
